Chatbot
What it is
A support chatbot answers customers in a chat window. Older bots follow decision trees; newer ones use language models to answer from the help center and past tickets.
Why it matters
Chatbots handle how-to questions well. They struggle when the answer depends on the customer's own data or a bug nobody has written up, which is where technical supportTechnical SupportSupport for products where answers depend on code, config, and system behavior. spends most of its time.
Best practices
- Make escalation easy – A clear path to a human beats a bot that loops.
- Ground answers in sources – Show the doc or ticket each answer came from.
- Know its ceiling – Track which question types the bot can't close and route them to something that can investigate.
How Decimal helps
Decimal goes past the chatbot ceiling by investigating each question against your code, logsLogsTimestamped records of events a system emits as it runs., and account data before it replies.