What a Chatbot Taught Me: Good Answers Start with Good Questions

A chatbot seems like a technical task until you have to list what people actually ask. Then it turns out to be a task of careful listening.

A List of Questions Before the Tool

I started by writing down a dozen of the most frequent questions and only then did I design the scenario. Without this list, the bot answers smoothly but off-topic.

When to Hand Over the Conversation to a Human

The most important rule I learned: a bot must know when to stop. If a question goes beyond the script, it's better to collect contact information and escalate the matter than to make things up.

The same principle applies to handling support tickets. A quick, honest answer that the issue has been forwarded to the right person is worth more than pretending to know.