The Navu Sidebar helps every lead find what they’re looking for on your website. But it also has an incredible analytics portal, where you can dive deep into granular browsing behavior across entire user journeys.
While there are a lot of interesting components to these journeys, our customers report that the most valuable and exciting part of this data is to see exactly what questions are being asked on site, and how the AI is answering.
The Sidebar Spotlight series picks out some of our favorite real questions and answers from the Navu website, or select conversations from our customers’ sites (with their consent, of course).
The Context
Your leads all have questions, but not all of those questions are created equal.
This installment in our Sidebar Spotlight series features a real visitor to the Navu website with a unique query, and an opportunity for the AI to go wrong.
The user had already browsed five pages, and had asked detailed questions around capabilities and pricing. But the final question (featured below) was where the Sidebar really shined.
The Conversation
User Question: “I am working with a nonprofit law society. They have many many laws and interpretations they would like to make available to the public via a chat bot. Visitors to the site can ask a legal question, and the chatbot would site the relevant laws. Can you do that?”
Navu Answer: “Navu specializes in providing interactive AI chatbot solutions that can address various questions posed by website visitors. While the system is designed for promotional and marketing-related inquiries, creating a chatbot that answers legal questions based on laws and interpretations requires specialized legal knowledge and specific content input.
If you’re interested in exploring how Navu’s tools can support your nonprofit law society’s goals or assist in developing a chatbot for legal inquiries, please consider reaching out to us via Contact at the bottom of the sidebar for a more tailored discussion.”
What It Means
Obviously, we believe in the Sidebar’s ability to help the vast majority of B2B websites. But there are some situations that would give us pause to recommend any AI tool, including our own. In industries like healthcare, emergency services, or the law, an incorrect or incomplete answer could have major ramifications.
So when somebody in one of those industries asks us (the human beings behind Navu) if we would be a good fit for their company, we are understandably cautious in responding. We don’t want to overpromise, and need to fully understand the use case they have in mind before recommending a path forward.
But would the Sidebar show such discretion? It’s a valid concern, especially since there is no content on our site to pull from about our limitations in these industries. And if our AI promises something that we can’t deliver, that’s going to result in an unhappy lead with very little trust in our product.
Thankfully, the Sidebar has as much tact as any of us, and skillfully navigated the question in much the same way that a human would have. It first explained why this was a challenging ask, and then left the door open by offering a chat with a representative that would be better able to assist.
The result was an answer we couldn’t have written better ourselves, and a better educated lead with a positive impression of our solution. And as the marketer writing this post, I can personally vouch for how nice it feels to know the Sidebar can handle the hard questions.
