AI chatbots: why your web or app needs one
AI chatbots can drastically improve how visitors interact with your website and app – when their taught properly.
Recently, our team was tasked with building an AI-powered chatbot for a leading banking firm—one that would take center stage on the bank’s new homepage. The challenge? It had to handle complex financial queries, maintain a professional and compliance-friendly tone, and pull insights from over 1,000 pages of content in both Portuguese and English—all while updating its knowledge base daily. Oh, and it had to be deployed that same day.
This AI assistant needed to navigate investment risks, compare financial institutions, and provide clear guidance on banking services—without overpromising or giving misleading advice. For instance, when asked if the bank could guarantee a 15% return on investment, the chatbot delivered a well-balanced response, explaining the risks involved and recommending consultation with a financial advisor.
This is just one example of how today’s AI chatbots go far beyond traditional customer support. They can talk to data, compare products and services, guide users to relevant blog posts, and even summarize case studies tailored to individual needs. When implemented correctly, they serve as 24/7 digital assistants, making customer interactions smoother, faster, and more insightful.
But not all chatbots are created equal. Poorly trained AI can frustrate users, misunderstand intent, or even damage trust in your brand. So, how do you ensure your chatbot is an asset, not a liability? It all comes down to proper training, strategic implementation, and a user-first approach. Let’s explore how to get it right.
What are AI chatbots?
AI chatbots are automated assistants powered by artificial intelligence, capable of understanding and responding to user queries. Unlike traditional chatbots that rely on rigid scripts and predefined rules, AI-driven bots use natural language processing (NLP) and machine learning to interpret, learn, and improve over time.
They can be deployed on websites or mobile apps. Depending on their sophistication, AI chatbots can handle everything from answering basic FAQs to providing real-time customer support, booking appointments, or even executing transactions.
AI chatbots work by analysing user input, determining intent, and generating a response. The more data they process, the smarter they become. Advanced AI chatbots can understand context, remember past interactions, and even mimic human-like conversation patterns. Done right, they provide seamless, personalized experiences that feel natural rather than robotic.
Why businesses should use AI chatbots
AI chatbots take care of the mundane so your people can focus on what really matters. They can provide instant responses to (not so) frequently asked questions, reducing workload for customer support teams and increasing efficiency.
A good chatbot guides users, collects data, and connects people with relevant content. With advanced AI capabilities, chatbots can analyse customer behaviour, remember past interactions, and provide relevant recommendations, making users feel valued rather than just another ticket number.
They also scale effortlessly. Whether you’re handling 10 or 10,000 inquiries a day, AI chatbots can scale instantly without compromising response time or quality. Unlike human teams that require hiring and training, chatbots can handle increased demand seamlessly, making them an ideal solution for businesses experiencing growth or seasonal spikes in customer interactions.
How to build an AI chatbot that works
Follow these steps, and you’ll have a powerful, intelligent, and engaging digital assistant that actually gets the job done.
1. Define your chatbot’s purpose
Before writing a single line of code (or dragging any workflow blocks), be crystal clear on what your chatbot is supposed to do. Is it handling customer support? Recommending products? Automating repetitive tasks? The clearer you are about its role and audience, the better it will perform.
2. Identify your target audience and use cases
Who will be interacting with your chatbot, and in what context? Knowing your users’ needs allows you to tailor the chatbot’s features and responses, making it more relevant and effective. A chatbot built for IT support won’t function the same as one designed for sales or onboarding new employees.
3. Choose the right development platform
AI chatbot development is more accessible than ever, with platforms ranging from fully code-based solutions to intuitive no-code automation tools. However, choosing the right platform is key: the options to customize design and functionality will make all the difference.
4. Start with a solid knowledge base
Your chatbot is only as smart as the information it has access to. Keep its knowledge base (say, your own website, data, or files) updated, relevant, and free of unnecessary clutter. Remove outdated content and focus on what truly adds value to users.
5. Design the conversation flow
Map out how users will interact with the chatbot. Define key dialogue structures, expected responses, and common questions. A well-designed conversational flow ensures seamless interactions and prevents frustrating dead-ends where users don’t know what to do next.
6. Train it to handle tough questions
Real users don’t stick to the script. Run stress tests with difficult and nuanced queries to see how well your chatbot responds. Ensure it doesn’t give misleading, embarrassing, or outright incorrect answers. Keep refining it based on feedback.
