Staff Answer
May 05, 2026 - 12:37 PM
A ton of chatbots and ticketing systems claim that they service ecommerce....but if you do some quick tests as if you were an ecommerce customer, you'll see that they fall very short on this.
For example....here is a chatbot on a product page that isn't using Answerbase's ecommerce Q&A....they are using another helpdesk chatbot and not using Answerbase is an issue that becomes very clear very fast...see here:
I asked that "other" chat (again, not Answerbase) a detail about the product I was looking at, which was present in the product information...but it asked me this:
The sad thing is...the product it's verifying...isn't the product I'm looking at. Not very "smart".....it's artificial for sure, but "artificial intelligence".....not sure if you could say it's intelligent at all.
So...I try to guide it letting it know I'm asking about the product I'm looking at...
It doubles down on the bad information, talks about a product that I'm not looking at....and then sources not only that other product but two other products that are unrelated. Sad for the customer, sad for customers ordering products that don't fit their needs and then needing to return them.....sad for claiming "artificial intelligence" but not delivering on basic understanding of what the ecommerce customer is looking for.
Answerbase makes sure that when a customer asks a question on your product or category pages...it understands fully the context of what the customer is looking at and looking for, and ensures that when it proposes and answer, that answer is within the context of what they're looking for and answers the question effectively. That's why we see a 7.5% conversion rate for anybody who engages with Answerbase AI-Enabled FAQs. Contact us to see what we can do for your site.
It's not just the product specific stuff, it's stuff that they claim to cover for the site as a whole. For example, it's a B2B site and so they have shipping "lead times" for different categories of products...so they have a page that covers that here:
So...as I'm looking at an Air Motor...I ask it "what is the lead time?" and it says this:
Again...the information is out there, but the "AI" is not executed on well enough to actually be useful for the end-customers. This is more frustrating than helpful.
When you choose an AI assistant for your ecommerce site, please use Answerbase and we'll make sure that your customers are actually taken care of....leveraging all of your product information and relevant purchasing considerations across your site.
