AI chatbot development for software businesses

Grounded in your documentation

The chatbot's main source should be your help centre and documentation, with each answer linking to the page it came from. Good documentation makes a good chatbot; gaps in documentation show up as weak answers. Treat unanswered questions as a backlog for the documentation team.

Question types and how to handle them

Versions and plans

If features differ by plan or version, the chatbot needs to know which applies, either by asking or, inside the product, from the signed-in account. Otherwise it may describe features a user cannot access. Tag documentation by plan or version where relevant.

Keeping up with releases

Each release can make answers outdated. Re-index documentation as part of the release process, and check that release notes and help pages are updated together. The chatbot must not describe planned features as available.

Setting up a software chatbot

1. 01

   Docs review

   Coverage, accuracy, versions.

   Output: Approved docs set

2. 02

   Routing rules

   Sales, support, security questions.

   Output: Handover rules

3. 03

   Build

   Website and in-app placement.

   Output: Test chatbot

4. 04

   Test

   Real tickets and pre-sales questions.

   Output: Fixes

5. 05

   Release routine

   Re-index with each release.

   Output: Current answers

Example: a chatbot for a scheduling software company

Software chatbot checks

Security and compliance questions

Prospects may ask about data storage, certifications or compliance. Answer only from an approved security page, and offer a contact for detailed questions. A chatbot that improvises answers about security can create serious misunderstandings.

In-app help

Inside the product, the chatbot can use the page the user is on and their plan to give more relevant help. Limit what it can see to what helps, and do not let it take actions in the account without confirmation. Show users clearly when they are talking to an automated assistant.

Sales handover

Pricing, procurement and custom requirements usually need a person. Pass the conversation and context to sales so the prospect does not repeat themselves. Include the plan or page the prospect was viewing.

Data protection

In-app chatbots may see account data. ICO guidance says AI use usually requires a data protection impact assessment. Minimise what is shared with AI suppliers and check their terms.

Outages and known issues

When users report something broken, the chatbot can check a status page or known issues list and say whether a problem is already known. During an incident, update its guidance quickly so it does not suggest troubleshooting steps for a problem on your side. Pass new bug reports to support with the details collected.

Measuring usefulness

Track deflected and escalated questions, documentation links clicked, ratings and unanswered questions. Share unanswered questions with the documentation team each sprint.