The decision to make first
A chatbot that opens with a vague greeting can leave visitors unsure whether it can book work, answer office questions or provide repair advice. State the supported tasks immediately and offer a short choice between general information and a service request for staff review.
What the handoff should contain
Prepare the business identity, supported question types, contact route, service-area prompt and a clear explanation of the assistant’s role.
Suggested wording to approve
Example wording: “I’m Ava, the business’s AI assistant. I can share approved office information or help capture a service request. A team member confirms work and availability.”
Test the difficult case
Test visitors asking for hours, a service visit and a technical repair instruction; each should receive the appropriate scope and next step. Do not present the chatbot as a licensed plumber or imply that an animated typing indicator means a staff member is responding.
Worked example
Fictional example: A visitor asks the chatbot whether it can repair a fault through chat. The opening should already identify Ava as an AI assistant for office information and request capture. The response offers the relevant service inquiry path without adopting a professional trade identity or implying a human employee has entered the chat.
Review it in operation
Review the first unanswered question in abandoned conversations to improve the opening choices without adding a long introductory script.
Check before you launch
- State the supported tasks immediately and offer a short choice between general information and a service request for staff review.
- Prepare the business identity, supported question types, contact route, service-area prompt and a clear explanation of the assistant’s role.
- Test visitors asking for hours, a service visit and a technical repair instruction; each should receive the appropriate scope and next step.
- Review the first unanswered question in abandoned conversations to improve the opening choices without adding a long introductory script.
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