This is a concise English adaptation. Read the full Spanish edition for the complete analysis, tables, and reporting context.
The practical takeaway
A good first chatbot answers frequent questions, collects necessary information, or routes a request correctly. Look for sufficient volume, repetition, and an answer that can be checked. Review recent conversations and group them by reason for contact. Identify which need access to another system and which require judgment. A narrow, measurable scope is easier to test than a bot expected to answer everything. Treat the path to a human as part of the main experience.
Keep these points in mind.
- Start with a repetitive, low-risk conversation.
- Specify when and how a person intervenes.
- Measure resolution, handover, and conversion, not just chat volume.
Sources in the original edition
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