
Today we are excited to announce the launch of file attachment support capabilities to all customers. Following our successful launches of [image support](/en/blog/image-support-introducing-vision-chatbot) and [voice messages](/en/blog/audio-support-introducing-voice-messages-chatbot), we're now generalizing to other input modalities. This new feature enables users to upload documents during conversations, allowing botBrains to read and understand the content for more personalized and effective customer service.

The integration of file attachment support allows customers to share documents directly with the botBrains AI chatbot. This capability is specifically designed for end customers, not for businesses to upload knowledge documents. It eliminates the need for customers to manually extract and type information from their documents. botBrains can now read PDFs, Office documents, data files, and more, extracting relevant information, understanding context, and providing precise assistance based on the actual documents customers have received. This shared perspective bridges the gap between what customers are looking at and the support they need, resulting in more accurate responses, reduced back-and-forth, and faster resolution times.

We currently support multiple file formats including:

- PDF documents (.pdf)
- Office documents (.docx, .pptx, .odt, .odp)
- Text files (.txt, .rtf, .md)
- Data formats (.csv, .json, .xml, .xlsx)

## Use Cases

botBrains file attachment support addresses real-world customer service scenarios across various industries. It enhances communication by allowing the AI to analyze the exact documents customers are inquiring about.

### Frictionless Communication

File attachment support creates smoother interactions by allowing customers to share documents directly rather than explaining their contents:

Customers can upload order confirmations, invoices, or receipts and simply ask "What's the status?" without needing to locate and enter order numbers manually. The AI reads the document, identifies key information, and provides relevant updates.

Shoppers can attach product specifications or compatibility documents and ask "Will this work with what I have?" without needing to transcribe technical details. The AI analyzes the specifications and provides informed compatibility assessments.

Users can share error messages, system logs, or technical documentation and ask "How do I fix this?" The AI reads the precise error codes and context, delivering targeted troubleshooting guidance.

### Embedded Assistance

On product pages, businesses can integrate the Web SDK to allow customers to upload technical specifications, product documentation, or compatibility information directly. The AI reads and analyzes the documents, helping customers understand product details or make informed purchasing decisions without leaving the product page.

Customers can attach instruction manuals or assembly guides to get clear, contextual help with specific steps they're struggling with. The AI reads the exact page or section in question and provides targeted assistance. This creates a seamless support experience by eliminating the need to describe complex instructions or diagrams.

<TextAndLeftImage imgsrc="/blog/images/posts/document-support/contract-analysis.webp" imgalt="Contract document being analyzed by AI">
      Legal or service documents can be uploaded for plain-language explanations of specific clauses or terms. The AI reads the contract language, identifies the relevant sections, and explains complex terminology in accessible language, helping customers make informed decisions before accepting terms.
</TextAndLeftImage>

### Proof

Files are essential for verification processes in customer service. With file attachment support, customers can easily upload documents as proof to substantiate their claims or requests. Whether it's providing receipts for refunds, warranty certificates for service claims, or documents for identity verification, customers can now share these directly with the AI, which can extract and verify key information without requiring manual data entry.

### Workflows

Many customer service processes involve the exchange of documents at various stages. From application submissions to approval processes, document sharing is often a critical component of complex customer journeys. File attachment support streamlines these document-heavy workflows by allowing customers to share necessary documents directly within the conversation flow.

For mortgage pre-approvals, customers can share income verification documents, credit reports, and property information in a single conversation. For insurance claims, customers can attach incident reports, photos, and supporting documentation as the AI guides them through the process step by step. For technical support, customers can share system logs, error reports, and configuration files while the AI provides real-time troubleshooting based on the actual content.

These integrated document workflows eliminate the need for separate email submissions, dedicated portal uploads, or follow-up communications requesting additional documentation. By keeping the entire process within a single conversation thread, customers experience a more cohesive journey with fewer handoffs and transitions.

When issues do require human expertise, the file attachment support creates a seamless transition. Through our human handoff feature, all attached documents, along with AI-generated analysis and context, transfer directly to human agents. This ensures that agents have immediate access to all relevant customer documents without requiring customers to resubmit information, creating a truly continuous experience even when transitioning between AI and human support.

## Safety Measures

botBrains implements robust security measures for all uploaded documents. The platform scans files for malware and viruses before processing. While we scan for security threats, we are still working to implement the same level of content moderation guardrails that we currently have for audio and image files, keeping you and your team away from inappropriate content.

"After the introduction of image and voice support earlier this year, we're excited to launch document support!" said Liam van der Viven, Co-Founder & CTO of botBrains. "We long had support for ingesting arbitrary files into the chatbots knowledge. We're excited to bring this capability to customers, allowing them and the AI to have a larger shared perspective. It will also allow highly specific, case-based support without large system integration."

"This feature is specifically designed for end customers, not for businesses to attach files," Liam continued. "It's about creating a more frictionless experience where customers can share their specific documents—whether it's a product manual they're confused about or a warranty they need to understand. By expanding the shared context between the customer and the AI, we're enabling the chatbot to better empathize with the customer's situation and provide more targeted, relevant guidance based on the exact documents they're looking at. This shared perspective eliminates misunderstandings and helps the AI meet customers precisely where they are."

