AI and process

AI chatbot

Customer conversation assistant

AI chatbots are assistants built on language models that talk to customers in a shop or on a website and answer questions in natural language.

What is AI chatbot?

AI chatbots are programs that hold conversations with users in natural language, built on large language models rather than pre-written scripts. In an online shop a chatbot answers questions about products, delivery or order status, and its reliability depends on the data it can access. A well-implemented chatbot also knows when to hand the conversation over to a person.

How we use it at Koda Plus

In an online shop selling consumer electronics, home appliances and garden products, we deployed an AI chatbot that talks to customers in the shop and on Allegro and passes the harder cases to the team. It works alongside Claude API, Shopify, BaseLinker and SellAssist. In our AI customer service agents offer, chat is one of the channels alongside email: answers are based on the company’s catalogue and knowledge, and a person takes over the conversation when needed.

Used in

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In our services

When it makes sense

  • Customers often ask about delivery, availability and order status
  • You sell in several channels, such as your shop and Allegro
  • Customers message you in the evenings and at weekends
  • Your team wants relief without losing control of difficult cases

Frequently asked questions
AI chatbot

  • What is the difference between an AI chatbot and a traditional chatbot?

    A traditional chatbot follows a decision tree and gets lost when a customer phrases a question in an unexpected way. An AI chatbot understands natural language and builds answers from the shop’s data. In return it needs clearly defined knowledge sources and rules about what it must not promise.

  • Can an AI chatbot handle Allegro messages?

    Yes, if it is integrated with Allegro’s message centre, either directly through the API or through a multichannel sales tool. The same assistant can then answer in your shop and on Allegro using a single knowledge base.

  • How do I stop an AI chatbot from making up answers?

    Connect it to current sources – the catalogue, stock levels, order statuses and terms of sale – instead of relying on the model’s own knowledge. Add a clear instruction to admit when data is missing and pass the conversation to the team.

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