Customers ask the same things again and again: where is my order, what are your hours, how do I return this. A bot can take those, so your team handles the cases that need a human.
Here is what a good support bot needs, where it should stop, and how to ask Uttra to add one to your site.
An AI support bot answers common customer questions from information you provide, at any hour, and hands the conversation to a person when it is unsure or the issue is sensitive. It works best when its knowledge is limited, accurate and kept up to date.
What the bot should know
Give the bot a clear source of truth: your policies, delivery times, product details and contact options. It should answer from that material and say it does not know when something is missing, instead of guessing.
- Opening hours, locations and delivery areas.
- Shipping, returns and payment methods you accept.
- Product or service details and booking steps.
- Who to contact for complaints and urgent matters.
When to hand over to a person
Set clear rules: refunds, complaints, angry customers, health or legal questions and anything involving account security go to a human. Collect the customer's name and issue first, so nobody has to repeat themselves.
Tell visitors they are chatting with an automated assistant. Honesty builds more trust than pretending.
Language and tone
Customers in the Gulf often switch between Arabic and English in one message. Test the bot with both, and with the dialect your customers actually use, then adjust the tone to match your brand: friendly, short and polite.
Ask Uttra for it
Describe the scope and the limits. For example:
"Add a support chat bubble to my store. It answers in Arabic or English about shipping, returns and order status using the policies on my pages. If it is unsure or the customer is upset, it collects their name and phone and sends me the conversation by email."