A well-designed chatbot answers frequent questions 24/7 and hands over to a human when needed.
What it means in practice
A chatbot is a program that holds a conversation with users in a chat window on a website, in Messenger or WhatsApp. Simple chatbots follow fixed scripts, while modern AI-based ones understand questions in the user’s own words and reply naturally.
Why it matters for your business
Customers want answers immediately, also in the evening and at weekends. A good chatbot answers common questions, collects contact details and hands over to a person when needed – so you don’t lose enquiries.
Examples and good practice
- Teach the chatbot your prices, hours, service area and FAQ.
- Always offer the option to reach a person.
- Collect name and phone number for a call-back in the conversation.
- Review conversations to improve answers.
How Novi handles it
The AI assistant module is a chatbot trained on your offer, and the WhatsApp chatbot works in WhatsApp and Messenger. All enquiries land in the lead inbox.