## Conclusion

With file attachment support, botBrains creates a stronger shared context between customers and AI support. By reading and understanding the actual files customers are looking at, botBrains delivers more empathetic, accurate, and efficient support experiences based on a common perspective. This feature complements our existing image and voice capabilities, creating a comprehensive AI support platform that can truly see the world from the customer's point of view, regardless of how they choose to share their context.

botBrains now supports file attachments from customers including PDFs, Office documents, data files, and more. The AI can now read documents shared by customers during conversations, enabling personalized support based directly on their own files.

Document Support: Introducing Attachments


Today we are excited to announce the launch of voice message support capabilities to all customers. This new feature enables users to send audio recordings during interactions, creating an even more natural and efficient customer service experience.

## Audio Support

The integration of voice message support allows customers to share information verbally with the botBrains AI chatbot. This capability eliminates the need for customers to type out lengthy explanations or complex issues. botBrains accurately transcribes and understands spoken language, identifies tone, and processes verbal descriptions of problems. This audio intelligence bridges the gap between what customers can type and what they can more easily explain verbally. The result is a more human-like interaction, reduced support time, and a more accessible experience for all users.

## Use Cases

botBrains voice message support addresses real-world customer service needs across various scenarios. It enhances communication and provides options for users who prefer speaking over typing.

### Frictionless Communication
Customers can simply record their questions or concerns instead of typing them out, creating a more natural conversational flow:

#### Support on the Go
Customers can send voice messages while walking, driving (hands-free), or in situations where typing is inconvenient, ensuring support is available wherever they are

#### Complex Issue Description
Customers can verbally explain nuanced problems that would require lengthy text descriptions, making it easier to convey the exact nature of their issue

### Audio Troubleshooting

Sometimes describing a problem verbally provides crucial details that might be missed in text. Our voice message support offers a convenient way to share information without typing lengthy explanations:

### Accessibility

Voice messages make our support more inclusive and accessible to a wider range of users:

> Voice message support represents a significant advancement in making AI customer service more human and accessible," said Liam van der Viven, Co-Founder & CTO of botBrains. "By allowing customers to communicate in the most natural way possible—through their own voice—we're removing barriers and creating support experiences that feel more effective and quick. This feature is especially important for accessibility, ensuring that everyone can access the support they need regardless of their abilities or circumstances.

#### Visual Impairment Support

<TextAndLeftImage imgsrc="/blog/images/posts/voice-support/visual-impairment.png" imgalt="Person with visual impairment using voice messages for support">
      Customers with visual impairments can communicate through voice messages rather than relying on screen readers and typing. This creates a more direct and intuitive support experience for users who navigate primarily through audio interfaces. Our models are much better at understanding voice than build in speech recognition systems. We do rely on screen readers for speaking back the answers.
</TextAndLeftImage>

#### Typing Difficulty Accommodation

<TextAndLeftImage imgsrc="/blog/images/posts/voice-support/arthritis.png" imgalt="Person with mobility limitations using voice messaging">
      Customers with mobility limitations, like arthritis, or other conditions that make typing difficult can easily interact through voice messages. This removes barriers to support for these users and ensures equal access to assistance. Voice input allows them to express their concerns naturally, without the physical strain or frustration that typing may cause. Additionally, it empowers users who may have temporary injuries, neurological conditions, or age-related limitations to seek help independently and confidently. By offering voice-based support, businesses can create a more inclusive and human-centered customer experience that respects diverse abilities and needs.


</TextAndLeftImage>

#### Language Barrier Navigation
In Germany, 6.2M adults aged 18-64 have limited reading and writing skills in German (12% of the population, [2018](https://www.bundesregierung.de/breg-en/service/archive/progress-on-literacy-1608278)). botBrains has always been designed to work with 24+ languages and voice messages will be available in all of them. This means that users can communicate in their native language, even if they struggle with reading and writing.

## Voice-Enabled AI Support

botBrains continues to pioneer innovations in AI customer support. With the addition of voice message capabilities, businesses can now offer their customers a more flexible, accessible, and human-centered service experience that meets them where they are—whether that's through text, images, or now, the sound of their voice.

botBrains now supports voice messages for customer service. Users can share audio information directly with the AI chatbot for a more natural and efficient support experience.

Audio Support: Introducing Voice Messages


> One Picture Worth Ten Thousand Words

Today we are excited to announce the launch of image support capabilities to all customers. This new feature enables users to upload images during interactions, facilitating even more effective customer service.

## Image Support

The integration of image support enables customers to share visual information directly with the botBrains AI chatbot. This capability eliminates the need for customers to describe complex visual problems through text alone. botBrains identifies products, error codes, damage patterns, and status indicators automatically. This visual intelligence addresses the communication gap between what customers can describe and what they need to show. The result is improved customer satisfaction, reduced support escalations, and higher first-contact resolution.

## Use Cases

botBrains image support addresses real-world customer service needs. It enhances communication and simplifies complex tasks that previously required extensive text descriptions.

