AI · CHATBOTS
A chatbot that answers from your content and knows when to hand over
We build AI assistants for your website or your internal teams that answer only from material you approve, and pass the conversation to a person when they should.
Useful answers, not confident guesses
Your customers ask the same questions every day: opening hours, delivery times, prices, how to book, whether a product suits them. Your staff ask their own repeated questions about policies, procedures and where to find things. A well-built chatbot answers these at any hour and frees your people for the conversations that matter.
A badly built one invents answers, frustrates customers and creates risk. The difference is in the design. Our chatbots answer from a knowledge base of content you have approved, say plainly when they do not know, and hand over to a person, with the conversation so far, whenever a question is sensitive, complex or commercial.
We build two kinds: customer-facing assistants on your website, and internal assistants that help your team find answers in your own documents.
What’s included
Question analysis
We review your enquiry emails, call notes or support tickets to find the questions that come up most and the ones a bot should never answer.
Approved knowledge base
We organise your content into a source the chatbot answers from, and set up a simple way for your team to update it.
Tone and boundaries
Written rules on voice, topics to avoid, how to handle complaints and when to hand over to a person.
Hand-over and lead capture
Conversations that need a person are passed on by email, chat or your CRM, with contact details and a summary.
Testing before launch
We test with hundreds of realistic questions, including awkward and hostile ones, and fix what fails before customers see it.
Monthly review
We read a sample of conversations, flag wrong or weak answers and update the knowledge base.
AI AT WORK
Where AI does the work
AI DOES
- Answers routine questions immediately, at any hour, using only your approved content
- Recognises when a question is outside its scope or when a customer is unhappy, and triggers a hand-over
- Groups conversations by topic each month so gaps in your content and new questions are easy to spot
YOUR SPECIALIST DECIDES
- You approve every source the chatbot answers from, and every rule it follows
- Your team handles complaints, sales negotiations and anything the bot hands over
- Our specialist reviews conversation samples each month and decides what to correct
How we work
- 01ScopeWe agree in a written mandate what the chatbot will and will not do, where it will live and how success is measured.
- 02Build the knowledgeWe gather and tidy your content, write the boundaries and hand-over rules, and connect your contact or CRM system.
- 03TestWe run realistic and difficult questions, involve your team in testing and fix failures until answers are reliable.
- 04Launch and monitorWe go live, watch closely in the first weeks and then review a sample of conversations every month.
HOW WE MEASURE
How we measure it
We look at whether the chatbot actually resolves questions and whether people who need a human reach one quickly. Your monthly statement shows the figures, the problems we found and what we changed.
- Share of conversations resolved without hand-over
- Answer accuracy in the monthly sample review
- Hand-overs and leads passed to your team
- Top unanswered questions and content gaps
Is this right for you?
- Your team answers the same questions by email, phone or chat every day
- You have, or can produce, clear written answers to those questions
- You want a bot that hands over to people rather than replacing them
- You want an internal assistant so staff can find policies and procedures quickly
An indication, not a quote.
Questions we are asked
Will the chatbot make things up?
We design against it. The chatbot answers from a knowledge base of content you approve and is instructed to say when it does not know rather than guess. Before launch we test it with hundreds of realistic and awkward questions, and after launch we review a sample of conversations every month. No AI system is perfect, which is why hand-over to a person is built in.
What happens when a customer wants to speak to a person?
The chatbot hands the conversation over, either straight away or when it recognises a complaint, a sensitive topic or a sales opportunity. Your team receives the customer’s details and a summary of the conversation by email, live chat or your CRM, so the customer does not have to repeat themselves. You decide the hand-over rules before launch.
How do you handle personal data in chatbot conversations?
We set up the chatbot so it collects only the personal data it needs, explain in your privacy notice how conversations are stored and used, and choose services with data terms suitable for UK GDPR. Retention periods and access are agreed with you. Internal assistants are restricted to the documents each user is entitled to see.