An AI chatbot can answer customers instantly, day and night — if it's built on your facts and knows when to hand over. Here's how to do it right.
Start with the questions, not the technology
List the 30–50 questions customers ask most — from WhatsApp chats, calls and emails. Those questions, and the right answers, are the foundation of your chatbot. If you can't write the answer down, the chatbot can't give it either.
Pick the channel
- WhatsApp — best when your customers already message you there.
- Website chat — best for product questions before a purchase.
- In-app — best for existing users who need help using your service.
Many businesses start with one channel and add others later.
Ground it in your own content
Modern chatbots use a large language model, but they should answer from your documents — FAQs, price lists, policies, manuals. This approach (often called retrieval-augmented generation) keeps answers accurate and up to date: change the document, and the answer changes too.
Design the hand-over
A good chatbot knows its limits. Decide when it should pass the conversation to a person — complaints, payments, anything it isn't sure about — and make sure your team receives the full conversation.
Handle Urdu and Roman Urdu
In Pakistan, people write in English, Urdu script and Roman Urdu, often in the same message. Test your chatbot with real messages from your customers, not just tidy English.
Launch with a pilot
Run it with a small group first, review every conversation it couldn't answer, and improve the content. Then roll it out.
Get help
SheraAI Technologies builds AI chatbots for WhatsApp, websites and apps. Try our own assistant, SheraBot, to see how one behaves.