Chatbots for Business: Where to Start

A chatbot is useful when it has a clear scope. A universal «smart companion» more often disappoints.

Step 1. Pick one process

Order status or booking a consultation, for example. This makes the result measurable.

Step 2. Build a knowledge base

Real customer questions from recent months beat any assumptions.

Step 3. Define the handover point

The bot must be able to say «a specialist is needed here» without losing the conversation context.

Step 4. Connect the system of record

The request must land in the CRM, not in a manager's chat.

Step 5. Measure and improve

Resolution rate, response time and satisfaction are the baseline metrics.