AI agents and chatbots

When AI should not only answer but act. In this edition the topic is covered through customer service in an online store: which questions suit a chatbot — narrow, repeatable ones such as order status — and which need a person, such as complaints and judgement calls. The article also shows how to get ahead of “where is my order?” tickets with status notifications, what the EU AI Act requires when a customer talks to a bot, and two support metrics worth tracking. For store owners weighing a chatbot. Start with ecommerce customer service.