What goes wrong
We tested 40 live support bots with ordinary customer questions. 19 of them got a fact about their own business wrong. These are the patterns, with examples. The weekly Care check is built to catch every one of them.
The bot finds the right table and reads the wrong row: the pricier room, the member rate, the other plan. Customers act on it.
How it happens and how to fix itHow much is a triple room with breakfast?
A triple room is €175 per night, breakfast included.
Your page says
Triple Room €145 per night, breakfast included
Rates table. €175 is the Family Suite row below it
A delivery charge, a refund window, a fee: confident, specific and nowhere on your site. This is the answer that ends up in a dispute.
How it happens and how to fix itIs there a charge for a second driver?
Adding a second driver costs $15 per day.
Your page says
Second driver: free on every rental.
Rental terms, extras section
The answer is on your pricing page, your FAQ, even your home page. The bot says it can’t share it, it isn’t announced, or it doesn’t exist.
How it happens and how to fix itHow much is the 10-week evening course?
Sorry, I couldn’t answer your question. Here are some topics that might help.
Your page says
Evening course, 10 weeks: €290
Course page, right above the booking button
Asked about one product, it answers about another. Asked about delivery, it shows a product carousel. The customer has to start again, or gives up.
How it happens and how to fix itHow long is the warranty on a refurbished laptop?
New laptops come with a 2-year manufacturer warranty.
Your page says
Refurbished laptops: 12-month warranty.
Refurbished page. The bot answered about new laptops
A typing indicator that never ends. The same reply to every question. A consent screen that comes back after every click. The customer can’t get past it.
How it happens and how to fix itDo you move pianos?
(typing indicator for about 50 seconds, then nothing)
Your page says
Piano moves from $250
Services page
An expired key, a changed model, a moved page. The bot shows an error to every visitor, and it can go on for days.
How it happens and how to fix itWhat time do you open on Sunday?
Something went wrong. Please try again later.
Your page says
Sunday 10:00–16:00
Contact page
Asked a question your FAQ answers in public, the bot asks for a name, email or phone number first. Most visitors close the chat.
How it happens and how to fix itDo you install batteries as well as panels?
Before I can help, can I get your name and email?
Your page says
Yes, battery installation is on the services page
Services page
Email us your store’s address. Within a working day you get five questions your customers ask and the answers your assistant would give, each with the page it comes from. Free, no call needed.