Chatbots & copilots
Your customers ask at eleven at night.
You answer in the morning.
That gap is where people go somewhere else. A chatbot that actually knows your business closes it — answers the ordinary questions the way you would, and puts the ones that matter in front of you instead of guessing.
Most of what people ask you, you have answered before
Opening hours. Do you cover my area. How much roughly. Can you do it Thursday. Where's my order. None of it needs you — it needs someone who knows the answer and is awake.
Answers the ordinary questions instantly, in your words rather than in customer-service language. Takes a name and a number when somebody is worth talking to.
A copilot sitting where the work happens, so nobody has to open another tab to ask it something.
The eleven-at-night question gets a real answer, and you get the summary in the morning instead of a missed one.
When it is a real enquiry, it stops talking and gets you. Nobody is trapped in a loop trying to reach a human.
The two things everybody worries about
“It'll sound like a robot.”
Fair. Most do — because they are a generic bot with your logo on it. This one is built from how you actually talk to customers, and you read every line of it before it goes live. If it sounds wrong, it is wrong, and we change it.
“It'll make something up.”
That is the real risk and it is worth being blunt about. It is built to say “I'm not sure, let me get Mark” rather than improvise — and it is tested by being asked things it should not know. A confident wrong answer to a customer is worse than no chatbot at all.
What it will not do
Said out loud, before you ask
- It will not quote a price it was never given.
- It will not promise a date on your behalf.
- It will not pretend to be a person if somebody asks.
- It will not keep talking to somebody who wants a human.
How it actually goes
- A conversation, not a form. Fifteen minutes on what people actually ask you and what you are tired of answering.
- You see it working before it is anywhere near live. On your own questions, with your own answers.
- You read every word it says. Nothing goes in front of a customer that you have not seen.
- It goes live, and it keeps running. When something breaks you hear it from me, with the fix already done.
If any of that sounds like your week, tell me what you are dealing with. If it is not something I can help with, I will say so — that is a shorter conversation and we both keep our afternoon.
Tell me what you're dealing with