Types of chatbots
- Rule-based chatbots follow scripted decision trees and buttons. They are predictable, but limited to the paths someone has built.
- AI chatbots use large language models, like the ones behind ChatGPT, Gemini and Claude, to understand free-form questions and write answers. They can be connected to a company’s own help content.
What businesses use them for
- Answering common questions about products, prices, opening hours and orders
- Qualifying leads and booking meetings
- Helping visitors find the right page or product
- Handing complex cases over to a person
Tips for a good chatbot
- Make it clear that people are talking to a bot, and offer an easy way to reach a human. In the EU, the AI Act requires people to be told when they are interacting with an AI system.
- Base AI answers on your own verified content, and check them regularly for mistakes.
- Don’t collect more personal data than you need, and follow privacy rules.
- Measure how many questions are resolved and how satisfied people are, not just the number of chats.