AI Chatbots for Websites: What They Can and Can't Do

A website chatbot answers from your website's content, and only from that

The way it works is simple when explained without terms. We take the content of your website itself, starting from services, prices, business hours, to how to order, then the chatbot is trained from that material. We install the widget at the bottom right corner of the page. Visitors type questions, the bot constructs its answers from the aforementioned material.

So the content of your website is the entire world that the bot knows. Questions whose answers are written on one of the pages will be answered. Questions whose answers have never been written anywhere do not have a source to be taken from.

That limit explains almost everything in the rest of this article. Before judging whether the chatbot is smart or not, first look at how complete the pages are that become its training material.

Questions whose answers change every day won't get answered

This is the group of questions that most often disappoints business owners after their chatbot is installed, because these are exactly the questions that flood into WhatsApp:

• Is size M in black still in stock today?
• Has my order number such-and-such been shipped yet?
• Is there still a free table for eight o'clock tonight?
• Is the doctor who usually practices on Thursdays coming in today or not?

The answers to those four questions live in your stock records, in the shipping system, in the reservation book, in your team's WhatsApp group. None of them are written on the website pages the bot reads. A static website shows whatever was last written, and the bot reads exactly that.

For questions like these to be answered automatically, what's needed is a website connected to that changing data: a database, an admin panel, and a workflow that follows your process. In our offering that's Enterprise territory, and the cost is in a different class from adding a chatbot to an existing website.

Outdated website content makes the bot answer wrongly, and confidently

The bot doesn't know which part of your website is outdated. Prices that increase in January but the page hasn't been updated will still be mentioned with the old numbers, through sentences that are just as smooth as when it answers correctly. The same applies to business hours that have changed since Ramadan, promotions that have expired, or services that you stopped offering last year.

The losses are greater than the unanswered questions. Visitors consider the answers that come out of your website as official answers. People who come to the store chasing old prices, or show up at hours that are actually closed, leave with an impression that's hard to fix, and you only find out after the fact.

The consequence is one, and this is your job, not the bot's job: every time prices, business hours, or service lists change, the page must be updated as well. In the Business package, content and image update requests can be made through us during the one-month support period after the website goes live. After that period, regular updates become something you need to schedule yourself, and the chatbot makes negligence in that area feel more pronounced because it voices your old content to every inquirer.

Price negotiations and complaints stop at the bot, and that's how it should be

A potential buyer who is bidding for an order of fifty pieces is asking for a decision, not information. A customer who complains that their order is late wants someone to acknowledge and handle it. A bot can explain the terms written on your website, but it does not have the authority to give discounts, provide compensation, or make exceptions.

That's why we don't sell chatbots as a replacement for customer service. What it does is handle the first layer, namely questions with definite and repetitive answers, so your staff can spend their time on conversations that really need human interaction. A chatbot installed as a shield, with the hope that customers will give up before reaching a human, will be noticeable to customers within two to three responses.

The path to a human should still be visible on the same page. The WhatsApp button that directly opens a chat is available in all our packages, starting from Starter. In Enterprise, we install Crisp or Tawk live chat for free and do not reduce your quota of two chosen features, so you can take over the conversation yourself when needed.

Repeated questions already answered on your website get answered at eleven at night

Now the other side. There's a group of questions that reach you many times every week with answers that don't change: opening hours, the location and where to park, the price range, how to order, which areas you deliver to, how long the work takes, which payment methods you accept.

All of that is usually already written on the website. People still ask because finding it takes longer than typing. A chatbot moves that search into a single chat box, and visitors get the answer without opening three pages.

The part that matters most is the timing. People most often open a business website exactly when they're not working themselves, and that's often nine at night or later. A question that comes in at eleven at night and only gets a reply at nine the next morning has already lost some of the people who asked, because in those ten hours they had time to open two of your competitors. The bot answers that very minute, as long as the answer is on the website.

We've covered the same pattern from a different angle in the article on a website or Instagram for small businesses: the answers you type over and over in DMs every week are work that can be handed to a page.

The quota is free but limited, around 100 messages per hour

We write this number as is on the pricing page, and you should know it before making a decision. The free quota is around 100 messages per hour, as long as the service capacity is still available. The calculation is per hour, not per month.

For the website traffic of small and medium-sized businesses on ordinary days, this number is rarely reached. One hundred messages in one hour means tens of conversations are running simultaneously, and that's not a daily condition for most shops or clinics. What can get close to it is during the hours after a busy post, a newly activated ad, or a promo day.

In practice, don't put all your question entry points in one widget that has a limit. The WhatsApp button is still on the page, and during the busiest hours, it's actually what accommodates the rest.

The last thirty chats on your phone are enough to decide

Before paying for anything for a chatbot, open your WhatsApp business and read the last thirty incoming chats. Mark each chat for three things:

• The answer is already on your website today or not.
• The chat came in during business hours or outside business hours.
• The conversation stopped at information, or continued to negotiation and decision.

If many fall into the first and second groups at the same time, a chatbot closes the gap that really exists in your business. If most chats contain questions about today's stock and order status, a chatbot trained from the website content will not help, and the money is more useful for fixing other things first.

If after that examination it turns out that many answers have not been written on any website, the order is clear: complete your price, service, and ordering pages first. That work is useful on its own, because Google reads the same pages. A chatbot just harvests what you have written there.

Included in Business and Enterprise for the first year, Rp 500.000 on Starter

In the Business package for Rp 5.000.000 and Enterprise starting at Rp 15.000.000, AI chatbot is already included for the first year. In the Starter package for Rp 1.500.000, the chatbot is added as an add-on for Rp 500.000. These three prices are listed side by side on the pricing page, along with notes on their quotas.

What we do: train the bot using the content of your website, install its widget, and maintain it. You don't need to prepare a list of questions and answers yourself, because the material is taken from the pages that we have built together with you. Note the phrase "first year" in any quote, including ours, and ask from the start what applies after one year so that it doesn't become a surprise in the thirteenth month.

The fastest way to evaluate this product is still by trying it. The chatbot in the bottom right corner of this page is the same product that we install on our clients' websites, trained from the content of this website itself. Ask about the price of the Starter package or the completion time of the Business package, then ask something that is not on this site, such as our schedule for next week. Those two answers will show its limitations more clearly than any explanation in this article.