Less Chat, More Answer: Site AI Chatbots Need to Get to the Point

Summary: Users turn to site-specific chatbots for quick answers, not a conversation. Design responses that are direct, scannable, and easy to expand when needed.

It's easy to assume that a friendly, conversational AI chatbot might help build customer relationships or make a brand feel more approachable. However, the reality is that users who land on your site with a question aren't looking for a conversation - they're looking for an answer.

In our study, participants often approached site chatbots much like search bars : they typed as little as possible, expected quick responses, and preferred answers they could scan quickly. A longer answer was not a better answer.

Users Type Short, Imperfect Queries

In a recent study, 9 people with varying levels of digital and AI literacy interacted with 8 different site-specific AI chatbots. Each participant interacted with 2-3 bots and was given realistic tasks based on their backgrounds and interests.