Adding a chatbot will make Product smarter. That’s what a prospect told me while discussing a checklist product.

His idea: Every item in the checklist should have a chatbot under it… so users can ask for clarification.

Sounds advanced. Sounds impressive. But there was a problem. This wasn’t an internal tool. It was meant for end customers.

These people want to complete a checklist faster and move on. So I said “don’t start with a chatbot.”

Start with simple 2 – 3 FAQs under each question. Easy to scan. No thinking required.

Because here’s the reality: A chatbot only works well when users know what to ask. And Most don’t.

They either: Ask vague questions, Ask the wrong thing Or don’t use it at all

Now, we’re now building the FAQ-first version. The chatbot can wait.

Have you seen users actually use chatbots properly in products ?

#ProductDesign #UserExperience #SoftwareDevelopment #Startups