Is an AI Chatbot Worth It for Your Support?

The Prerequisite

A chatbot responds based on your documentation. If this is incomplete, contradictory, or outdated, it will respond accordingly – just faster and more confidently.

First, check: Is there a current, unambiguous answer for each of the twenty most common questions? If not, that is the first step, not the bot.

What Works Well

• Recurring factual questions with clear answers
• Information available around the clock
• Reference to the correct section in the documentation
• Pre-qualification before handing over to humans

What Does Not Work

• Promises regarding prices, deadlines, or conditions
• Individual contract questions
• Anything that requires discretion
• Complaints – no one wants to talk to a machine here

Requirement: Handing Over to Humans

A bot must always be able to hand over to a person, and the way to do so must not be hidden. A bot that you cannot exit from costs customers.

Legal Notice

As of August 2, 2026, the transparency obligations of the EU AI Act will apply: A chatbot must make it clear that you are speaking with a machine. This must be visibly included in the interface, not in the privacy policy.

Realistic Expectation

A well-built bot answers a portion of inquiries independently and prepares the rest. It does not replace support – it gives support time for cases that truly need a person.