01 When it's worth it
A large volume of typical questions, a need for 24/7 qualification, an existing knowledge base, and an SLA for handing off to a manager.
02 When it's too early
No answer scripts, a complex consultative product, or a team that doesn't handle chat promptly — a bot will just be annoying.
03 Implementation
Start with an FAQ bot covering 20 intents, measure the escalation rate and lead quality. Don't load a heavy widget before interaction.
