Chatbot or knowledge assistant: define the job first
CodeAstra Tech · Engineering decision guide
Start with the problem
A conversational interface is not a complete product requirement. Decide whether the job is answering approved knowledge, collecting information or taking an action.
Define the scope
A knowledge assistant needs source updates, retrieval permissions and traceable answers. A guided intake flow may need only structured questions and validation.
Check the failure cases
When an answer is unavailable, route the user to a person or a clear alternative. Do not invent an answer to make a conversation appear successful.
Make the decision
Evaluate task completion, correct escalation and unsupported answers. Conversation volume by itself does not establish business value.