In most cases, the number of people writing to the brand on the chat is not constant all the time. It is frequently observed that traffic grows (even more than a 100%!) just before Christmas (e-commerce), during promotional campaigns, holidays or just like that – it all depends on the specificity of the business . It turns out to be a big problem with keeping up the quality of customer service, especially during those "hot seasons" in the year. Of course, you can employ new people, but this comes with more expenses. Then, a few questions arise: would these new employees be able to grasp the knowledge needed in time? Would you still employ them after the "hot seasons" or would you dismiss them? You can drop your customer service quality, too, but I wouldn’t recommend taking this into consideration :)
Solution: Assuming that you don't have much time, you can create a very simple chatbot that greets the user (after the chat is opened) with a message and a few buttons, which reflect the most popular topics. One of Chatbotize consumers managed to lower the number of questions requiring human assistance by 30%, and because of that, they didn't have to employ new people during the Christmas season. Of course, it might be additional value if you teach your chatbot the answers to some of the most popular questions: sometimes it's only 5 questions that form the 80% of the consumers' questions overall!