Building a Customer Service Bot
Build a FAQ bot that answers common customer questions. Knowledge base, conversation flows, and human handoff — no coding required.
“Your customers don't want to talk to a bot. But they also don't want to wait 48 hours for a human. A good bot gives them the answer instantly and hands off when it can't.”
What you'll learn
Start with your actual FAQs: export your most common support tickets, categorize them, and write clear answers. This becomes your knowledge base. The top 10-20 questions usually cover 80% of volume.
Design conversation flows: welcome → ask what they need → answer or triage → resolution or handoff. Keep it simple — branching beyond 3-4 levels confuses users.
Platform options (no-code): Tidio (best for e-commerce), ManyChat (best for Messenger), Voiceflow (most powerful), or Custom GPT (OpenAI). Start with Tidio — cheap, simple, and integrates with most websites.
Handoff is critical: when the bot can't answer, route to a human with full conversation context. 'I can't answer that, but I'll connect you to someone who can — here's what you've already told us.'