đ https://www.linkedin.com/feed/update/urn:li:activity:7318973391212892162
Sometimes, the best thing a chatbot can doâŠ
is know when not to act like a chatbot.
Weâve seen AI get smarterâhandling bookings, support, lead gen, even therapy (yikes). But in all this rush to automate everything, weâre starting to hit a wall:Â trust.
When someone reaches out with a complex issue, or something emotional, or even something simple that just needs a human answerâand they get looped in an AI script instead? Thatâs a fast way to lose goodwill.
Some brands are realizing this and doing something counterintuitive:
Theyâre intentionally limiting their chatbotâs capabilities to build more trust.
Iâve seen SaaS tools where the bot only handles basic FAQs and immediately escalates anything sensitive to a real personâno friction, no pretending.
One ecommerce brand built a bot that literally starts the chat with:
**Hey, Iâm here to help with common questions. If youâd rather talk to a real human, just type âhumanâ anytime.***
It actually increased their CSAT scores.
Why? Because people value honesty over sophistication. Theyâd rather know what a bot can and canât doâthan be tricked into a ***smart assistant*** experience that ends in frustration.
Hereâs the kicker:
AI doesnât need to do everything to be effective. It just needs to know its place.
Trust builds when boundaries are clear.
And in a world where AI is everywhere, a chatbot that isnât trying too hard might actually stand out.
Anyone else experimenting with âanti-chatbotâ principles? Would love to hear how youâre balancing automation with authenticity. https://sitebot.co/
#AI #Chatbots #CustomerExperience #TrustByDesign #HumanFirst #UX #ProductThinking
#ConversationalDesign