### Frictionless Communication
Customers can just screenshot an email, webpage information, and ask a contextual question without restating the scope in which it is asked. This creates a more natural and efficient interaction:

#### Order Status Inquiries 
Customer can screenshot an order confirmation email and simply ask "When will this arrive?" without needing to copy order numbers or restate what they're asking about

#### Product Specification Questions 
Customer can capture a product page showing technical specifications and ask "Is this compatible with what I already have?" without repeating all the details

### Visual Troubleshooting

Sometimes it's just easier to show than tell. Our image support allows users to point out issues directly with visuals instead of relying on lengthy descriptions. Here are some detailed examples:

#### Product Identification and Compatibility

<TextAndLeftImage imgsrc="/blog/images/posts/vision-support/presta-valve.png" imgalt="Macro close-up photograph of a bicycle tire valve showing a thin, threaded Presta valve with the small metal locking nut visible at the top, protruding from a black rubber tire with part of the rim visible">
      Customers upload images of products when unsure about compatibility or replacement parts. 
      For bike tire valves, botBrains distinguishes between Presta, Schrader, or Dunlop types. 
      It then recommends compatible pumps, valve extensions, or replacement tubes.
</TextAndLeftImage>

#### Washing Machine Error Code

<TextAndLeftImage imgsrc="/blog/images/posts/vision-support/washing-machine.png" imgalt="Washing machine with error code shown">
      Customers snap photos of their washing machine's digital display showing error codes. botBrains recognizes both the machine model and the error code. The system looks up the appropriate manual and guides the customer through troubleshooting. For a Samsung front-loader displaying "4E," botBrains identifies it as a water supply issue. It then provides steps to check the water inlet valve, verify water pressure, inspect hoses, and clean filters.
</TextAndLeftImage>

#### Router Status Lights

<TextAndLeftImage imgsrc="/blog/images/posts/vision-support/router-status.png" imgalt="Fritzbox Router having issues">
      Customers upload images of their router showing various blinking patterns. botBrains identifies the specific pattern and provides targeted troubleshooting steps. The AI sees exactly what the customer sees and responds with precise instructions: "I notice your internet connection light is flashing amber. This indicates an unstable connection. Let's reset your modem first, then check your line quality."
</TextAndLeftImage>

#### Style and Fit Recommendations

<TextAndLeftImage imgsrc="/blog/images/posts/vision-support/living-room.webp" imgalt="Living room that requires something to fill the middle">
      Customers seeking home decor advice can receive recommendations based on visual preferences. 
      A customer unsure how to fill the space can upload a photo of their living room. botBrains analyzes 
      the space, identifies design elements, color schemes, and available space. This will help guide 
      the conversation later on. It then suggests suitable sofa styles and fabrics that complement their current decor.
</TextAndLeftImage>


### Proof
Images are a frequent part of customer service interactions. Customers often need to provide proof of purchase, warranty, or damage. With image support, customers can easily upload images to verify their claims or communicate damage extend.

#### Damage Assessment for Returns & Claims 

<TextAndLeftImage imgsrc="/blog/images/posts/vision-support/jar-in-box.png" imgalt="Cracked jar in a box">
      Most refund and claim processes require customers to provide proof of purchase or evidence of damage. 
      This often involves tedious back-and-forth communication. With image support, customers can upload images 
      directly, streamlining the process.
</TextAndLeftImage>

## Safety Measures
botBrains is build on a secure foundation. Security isn't safety, so we also added new safety capabilities to our system that keep you and your organization safe.

The platform scans uploaded files for malware and viruses and blocks them. We implement systems to keep your team away from inappropriate content. botBrains uses moderation models to detect and block inappropriate content, mainly:

- Graphic Violence
- Sexual Content

Sexual Content our systems believe to be Child Sexual Abuse Material (CSAM) will be reported to State Criminal Police Office of North Rhine-Westphalia (LKA NRW - Landeskriminalamt Nordrhein-Westfalen) in accordance with German law.

## AI Vision Chatbot 

"The ability to _'see'_ what customers see marks one of the most meaningful steps forward in AI support since natural language understanding," said Liam van der Viven, Co-Founder & CTO of botBrains. "Instead of asking users to describe complex visual issues in words—which has always been a challenge—we're now enabling AI to understand problems just as customers experience them. It's a shift from _'tell me what's wrong'_ to _'show me,'_ creating a shared visual context that helps resolve issues faster and with less back-and-forth. This isn't just about convenience; it's about making support more intuitive, more human, and less frustrating."


botBrains continues to innovate in AI customer support. Businesses can now offer their customers efficient, secure, and engaging experiences.


botBrains now supports image uploads and visual reasoning for customer service. Users can share visual information directly with the AI chatbot for faster, more accurate support and workflows.

Image Support: Introducing Vision


<Aside>  
 <CustomerSuccessStoryCard company="OMR Education GmbH" domain="education.omr.com" headquarters="Lagerstraße 32, 20357 Hamburg" industry="eCommerce, Education" features={["Knowledge Refresh", "Users", "Topic AI", "Web SDK", "Human Handoff"]} />  
</Aside>  

<CustomerQuote author="Hanna Wedemann" role="Learner Experience Team at OMR Education"  
image="/blog/images/posts/hanna-wedemann.png">  
"With botBrains, we have found the perfect balance between automation and personal consultation. Our users get the right answers faster, and my team can focus on complex inquiries." 
</CustomerQuote>  

## Company Overview  

OMR has long been a major player in the digital marketing world. Best known for its annual OMR Festival in Hamburg, the company also runs **OMR Education**, offering a wide range of digital learning programs designed to keep (future) marketers up to speed. Covering everything from social media and performance marketing to SEO, this diverse online education platform helps marketers deepen their expertise.  

However, this very diversity raised an important question for users: **Which course is right for me?** Where can I find **the best content for my needs and marketing challenges?** The sheer variety of options made decision-making difficult and led to increased demand for explanations. Additionally, administrative queries related to certificates, bookings, or course materials resulted in a growing number of support requests.  

