Integrating Chatbots into B2B User Experiences

Most of the consulting I've been doing over the last few weeks has been related to setting up chatbots, generative AI for the front and back end of the service journey or knowledge management, and other automation tools for CX. When I come into these conversations, I first want to know what problem they're trying to solve and why they want to do it with automation. There are many problems automation can help you solve, but I’m finding too many people want to use it to replace a larger percentage of their workflow than is probably healthy for their customer experience. It CAN save time and money, but it still takes someone (or many people) to manage to make sure users are having the experience they deserve. Some Common Examples: Chatbots: A conversational chatbot requires constant management - your product and services CHANGE, so the chatbot needs training, new prompts, new decision trees, new conversation flows, etc. When you let them go stale they create infuriating, looping experiences for your customers. Auto-responders: Great when you want to let people know you received their request, trigger an update if wait times are longer than expected, or anytime you know your auto-response is 100% relevant to whatever action the customer took. When the path to contact support is a maze, users will take whichever path will get them to a text box - you can’t be certain they’re using the correct category, and then create an auto-response specifically for that category. Ticket Deflection: This usually comes in the form of serving knowledge base articles before a customer can reach out to support for a self-serviceable task. Again, this is great and can reduce your queue to mostly inbounds that require interaction from a person, but if you’re not keeping your KB content up to date, it’s useless and creates a headache fast. Be smart about the automation you're introducing to your service journey and make sure they're serving the customer and your team.

For the past few months, I’ve been setting up AI agents for our customers. As we launched AI on chat, I understood something I didn’t expect... Chat AI agents are going to fundamentally change the way shoppers interact Here’s how my thinking evolved: 👉 Initial thought: AI agents were here to improve customer experience with instant responses. 👉 Next idea: Once set up, they could start turning support conversations into sales 👉 The real insight: There’s more than that. When I shop, I start with ChatGPT, telling it what I want to buy and getting personalized recommendations. I then provide feedback to narrow down the options. Once I’ve found what I want, I leave ChatGPT and head over to the merchant’s website. I beleive the in store experience we have when speaking with a store associate can finally have its digital equivalent. Drift pioneered this for B2B SaaS a few years ago, but back then you could only chat with SDRs, which eventually felt limited. Now, AI agents enable a whole new level of depth, that’s comparable to the quality of conversation you’d have with an associate, if not better. I think merchants need to provide this kind of experience on their websites. Having an AI agent on chat isn’t just about responding to existing conversations. 𝗜𝘁’𝘀 𝗮𝗯𝗼𝘂𝘁 𝗲𝗻𝗰𝗼𝘂𝗿𝗮𝗴𝗶𝗻𝗴 𝗺𝗼𝗿𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝘁𝗼 𝘀𝗵𝗼𝗽 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝗰𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻, which will likely result in 10x more conversations and an overall better shopping experience. I’m working with the GLAMNETIC team to implement this, and I’ll keep sharing my learnings as we move forward.

Here’s how we implemented an AI Agent for our client that increased user engagement on their site by 1000X. A few months ago, the client came to us with a common problem: ⏱️ Website visitors were leaving within seconds. We took a bold step: We implemented an AI agent on their site. But not just any chatbot. This AI was designed to think like a helpful human—able to answer questions, guide users, recommend products, and even crack a light joke here and there. The result? Average time on site jumped from seconds to 4-5 minutes. That’s not just more time—it’s more trust, more exploration, and ultimately, more conversions. Here’s what worked: ✅ The AI greeted users based on the time of day. ✅ It personalized responses using browsing behavior. ✅ It never sounded robotic—it sounded real. ✅ It guided users, not just reacted. We didn’t just install an agent. We gave the website a voice, a personality, and a purpose. 📈 Engagement metrics soared. ❤️ And best of all, users left with a better experience. If your site is a revolving door of visitors, maybe it’s time to invite them to stay a while—with AI. #AI #UserExperience #CustomerEngagement #AIAgent #WebConversion #DigitalTransformation #MarketingInnovation HonestAI - Agentify Your Company GrayCyan AI Consultants & Developers