24/7 Customer Service Chatbot answers recurring questions (business hours, address, inquiries, return policy, instructions) immediately — even after hours, and transfers people when needed. The goal is not to "replace people" but to "reduce the load" — letting agents focus on complex tasks. Zenify recorded 98.4% accuracy of AI processing and 35% reduction in processing time (approved).
TL;DR
- Chatbot answers repeat questions immediately, every time.
- No "substitution" — reduce the load, the agent takes care of the difficult work.
- Standard script for each type of question.
- There is always a way to transfer people when customers need it.
- Measure containment rate and CSAT to improve.
What can the customer service chatbot answer?
Question type | Example
Basic information | Working hours, address, contact
Look up | Application status, appointment schedule
Policy | Returns, warranties, shipping
Instructions | How to use the product, steps
Frequently Asked Questions | Your FAQ
Do not let chatbots answer: Complicated complaints, sensitive situations, questions that require personal judgment.
Sample answer script
Informational question
Customer: "What time is the shop open?"
Bot: "My shop is open from 8:00 a.m. to 9:00 p.m. every day. Do you need any further assistance?"
Look up orders
Customer: "Where is my order?"
Bot: "Please give me your order number or order phone number so I can look it up for you."
Return policy
Customer: "Can I return it?"
Bot: "Yes. Within 7 days from receipt, unused products can be returned. Do you need me to guide you through the return process?"
Scenario principles
Answer the previous question directly — don't beat around the bush.
Short, natural — like a real person, not a machine.
Take next action — provide guidance on next steps or ask for other needs.
There's always a way out — "do you need to see someone?" to switch agents.
Move people at the right time
Guest says "want to meet someone", "complain", "urgent" → transfer agent immediately.
Chatbot is uncertain → transfers instead of guessing.
Don't "stuck" customers in the bot — the more stuck, the more frustrating (see When you need people).
Measure the effectiveness of customer service chatbots
Containment rate: % of chatbot conversations that can be handled without humans (see Containment rate).
CSAT: Are customers satisfied with the bot's answers?
Transfer rate: too high → script is lacking; too low → bot "mistakes" difficult tasks.
Processing time: How much faster customers get responses.