AI chatbots vs. traditional chatbots
Traditional chatbots follow fixed decision trees: predictable, but frustrating when a question does not fit the script. AI assistants understand free-form questions and can answer from your content, but they need guardrails so they do not invent information. Many of the best assistants combine both: AI for understanding, fixed flows for actions like booking or capturing details.
When an AI assistant makes sense
- You receive the same questions repeatedly.
- Your answers already exist in documentation, policies or FAQs.
- Enquiries need qualifying before a person gets involved.
When it does not
If questions are rare, highly sensitive or need judgement every time, a well-designed contact form and fast human response is often better. I will tell you if that is the case.
Privacy
Conversation data handling, retention and the AI provider used are agreed up front and reflected in your privacy policy.