Conversational UX
FAQ Bot
An FAQ bot is a simple chatbot that answers predefined questions with fixed responses. Unlike AI agents, it cannot execute processes or fetch data from systems.
Also known as: FAQ-Bot, FAQ Chatbot
What an FAQ bot is good for
An FAQ bot covers recurring, clearly phrased questions with hard-coded answers: opening hours, delivery regions, return policies. Maintenance happens via a list of question-answer pairs.
Where FAQ bots hit limits
- No personalization based on account data
- No process execution (check order status, change an address)
- No comprehension bridge for rephrased or multi-part questions
- Human escalation often the only option for anything not in the catalog
When an AI agent is the better choice
Whenever requests go beyond pure information lookup, an AI agent beats an FAQ bot: it uses RAG for fact-grounded answers, calls APIs, and resolves requests case-closing.