The most important value of the chatbot on your website is not answering questions.
I say this as someone who builds AI agents for companies.
Most companies buy chatbots to take load off support. And it works: customers get answers at night, on weekends, in eight languages. But that is only what you see on the surface.
The real value is underneath.
Notice one thing. People tell the truth when they talk to a chat. They don't hold back like on a phone call to a company, they don't write politely and diplomatically like in most e-mails. They simply write what they mean: what they are looking for, what they can't find, what annoys them and what they don't understand in your offer. Because there is no human on the other side to judge them, and it costs them nothing.
A typical message at 11:10 pm: "do you have this in a 12-person version? the site only shows up to 8 and I have to order in the morning".
Now multiply that by hundreds or thousands of conversations a month.
That is research on your market that you can't buy in any industry report. Not invented personas and hypotheses about the target customer, but real questions from real people, asked at the exact moment they wanted to buy something, ask about something, learn something or complain about something. A month of such conversations will tell you more about your business than many a commissioned industry analysis.
The problem is that in most companies nobody reads and analyzes all the conversations. The chatbot answers and closes the topic, someone occasionally glances at a few conversations, and the rest stays in the logs.
That is why I put forward a thesis that may surprise you: every company should have an AI agent on its website. Even if you think a chat won't bring you anything. Because a chat is not a window for answering. It is the front door to understanding your own customer. (And it will answer better than you assume anyway: an agent trained on your company's knowledge is not the same as a bare language model.)
That is how we build Nexly Agents. On top, an agent that answers customers from your knowledge, and the quality of its answers is measured, not assumed. Underneath, a second agent, for you: every day it reads all the conversations and in the morning leaves a report in the panel. What people asked about most. What they struggled with. Where an answer was missing. What they looked for and didn't find.
The chat serves your customers. The agent underneath does daily research on your own business for you.
A question for you: when did someone in your company last read even 50 conversations from the chat?
Want to see it on your own site rather than on slides? Enter your website address and e-mail in the demo form. In 20 minutes you get an agent trained on your website's offer, ready to be quizzed.