Check the channel and the knowledge
Ask how your existing website or messaging account would connect. Then ask which documents and pages the assistant can use and how updates are handled. A chatbot that speaks well but cannot use your current information may not solve your customer-service problem.
Ask what happens when it cannot answer
Try an ambiguous question, missing information and a customer asking for a person. Look for an understandable next step, not a confident guess. If staff handover matters, see where employees reply and what conversation history they receive.
Demonstrate the action and its limits
If you need booking, see a booking request, approval where applicable, and a change or cancellation. If you need live order data, ask which integration supplies it. Do not infer operational capability from a convincing sample conversation or a long list of industry names.