Doing it yourself does not scale
A shopper who cannot find the right product does not usually ask for help. They go back to the search results they came from.
This is most acute where the difference between two products is not obvious from the listing — sizes, strengths, materials, what suits which situation.
How the chatbot handles product recommendations
The chatbot answers product questions from your own catalogue content — descriptions, specifications, care instructions, whatever you have written.
Somebody asks which of two options suits sensitive skin, and it answers from what your product pages say. Then it can put a button in the chat that takes them straight to the right product.
To be clear about how this works: it is answering from your written content, not running a recommendation engine over your sales data. Which means the quality depends on how well your products are described — and the gaps list will tell you where they are not.
