01When it's worth it
A large number of typical questions, 24/7 qualification is required, there is a knowledge base and SLA transfer to the manager.
02When it's early
There are no response scripts, the product is complex and consultative, the team does not process the chat promptly - the bot will only annoy.
03Implementation
Start with FAQ bot for 20 intents, measure escalation % and lead quality. Don't load a heavy widget to interact.