Chatbots Are the Future – But Why Don’t All Big Websites Use Them Yet?

Let’s face it: AI is everywhere right now. From smart assistants in your phone to AI art generators and even virtual therapists, we’re living in a world that’s increasingly comfortable talking to machines. And one of the most exciting — and practical — AI tools out there is the chatbot.

But before we look at chatbot use, let’s take a step back.

A Quick History of AI and Chatbots

The journey of AI began back in the 1950s when scientists first started imagining machines that could think like humans. Early efforts were clunky and rule-based. Then, in 1966, ELIZA came onto the scene — one of the first chatbot programs. It mimicked a therapist by parroting back users’ inputs. Simple, but groundbreaking.

Fast forward to today, and we now have AI chatbots that can hold intelligent, natural-sounding conversations, answer questions, take bookings, recommend products, and even joke around with customers. The rise of large language models (like ChatGPT) has supercharged this tech. And with tools like these becoming more affordable and customizable, there’s never been a better time to implement a chatbot on your website — even for small businesses.

Yet you might have noticed that not all the big brands have jumped on the chatbot train. Why not?

Why Some Big Websites Still Avoid Chatbots

You’d think with all their resources, big companies would be leading the charge — but surprisingly, some of them are still holding back. Here are a few potential reasons why:

1. It’s Complicated Behind the Scenes

Big websites often have mountains of content, dozens of departments, and tons of customer types. Building a chatbot that can navigate all of that smoothly is a massive project. Training the AI to handle everything from technical queries to emotional customer service conversations takes time, energy, and serious technical firepower.

Smaller businesses actually have an edge here — it’s far easier to build a streamlined, focused chatbot for a specific product or service than for an international brand with dozens of offerings.

2. A Bad Bot Can Be Worse Than No Bot

We’ve all been there: trying to get help from a chatbot that keeps missing the point, repeating itself, or just giving up halfway through. For big brands, the risk of annoying customers and damaging their reputation can outweigh the benefits — especially if the chatbot isn’t up to scratch.

That’s why the key is personalisation and clarity. A well-built chatbot, tailored to your business and your audience, enhances the user experience instead of frustrating it.

3. Some Situations Still Call for a Human Touch

Industries like finance, healthcare, or legal services often involve sensitive or complex issues. Customers in these areas usually prefer speaking to a real person who can show empathy and offer nuanced advice. That said, even in these sectors, chatbots can still help with routine tasks — like appointment bookings or FAQs — saving human agents for when it really matters.

4. Cost and Ongoing Maintenance

Building a cutting-edge, AI-powered chatbot can be expensive if you’re starting from scratch. It’s not just about development — it’s also about maintenance, training the AI, updating it regularly, and integrating it into other systems.

But here’s the good news for you: Online Unlimited offers custom-built, character-rich chatbots from just £100. That’s right — no huge investment required, and no steep learning curve. We’ll handle the hard stuff for you.

5. Privacy and Security Concerns

Chatbots deal with user data — and that means companies need to stay on top of GDPR and other data protection laws. For some big brands, this adds another layer of complexity. But again, with the right chatbot partner (hi, that’s us!), you can ensure your bot is built with privacy in mind.

• Ready to Join the Future?

  At Online Unlimited, we make it easy, affordable, and actually fun to bring your website to life with a custom AI chatbot.

  Whether you want a friendly assistant, a cheeky sales rep, or a helpful guide with a quirky personality, we’ve got you covered.

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  You don’t need to be a tech expert.

• You just need to know what your customers need — and we’ll take care of the rest.

  👉 Want to learn more or see examples?

  Get in touch today, or drop us a message.

  Let’s give your website a voice — and your customers the instant support they deserve...

• What Can a Chatbot Do for You?

  Let’s talk about you for a second. If you’re running a small business or managing a growing website, here are just a few pain points a chatbot can solve:

  • You’re tired of answering the same questions. Let the bot handle FAQs so you can focus on growing your business.

  • You want to offer 24/7 customer support. Even when you're asleep, your bot is working.

  • You’re missing leads because people drop off the site. A chatbot can engage visitors instantly and guide them toward action.

  • Your email inbox is overflowing. Let your bot answer the quick stuff, so you only deal with the important messages.

  • You want your brand to feel modern and responsive. A chatbot shows your customers you’re up to date and ready to help.

6. Some Brands Want to Stay "Human"

There are companies that pride themselves on their personal service — think luxury brands or boutique businesses. They might feel that a chatbot takes away from their carefully crafted brand image.

However, a chatbot doesn’t have to sound robotic. In fact, the best ones don’t. They can have a personality, a tone, even a sense of humour. With the right design, a chatbot can enhance your brand identity — not dilute it.

7. Integration Can Be Tricky

If a business already has a customer support platform, knowledge base, CRM, and booking system, plugging in a chatbot can seem daunting. For older systems or more complex infrastructures, integration can take time.

But for smaller websites or newer businesses, integration is much smoother — and can often be done in a matter of hours. Especially when you’ve got someone else doing the heavy lifting (yes, that’s us again!).

8. Waiting for the Tech to Mature

Some big players are simply sitting back and waiting. AI moves fast, and no one wants to be the first to jump on a trend that might fizzle out. But here’s the thing — chatbots aren’t a passing phase. They’re evolving rapidly, and getting smarter, more user-friendly, and more affordable every day.

9. They Might Not Need One (Yet)

If a business has low customer support volume, or if most queries are already being handled through other channels, they might not see the value in a chatbot. But for small businesses looking to scale or save time, a chatbot can be a game-changer.