Nothing kills an AI investment faster than a chatbot users hate. We have deployed conversational AI across healthcare, retail, and SaaS — and learned what separates helpful from horrible.
Set Expectations Up Front
Tell users what the bot can and cannot do. Mystery bots frustrate people. Scoped bots delight them.
Offer Escape Hatches
Always show a path to a human. Always allow users to restart or correct the conversation. Trapped users churn.
Measure Satisfaction, Not Just Usage
High message volume can mean confusion, not engagement. Track resolution rate, CSAT, and escalation rate together.