Hi folks
Ever since publishing our first blog tutorial on how to add an AI chatbot to a website, we’ve been looking into chatbot use cases and customer support data. Some stuff that stuck with me:
82% of consumers would rather talk to a chatbot than wait for a human agent
People tend to be more forgiving with chatbots (different expectations)
20% of Gen Z prefer starting with a chatbot vs 4% of boomers
Have you noticed any difference after adding a chatbot to your website?
Would love to hear your experience (as a business owner or consumer)
I run a small service business and when response times slip, people get so frustrated in live chat.. Once we added a chatbot to handle that first touch, complaints about wait times dropped noticeably, even though the actual resolution time didn’t change much.
I think people just hate the feeling of being ignored more than they hate waiting.
Glad to hear that adding a chatbot helped reduce customer frustration in your case, Jasmine
That’s a really interesting distinction, actually – perceived wait vs actual wait. It’s kind of like how loading spinners make apps feel faster even though nothing changed on the backend. Perhaps you’re right in thinking that people are more tolerant towards AI, because they’re certain it’s not “ignoring” them on purpose.
There is no doubt that AI chatbots help both businesses and customers - PROVIDED - the AI chatbot architecture is solid, reliable, constantly improving, and provides accurate answers. Otherwise, the business has more to lose than the customer.
For example, if I ask the bot: “How much do you charge for XYZ service?” and the bot answers: “It depends. Can I help you schedule that service?”, the visitor - most likely - is NOT going to visit that business or website again. So, be mindlful. Select an AI Chatbot (LLM) that can be easily and properly trained and is capable of doing an external search – which will help improve the chatbot’s answers.
While Elfsight’s AI Chatbot is great for basic inquiries, it gets a bit lost when complex situations are presented. At my end, I’m constantly training Elfsight’s AI Chatbot in order to achieve our goals – which are not that complicated. For me, it’s a constant struggle, but I do understand it’s driven by the LLM selected by Elfsight (i.e., ChatGPT-5 mini).
Overall, Elfsight’s AI Chatbot is great, but there’s plenty of room to improve it.
Accurate answers and continuous improvement are definitely non-negotiable – fully agree there.
The training aspect is a great callout, too. LLM behavior isn’t always intuitive, it’s often less about the amount of data and more about how specifically it’s structured and framed – small changes can make a big difference in output quality.
I would like to get more engagement on my chatbot but not much from visitors on the website. Going to try somethings to get more attention with it. Its new and our visitors are older so that has its own issue. I like Elfsight’s chatbot the most and will be happy when others use it. Keep up the good work Elfsight.
Thanks for sharing this! The older audience thing is a real factor, but I think it’s also an opportunity. Older visitors tend to have more specific questions and less patience for digging through pages, so once they try the chatbot and get a quick answer, adoption usually picks up. A well-phrased first welcome message and quick replies can do the heavy lifting for catching attention, too. Would be curious to hear what you try and how it goes!
We just added a chatbot 2 weeks ago on our site and already I’ve noticed that I’m getting way less email regarding topics already on our site that folks were clearly just too lazy to find and would send an email instead. Very happy so far.
So the volume of total email has dropped slightly. I’m obviously getting chatbot summaries instead which is new. But those I’m just reading rather than having to respond with a detailed email that takes a few minutes to write each time so in that sense it’s way better time wise.