## The Challenge: Effective Product Consultation  

OMR Education aims to provide an outstanding customer experience—starting from a visitor’s very first interaction with the webshop. As the number of offerings and interested users grew, so did the need for consultation. The Learner Experience Team faced the challenge of responding to individual inquiries quickly and efficiently without increasing wait times. At the same time, they wanted to be available 24/7 to address user questions in real time, helping them resolve concerns and complete bookings as smoothly as possible.  

## AI-Powered Course Consultation at OMR Education  

The AI chatbot from botBrains automatically indexes website content and retrieves scheduling data from an Excel file, ensuring continuous real-time updates. Users receive immediate responses and support around the clock. The chatbot provides targeted assistance in several key areas:  

#### **1. Personalized Course Recommendations**  

Instead of browsing through the extensive webshop, users can specify their interests and prior knowledge. Based on this input, the chatbot recommends the most suitable course—efficiently and tailored to their needs. This guided selling approach ensures that visitors receive structured, intuitive recommendations that match their skill level and career aspirations.

#### **2. Contextual Product Guidance**  

The chatbot understands which page a user is currently viewing and can provide relevant, context-aware answers. This means users receive the exact information they need—without having to search for it. By embedding guided selling elements, the chatbot can steer users toward the right decision by clarifying product benefits in real time. 

#### **3. Instant Support for Administrative Queries**  

Whether it’s about certificates, booking details, or technical questions, botBrains instantly provides answers from existing help center articles or other web resources. This significantly reduces the volume of support requests at OMR Education.

#### **4. Smart Escalation for Complex Requests**  

If a query is too specific or complex for the chatbot, it automatically generates a **structured email** with all relevant details. The user only needs to hit send—ensuring the OMR team receives all necessary information without additional back-and-forth.  

#### **5. Multilingual Support for International Users**  

With botBrains, OMR Education can provide consultation not only in German but also in multiple languages—a valuable addition for its expanding international network.  

#### **6. Data-Driven Insights for OMR Education**  

botBrains analyzes user interactions and provides valuable insights:  

- What topics generated the most questions last week?  
- On which pages do users ask the most questions?  
- At what times are inquiries most frequent?  

These insights help OMR Education fine-tune its offerings to better meet user needs.  

## Improved Processes and a Better Customer Experience  

Since implementing **botBrains**, there has been a noticeable shift in customer inquiries:  

✅ **Automated handling of a large number of user queries**  

✅ **Significant reduction in support team workload**  

✅ **Shorter response times and higher customer satisfaction**  

Beyond automation, guided selling ensures that users feel confident in their course selection. Rather than simply presenting options, the chatbot navigates users toward the best choice by actively engaging with their needs.

## Continuous Improvement  

One of the best aspects of botBrains is how quickly feedback is integrated into the platform. At OMR Education, we benefit from a system that continuously evolves. The ability to recognize the exact webpage from which a user is asking a question was a feature suggested by OMR Education—and it was implemented a week later. botBrains delivers the best digital consultation experience in the industry by constantly refining its guided selling capabilities.



OMR Education offers website visitors personalized guidance on further education, powered by an AI chatbot from botBrains. Over 1,000 users have already taken advantage of this service. The assistant provides tailored course recommendations, answers administrative queries in real-time, and reduces the support team's workload. At the same time, it delivers valuable data-driven insights to optimize the offerings.

How OMR Education Supports and Advises 1,000+ Prospect Visitors Using AI Chatbots


> While we use American English in our writing, as a German company serving European customers, we're talking about football here. To our American and Canadian friends, we're talking about soccer.

## Challenge

In today's always-connected world, the relationship between football clubs and their fans extends far beyond the 90 minutes on the pitch. Modern supporters expect immediate, personalized attention whenever they engage with your club—not just on matchdays.

With clubs facing upwards of 6,000 fan inquiries monthly, delivering consistently excellent service presents a significant challenge. How do you ensure every supporter feels valued while managing this volume efficiently?

Whether your club is big or small, every digital fan service team knows these common questions:

- 🎟️ **Tickets**: "Can I transfer my season ticket?", "Are there still tickets available for the derby?"
- 🚗 **Stadium Info**: "Where can I park?", "When does the stadium open?"
- 🤝 **Memberships**: "How can I become a club member?", "What are the benefits of a membership?"
- 🛍️ **Merchandise**: "When is the new jersey coming out?", "Can I personalize my jersey?"
- 🔐 **Account Questions**: "How can I change my banking details?", "I've forgotten my password!"
- 📰 **News & Rumors**: "When is Matchday 11?", "Is the transfer rumor true?"
- 💪 **Youth and Amateur Sports**: "Do you have holiday programs for kids?", "Where can I find information about youth training?"
- 🤗 **Expectation Management**: "I'm the best in my club. Can I play for your first team?"

On and before matchdays, fan hotlines and inboxes often overflow. Yet many of these questions could easily be answered automatically, freeing up your team to focus on new initiatives.

## AI Chatbots for Digital Fan Service

Let's explore the core advantages that AI chatbots bring to football clubs:

### Instant Support

Available 24/7, AI chatbots provide instant support when fans need it most—whether after a disappointing match or during late-night hours. They deliver immediate responses to common questions and seamlessly escalate complex issues to your team with complete context, either via email or directly through your existing ticketing system.

