An Infobot — or any AI chatbot worth the name — is not the rule-based "press 1 for sales" tree of ten years ago. It is a model that reads your website, your help articles, and your past conversations, and answers customers in natural language. When it works, it deflects 60-80% of routine questions before a human ever sees them.
Three jobs in most UK SMEs: the inbox-monitoring on the contact form, the "where is my order" emails to the support address, and the FAQ page nobody reads. None of those need a human, but historically they used to consume one. Putting a competent AI chatbot in front of them gives that person three to four hours back per day.
Chatbots produce a transcript of every question your customers ask. Read those transcripts at the end of the month and you have a roadmap of every gap in your product, your delivery, and your website. Most businesses pay for "voice of customer" research that produces less insight than a chatbot transcript on its slowest day.
If a customer is angry, escalate to a human. If the conversation is about money — a refund, a billing dispute — escalate to a human. If the bot has answered "I am not sure, let me check" twice in one conversation, escalate. Pretending an AI can handle everything is what gives them their bad reputation.
Thinking about a chatbot? Infobot builds AI assistants and automation for UK businesses. See examples on the homepage.