Guide: chatbots for websites

Guide: chatbots for websites

A website chatbot takes the repetitive questions — opening hours, prices, delivery, returns — and leaves people exactly the conversations that need a human. This guide collects the questions we are asked most, each with its own answer.

Most rollouts fail for the same reason: the assistant is wired to a language model but has no source of truth of its own, so it invents prices and deadlines. A useful chatbot does three things — answers from your content, shows the source, and openly admits when it does not know, calling a human instead.

Where to start

Index your public pages, top them up with unpublished rates and procedures, then test with the real questions your team receives. Only then publish the widget.

What to measure

Resolution rate without an agent is the only metric that matters at first. If it is low, the problem is content coverage, not the model — and the gap report shows exactly what is missing.

What the law requires

The visitor must be told they are talking to an AI system (AI Act art. 50), consent for contact details must be explicit (GDPR art. 6), and conversations must be kept for a limited period (GDPR art. 5).

Questions and answers