### Unlock Global Audiences

One of the most powerful benefits is multilingual support with zero maintenance required. AI chatbots effortlessly communicate with fans in their native languages, dramatically expanding your club's accessibility. While most clubs can only realistically support 2-3 languages internally, AI chatbots remove this limitation—making crucial information available to your entire global fanbase.
Next, lets dive into what differentiates botBrains from other AI chatbots for football clubs.

### Hyper-Personalization via Fan Profiles

Our systems support user recognition, so we can instantly know if a fan is a season ticket holder or a regular in the family section. You can annotate properties on the user Fan Profiles, which allows us to provide tailored responses without lengthy or repeated question flows. We can also login users to retrieve their personal information, past orders and other relevant data. Most of our customers find this to be the most impressive feature of our chatbots.

### Ticketing made easy

botBrains is an expect in custom integrations, so we can directly link to your ticketing system. This allows us to provide real-time information on available tickets and even suggest the best seats. We can also handle contextual recommendations based on the stations:

- "Which seats are ideal for families?"
- "I'm looking for a ticket for the next home game. What do you recommend?"

### Merchandise that fans love

Merchandise matters – AI actively supports your sales: From the latest jersey to the perfect gift for your nephew. We offer personalized suggestions and direct links to your online fan shop for quick purchases. We also a detailed piece on [Guided Selling](/ai-chatbot-sales). Examples include:

- "What gift is perfect for my 10-year-old nephew?"
- "I'm looking for a jersey for my wife. Can I personalize it?"
- "When is the new jersey coming out?"

### Brand-Consistent Design and Tone

You can control the chat bubble user interface via our platform. Customize the chat bubble with your club's colors and logo for a seamless brand experience.

We work with you to nail the exact tone and style of your club. Our AI is trained to understand the unique language and culture of your fanbase, ensuring a personalized experience that resonates with supporters.

Want to reach fans on their preferred platforms? We can integrate with WhatsApp, Facebook Messenger, and more.

### Guided Onboarding and Effortless Maintenance

We're with you every step of the way—from initial setup through launch and beyond. Getting started takes less than a day, not weeks.

Adding botBrains to your site is as simple as pasting a snippet of code and takes less then 20 minutes.

Forget the headache of traditional chatbots that demand constant updates. botBrains automatically learns from your existing content—whether it's on your website, in PDFs, or other documents. We continuously crawl your resources to stay current, eliminating duplicate work for your team.

Need advanced integrations? Our team handles all the technical work—no need to involve your busy developers. And when you're ready to explore proactive features like personalized product recommendations, our clear documentation guides you through every option.

### Secure and GDPR-compliant

All data is securely hosted in Germany and fully GDPR-compliant. Additionally, few other platforms have the battle tested knowledge to transparently and securely integrate with your existing login systems, needed to securely retrieve personal fan information.

## Credible Football Expertise

We understand football from the inside out. Our team partners with premier Bundesliga clubs like **1. FC Köln** and **Schalke 04**, delivering AI solutions built specifically for the football industry's unique challenges.

Our co-founder, Björn Rosenthal, brings deep industry knowledge as the former long-term **Head of Digital Products at DFL** (German Football League). This insider perspective ensures our solutions address the real needs of clubs and their fans.
While standard chatbots only resolve 40% of fan inquiries, botBrains evidently achieves 90% resolution rates for existing customers. We accomplish this by creating true digital fan specialists—not generic AI assistants.

Our approach begins with understanding your specific support patterns. We start with a targeted pilot program to collect key data points about your fan interactions. Our TopicAI system analyzes these conversations to identify recurring topics, peak inquiry times, and fan sentiment—providing actionable insights even before full implementation.

These insights drive our integration strategy, connecting botBrains with your existing systems for maximum ROI. The result is a solution that doesn't just answer questions but actively enhances your entire fan relationship management ecosystem.

## Results You Can Expect

- **Fan Satisfaction**: Immediate, accurate responses at any time
- **Staff Efficiency**: Focus on complex inquiries and personal fan relationships
- **Revenue Growth**: Increased ticket and merchandise sales through recommendations just at the right time
- **Global Reach**: Support for international fans in their native languages
- **Data Insights**: Understand fan needs through comprehensive analytics

## Get botBrains for your club

Want to see how botBrains can specifically support your club? Send us an [email](mailto:info@botbrains.io), call us or [book a discovery consultation](https://cal.com/liam-van-der-viven-c26nyj/25min). We're looking forward to hearing from you!


Football clubs face thousands of fan inquiries monthly. Discover how botBrains AI chatbots enhance fan experiences, clarify membership benefits, increase ticket sales, and boost merchandise revenue—all while saving your staff valuable time.

AI Chatbots for Football Clubs


## Works Well with Zendesk

Your team knows Zendesk, and it works. A full migration isn’t worth the hassle. Instead, you need a way to improve what you already have. While Zendesk helps manage support, many tasks—like ticket creation, gathering details, and handling basic requests—still take up too much time. Employees shouldn't need to answer questions written in the FAQ. You want to reduce repetitive work and deliver faster, better customer service. If that resonates with you, read on.

Do you need to scale your support team quickly? The onboarding of new agents is also **time-consuming**, requiring them to manually learn processes that make it harder to scale. If that resonates with you, also read on.

By integrating an **intelligent AI layer** in front of Zendesk, you can **reduce ticket volume, automate workflows, and boost productivity** without disrupting existing processes. That's where botBrains comes in.

