Scripted chatbots and GPT conversations are both useful, but they fit different support styles. Scripted bots are predictable. GPT conversations are more flexible.
Use scripted chatbots when
- Questions are predictable.
- Routing matters.
- You need strict answer control.
- Support policies must be followed exactly.
Use GPT conversations when
- Visitors ask varied questions.
- Exploration matters.
- Education is part of the page.
- You want flexible guidance.
Combined workflow
Use GPT conversations for exploration and scripted flows for account support, routing, or strict business processes.
Decision rule
Choose Chat: GPT based conversations when the page benefits from open-ended help rather than a rigid decision tree.