The way people search is changing — fast.
More and more, customers are skipping Google and asking AI tools like ChatGPT, Perplexity, or Bing Copilot for answers instead.
Recent surveys show:
This means the way your business shows up online is more important than ever — because AI assistants aren’t just giving a list of websites. They often give one single answer, and if you want to be part of it, your information has to be ready.
When someone asks ChatGPT, “What’s the best family hotel with reef tour pickups?” it doesn’t list 10 blue links. It gives one or two specific recommendations.
If your business isn’t part of that answer, you’ve lost the customer before they even hit Google.
The same applies across industries — from online retail and major events, to tourism operators, finance providers, and even local trades.
AI assistants gather their answers from:
If your website is hard to navigate, has missing information, or hides important details behind menus or PDFs, the AI may skip over you in favour of a competitor
AI assistants gather their answers from:
If your website is hard to navigate, has missing information, or hides important details behind menus or PDFs, the AI may skip over you in favour of a competitor.
Example – Scuba Diving Industry:
Instead of saying “We provide all diving equipment”, spell it out so there’s no ambiguity and AI can match the exact words people might use in their search. For example:
“We provide all dive equipment, including mask, snorkel, booties, fins, breathing apparatus, air tank, wetsuit, weight belts and a dive computer — everything you need for an incredible underwater experience.”
Being specific not only makes it easier for customers to picture their experience, but also ensures AI tools have the detail they need to recommend you.
Example – Membership Access:
Instead of saying “Our members have full access”, spell it out so people — and AI — know exactly what that means:
“All members have access 24 hours a day, every day of the year.”
Specific details like this leave no room for doubt, make it easier for customers to understand the benefit, and help AI tools pick up the exact terms people might search for.
AI tools are more likely to recommend information that is current.
Check your website regularly for outdated prices, old event dates, or expired promotions.
Show when your information was last updated — it builds trust.
When you engage Chat2 Concierge, one of the first things we do is a comprehensive website audit to set up the knowledge base for your service. This means you’ll quickly see where your information is out of date, what needs to be refreshed, and which details could be stopping AI (and customers) from recommending you.
Imagine the exact question someone might ask an AI when they need what you offer — then make sure your website answers it clearly.
This is where Chat2 Concierge makes a big difference.
We track the exact questions people are asking when they land on your website, so you know what’s on their mind in real time. Our insights show you:
We can even highlight those answers in custom AI prompts based on a visitor’s behaviour or the page they’re viewing — giving them the right information at the right time.
Examples:
With Chat2 Concierge, you don’t have to guess what customers want — we show you exactly what to put front and centre.
With Chat2 Concierge, you don’t even have to rely on guesswork.
We can ask every customer who engages in chat how they discovered your business, and we also automatically capture the referring page they visited before landing on your website.
Our monthly report shows you clear trends in your website traffic and enquiries, helping you spot growth areas and potential gaps.
If you need deeper insights, we can provide a comprehensive, detailed report on request — giving you a complete picture of how people are finding and interacting with your business online.
If you want to be in those recommendations, your online presence needs to be crystal clear, accurate, and customer-focused — now more than ever.
And if you want to know exactly what your customers are looking for when they arrive? Chat2 Concierge can show you, in real time — and help you turn those insights into action.
You can book a time for your demo right now.