## Zendesk’s Native AI Chatbot Limitations

Zendesk offers its own AI chatbot (e.g., Answer Bot, Zendesk AI), but many organizations find it **falls short in practice**. Users report that the chatbot often feels **“dumb”**—failing to retrieve relevant information, misunderstanding queries, or serving generic, unhelpful responses. This stems from **Zendesk AI's reliance on its internal knowledge base**, meaning it struggles if articles aren’t structured perfectly. Additionally, it only pulls from **limited sources**, ignoring crucial information stored in external databases, PDFs, or other customer-facing materials.

Furthermore, **Zendesk’s AI cannot perform advanced actions**, like auto-generating return labels or requesting evidence for claims, leaving agents to handle tedious follow-ups manually. Users also cite frustrations with the chatbot’s **limited learning capabilities**, requiring constant updates to ensure relevance. In many cases, customers end up bypassing the bot entirely—defeating its purpose. Zendesk’s AI is simply **not equipped for real-world complexity**. That’s where botBrains provides a **smarter, more capable** alternative.

## botBrains for Zendesk

### Zendesk AI Chatbot Alternative

Unlike Zendesk’s limited AI, botBrains **enhances** Zendesk by acting as an **intelligent first-line assistant**. It works alongside Zendesk to **automate conversations, intelligently forward structured tickets, and execute AI-driven actions**—all while improving response quality.

### AI-Powered Ticket Creation & Advanced AI Actions

botBrains **automatically captures and structures complete tickets**, forwarding them to Zendesk with all necessary details—eliminating redundant back-and-forth. This reduces agent workload while ensuring faster resolutions. The AI can also **trigger automated workflows**, such as:

- Auto-generating **return labels** when predefined conditions are met.
- **Requesting evidence (e.g., images) for refunds/claims** before escalating to an agent.
- Handling **policy-based responses** (e.g., warranty validation) without agent intervention.
  By combining **smart routing and automation**, botBrains makes **Zendesk ticketing smoother and more efficient**.

### Unifying Support and Sales in One Chatbot

botBrains isn’t just a **support bot**—it also acts as a **product advisor**, bridging the gap between customer service and sales. Unlike Zendesk’s AI, which is solely designed for issue resolution, botBrains **guides customers through purchasing decisions** with personalized product recommendations. The AI can:

- Provide **instant sales guidance** based on user queries.
- Suggest **related products or upgrades** after a support interaction.
- Ensure customers get the **best possible resolution**, whether it’s a fix or a product recommendation.
  This **dual functionality** turns your chatbot from a **cost-saving tool into a revenue driver**.

### Seamless Onboarding

One of botBrains’ biggest advantages is its **quick setup and zero maintenance**. Unlike Zendesk AI, which requires **constant manual updates**, botBrains **automatically syncs with all your sources** (not just Zendesk Guide, but Notion, Confluence, PDFs, external FAQs, Docx, ePub and pretty much any other system you can think of). Users have their own  Companies can get started in **under an hour**, and the AI continues learning **without ongoing management**. This makes it the **most scalable and low-maintenance Zendesk AI chatbot alternative** available today.

### Double Time-To-Resolution Cut

By intelligently triaging inquiries, botBrains ensures that only complex cases reach human agents, allowing them to focus on high-value interactions rather than repetitive questions. Reducing the backlog of tickets enables support teams to respond quickly to tickets that are not deflected by the botBrains AI gateway. This results in a snappy experience for customers who have issues that currently still require human intervention. The AI proactively gathers all necessary information before escalating a ticket, so agents receive structured, actionable cases instead of incomplete requests. This eliminates back-and-forth delays.

### Clear ROI for Automations

Because botBrains is your **inbound gateway** we now track most engagements and you can make use of \*\*TopicAI\*\* a conversational intelligence system that discovers the topics of customer questions. TopicAI gives you  a clear view of the thematic distribution of customer requests. With botBrains’ **custom integration service**, you can attach additional systems and handle **even more tasks** that currently require human intervention. botBrains Chatbots can  perform realtime lookups in your software systems like CRM, ERP and more to meet user questions. This includes automating:

- **CRM updates** based on chatbot interactions.
- **Order modifications and refunds** directly within connected e-commerce platforms.
- **Logistics coordination**, such as tracking shipment updates or triggering automated follow-ups.

By continuously measuring current support load and computing ROI, botBrains **identifies new opportunities for automation**, ensuring that your team operates at peak efficiency while reducing operational costs.

By intelligently triaging inquiries, botBrains ensures that only complex cases reach human agents, allowing them to focus on high-value interactions rather than repetitive questions. Reducing the backlog of tickets enables support teams to respond quickly to tickets that are not deflected by the botBrains AI gateway. This results in a snappy experience for customers who have issues that currently still require human intervention.  The AI proactively gathers all necessary information before escalating a ticket, so agents receive structured, actionable cases instead of incomplete requests. This eliminates back-and-forth delays. 

## Best AI Chatbot for Zendesk
botBrains is a smarter AI solution for Zendesk users. It fixes Zendesk's built-in chatbot while adding 24/7 intelligent support, ticket automation, AI-driven actions, and product recommendations that boost revenue.

**Your Customers Win** because they get instant, personalized service that exceeds their expectations. You can now easily offer recommendations that help them find exactly what they need.

**Your Business Wins** because happier customers become repeat buyers and spread word-of-mouth, boosting sales. At the same time, you cut agent workload and improve costs through automation, which you can either pocket or invest in new initiatives to fuel growth.