7. Give it a personality (that matches your brand)
Nobody wants to talk to an instruction manual. Whether your brand voice is professional, witty, or friendly, your chatbot should reflect that. Personality makes interactions feel more natural and engaging.
8. Customize its appearance and behaviour
Make sure your chat blends flawlessly with your website and other platforms. Adjust colours, buttons, and animations to match your visual identity, making it feel like an organic part of your website or app.
9. Integrate with external data and systems
To boost functionality, connect your chatbot to APIs, databases, and third-party applications. This allows it to retrieve information, execute tasks, and provide richer responses. And don’t forget your CRM.
10. Test, optimize, and deploy
Before going live, put it through rigorous testing. Simulate real interactions, gather feedback, and refine responses. After launch, continuously monitor performance, analyse interactions, and make improvements.
11. Monitor and optimize regularly
A chatbot should evolve, not stagnate. Track its performance, refine its responses, and adapt to changing user needs. The smarter it gets over time, the better the experience it delivers.
Pitfalls to avoid when building AI chatbots
Creating an AI chatbot has never been easier. With off-the-shelf tools and no-code platforms, businesses can deploy chatbots faster than ever, making websites and apps more interactive and responsive. But while the technology is more accessible, that doesn’t mean it’s foolproof.
Overloading it with irrelevant data. Just because you have thousands of pages of content doesn’t mean your chatbot should absorb them all. Keep it lean and focused. Unnecessary data makes chatbots slow, inefficient, and prone to giving irrelevant answers.
Ignoring legal and ethical considerations. Draft clear Terms & Conditions for users. Make sure your chatbot complies with data protection laws and doesn’t overpromise results. Ensure transparency in data collection and avoid misleading claims.
Forgetting to regularly update its knowledge. An outdated chatbot is a useless chatbot. Ensure it receives regular updates, so it doesn’t keep pushing old information. Schedule periodic reviews and train it with new insights based on customer interactions.
Neglecting multilingual capabilities. If your business serves a global audience, your chatbot should too. Ensure it can handle multiple languages and provide accurate translations for seamless communication.
Not testing on real users. What works in theory might not work in practice. Test your chatbot with actual users, gather feedback, and refine its performance accordingly. Internal testing isn’t enough. Real-world usage is where true optimization happens.
Best tools to build AI chatbots
With the right tools, businesses can develop functional, intelligent chatbots in a matter of minutes, and without extensive coding. Here are some of the best platforms for building AI chatbots.
1. Botpress: a no-code, open-source powerhouse
Botpress is a user-friendly, open-source platform that lets businesses create chatbots without coding. It understands natural language, integrates with multiple messaging platforms, and allows you to train the chatbot using your own content. It can also generate a chatbot simply by scanning your website. Botpress pulls in data from pages, articles, and FAQs, making setup incredibly quick. This means your chatbot is always up to date, reflecting the latest information from your business. If you want flexibility and control without complexity, Botpress is a fantastic choice.
2. Voiceflow: best for complex workflows
Originally built for voice assistants like Alexa, Voiceflow now supports chatbots across multiple channels. Its intuitive drag-and-drop interface makes it easy to design chatbot conversations, ensuring a natural and engaging experience. If you want a chatbot that feels truly conversational, this is a great tool to explore.
3. Rasa: a custom AI Chatbot framework for developers
For companies that need a fully tailored chatbot, Rasa provides an open-source framework that allows deep customization. With advanced AI capabilities and seamless integrations, it’s perfect for businesses requiring high levels of control and personalization.
4. Chatbot.com: the no-code solution for businesses
If you're looking for a quick, no-code way to set up an AI chatbot, Chatbot.com is a solid choice. It comes with ready-to-use templates, a drag-and-drop builder, and seamless integrations with platforms like Facebook Messenger, WhatsApp, and live chat systems. Perfect for businesses that want a smart assistant up and running in no time.
Building an AI chatbot for your business
AI chatbots are no longer just a nice-to-have—they’re becoming essential tools for delivering fast, accurate, and personalized interactions. But not all chatbots are created equal. The difference between a bot that enhances engagement and one that frustrates users comes down to strategy, data integration, and proper training.
That’s where we come in. Whether you need a chatbot that can handle complex queries, talk to real-time data, or seamlessly integrate with your existing content, our team has the expertise to build AI solutions that truly work. Let’s create an AI-powered assistant that delivers value, not just automated responses. Get in touch to see how we can help. And if you’re ready to build one that truly delivers, let’s talk.