Setup requires minimal onboarding and zero maintenance. Check out our customer success stories to see proof. For organizations wanting to maximize efficiency and quality at scale, botBrains is the best AI chatbot for Zendesk.

You do not want to migrate from Zendesk, but Zendesk's AI chatbot is lacking? Discover how botBrains blends state of the art AI chatbots with Zendesk's ticketing platform by providing a truely intelligent AI-powered gateway that customers love. Cut time to resolution and drive automation for cost cuts.

botBrains for Zendesk


<Aside>
 <CustomerSuccessStoryCard company="Ballsportdirekt.de GmbH & Co. KG" domain="ballsportdirekt.de" headquarters="Kamp-Lintfort, Germany" industry="Sporting Goods Retailer" features={["Knowledge Refresh", "Web SDK", "Custom Integration"]} />
</Aside>

<CustomerQuote author="Carolin Holtwiesche" role="Product Manager Indoor at Ballsportdirekt">
"botBrains has been a game-changer. A 90% resolution rate is just a number, but we feel the impact daily. Our support team is no longer overwhelmed, and customers receive instant, clear answers. Even when escalation is needed, it’s seamless. We’ve improved response times, reduced costs, and boosted customer satisfaction—all without any real maintenance effort. Highly recommend!"
</CustomerQuote>

## **Company Overview**

[WePlayHandball](https://www.weplayhandball.de/) is a large German online retailer for handball gear, serving thousands of players, coaches, and teams across Europe. It is one of many shops botBrains supports from [Ballsportdirekt](https://www.ballsportdirekt.de/), a subsidiary of 11Teamsports.

## **The Challenge**

As their business grew, so did the volume of customer inquiries—most of which were repetitive questions about order tracking, late deliveries, and product availability. Their support team was overwhelmed, leading to slower response times and increased customer dissatisfaction.

Support requests fell into three main categories:

1. **Order Tracking & Late Deliveries**  
   Customers wanted instant updates on their orders and explanations for delays.

2. **Returns & Refunds**  
   Many inquiries related to refund timelines and return processes.

3. **Product Availability & Recommendations**  
   Shoppers frequently asked about stock levels and product details.

With limited resources, they needed a scalable solution that could provide instant responses, reduce customer frustration, and allow human agents to focus on complex cases like payment issues and irregular requests.

## **The Solution: AI-Powered Automation with botBrains**

To scale their support without increasing headcount, WePlayHandball deployed botBrains’s AI-powered assistant, which now handles **90%** of incoming customer requests—instantly and accurately.

- **90% Automation of Customer Requests**  
  The chatbot resolves most inquiries without human intervention, drastically reducing ticket volume.

- **Real-Time Order Tracking & Delivery Updates**  
  Customers receive instant shipping updates by simply entering their order number and last name for soft-access guarding.

- **Custom ERP Integration**  
  Allows customers to provide sensitive information like tracking number and last name to retrieve the current status. Data is secure and hosted in Germany.

- **Automated Explanations for Delays**  
  The AI proactively provides reasons for delays and sets clear expectations.

- **Seamless Human Escalation**  
  When the chatbot can’t fully assist, it crafts an email for the customer. Users simply autofill their contact details, hit send, and receive a prompt reply—ensuring a frictionless handover to human support.

- **Focus on High-Value Cases**  
  The support team is no longer buried in repetitive tickets and can now exclusively handle payment issues and irregular cases.

The 3rd issue category was unserved by support then and is still unserved by the bot. This topic may be continued in future collaborations.

## **Results & Impact**

- **90% Reduction in Human-Supported Inquiries**  
  90% of conversations were resolved autonomously. Support agents now focus only on critical cases escalated by the system.

- **14.000+ Conversations, 50.000+ Messages handled in the last 12 months.**

- **Instant Response Times**  
   Customers receive immediate answers, dramatically improving satisfaction.

- **Higher Operational Efficiency**  
   Fewer tickets mean lower costs and better scalability.

- **Better Customer Experience**  
  Even when human support is needed, the chatbot prepares the email for the user, making escalation effortless.


Ballsportdirekt resolves 90% of 14,000 annual customer inquiries using botBrains' AI chatbot. A direct ERP connection enabled real-time order information. Automatic knowledge ingestion made knowledge changes effortless after onboarding. We decreased response times from days to seconds.

How Ballsportdirekt resolves 90% of Customer Requests with botBrains

You are a business looking for a chatbot solution? We help you decide between botBrains and ChatBot.comwith this detailed comparison.

Compare botBrains vs. ChatBot.com


We've looked at the pricing pages on moin.ai and botbrains.io to compare the two chatbot vendors. Below you will find an executive summary and a full tabular comparison of the plans and features of both vendors. The data is based on the information available on the respective websites of moin.ai and botBrains as of end of February 2025.

## Executive Summary

When evaluating GDPR-compliant AI chatbot solutions for businesses in the EU, botBrains and moin.ai stand out as two compelling options, each catering to different needs.

botBrains is a modern AI chatbot platform focused exclusively on Large Language Model (LLM)-based chatbots with advanced custom integrations for hyper-personalization. Unlike traditional chatbot solutions, botBrains does not offer live chat support but enables seamless escalation to email and ticketing systems. The platform is designed for businesses looking for cutting-edge AI capabilities, continuous knowledge base updates, and real-time analytics to maximize automation and customer engagement.

moin.ai, a more established player, primarily builds on traditional decision-tree chatbots with limited AI chatbot support. While it offers built-in live chat for human-agent handoff, its AI functionality is constrained, supporting only a small number of knowledge sources with tiered limitations. Additionally, its pricing structure is more complex, requiring higher-tier plans for full functionality.

## Core Differentiators

#### Product
botBrains leverages the latest LLMs (GPT-4o, Claude, Gemini, etc.) and dynamically selects the best model for each use case, ensuring optimal performance. It supports over 24 languages across all plans and provides hyper-personalization through its User object and Web SDK, enabling cross-device conversation continuity, session-based data annotation, and page-specific suggestions. With real-time knowledge base updates and the ability to handle 20,000+ sources (unlimited on request), botBrains ensures that businesses have up-to-date and comprehensive AI-driven interactions.

In contrast, moin.ai is centered around decision-tree chatbots with basic AI capabilities. Its AI chatbot support is limited to a few sources, with updates occurring manually or on fixed schedules (14–30 days). Language support is restricted to 1–7 languages depending on the plan. Analytics are also limited, with only basic metrics available, whereas botBrains provides advanced insights through TopicAI and sentiment analysis.

Key Difference: botBrains is a fully AI-driven chatbot platform with extensive knowledge base support and superior customization, making it ideal for businesses that prioritize AI-powered automation over traditional chatbot structures.

#### Pricing Structure & Usage
Both moin.ai and botBrains have entry points around 500€/month, but botBrains offers a complete feature set, while moin.ai requires higher tiers for full functionality.
moin.ai includes unlimited monthly interactions across all plans, whereas botBrains limits its Business plan to 3,000 answers/month with pay-as-you-go options for Enterprise. Key Difference: moin.ai may be more cost-effective for very high-volume usage scenarios in non-fully featured starter plans, but the pay-as-you-go model of botBrains can be more cost-effective for a feature complete offering.

Importantly, botBrains offers guided onboarding on all plans, while moin.ai only offers these on the more expensive Business tier. moin.ai also offers a bot building service on request, while botBrains includes this in all plans. Key Difference: botBrains offers more inclusive onboarding and bot-building services. 

#### Security & Compliance
Both platforms offer GDPR compliance and EU-based data processing, but botBrains specifically uses German servers with guaranteed data encryption at rest. Key Difference: botBrains may offer slightly stronger data security guarantees.

### Ideal Customer Profiles

#### Choose botBrains if you:

- Require a fully AI-driven chatbot solution with advanced LLM support.
- Need continuous, real-time knowledge base updates.
- Want hyper-personalization features via User objects and the Web SDK.
- Want context aware responses that guide customers.
- Need to support multiple languages (24+ available).
- Prefer advanced analytics, including sentiment analysis and topic insights.
- Value guided onboarding and included bot-building services.

#### Choose moin.ai if you:

- Require an integrated live chat solution for direct human-agent interactions.
- Prefer traditional decision-tree-based chatbot structures.
- Need unlimited interactions at lower-tier pricing (with limited AI capabilities).


### Conclusion

botBrains is the AI chatbot platform designed for businesses that prioritize automation, personalization, and advanced analytics. With its strong focus on AI-powered customer interactions, real-time knowledge base updates, and extensive language support, botBrains offers a comprehensive solution for companies looking to maximize automation and customer experience.

moin.ai, on the other hand, provides a more conventional chatbot experience with built-in live chat support, making it a suitable choice for businesses that require direct human-agent interactions alongside automated responses. This ensure 100% reliability at a lower resolution rate and high manual upkeep.

Ultimately, for organizations aiming to harness the full power of AI-driven chatbots, botBrains stands out as the superior choice with its cutting-edge features and scalable, cost-effective approach.

## Table Comparison
📌 Feb 2025

### Pricing & Core Features
| Feature | moin.ai Starter | moin.ai Business | moin.ai Professional | moin.ai Enterprise | botBrains Business | botBrains Enterprise |
|---------|----------------|------------------|----------------------|--------------------|-------------------|---------------------|
| **Pricing** | 500€/month | 850€/month | 2,450€/month | Custom pricing | 549€/month | Custom pricing |
| **Setup Fee** | Includes Quick Setup | 0€  | 0€  | 0€  | 0€ | 0€ |
| **Projects/Chatbots** | 1 | 1 | 1 | 3 | 1 | 1+ |
| **AI-Agents/Bots** | 1 | 50 | 100 | Unlimited | 1 | 1+ |
| **Monthly Interactions** | Unlimited | Unlimited | Unlimited | Unlimited | 3,000 answers/month | Unlimited answers (pay-as-you-go) |
| **Language Models** | GPT-4o mini | GPT-4o mini, GPT-4o | GPT-4o mini, GPT-4o | GPT-4o mini, GPT-4o, more on request | Per Use Case (GPT-4o, o1, o3, Claude Sonnet 3.7, Gemini...) | Per Use Case (GPT-4o, o1, o3, Claude Sonnet 3.7, Gemini...) |
| **Languages Supported** | 1 | 1 | 2 | 7 | 24+ | 24+ |

### Knowledge Base & AI Features

| Feature | moin.ai Starter | moin.ai Business | moin.ai Professional | moin.ai Enterprise | botBrains Business | botBrains Enterprise |
|---------|----------------|------------------|----------------------|--------------------|-------------------|---------------------|
| **Knowledge Sources** | CSV, PDF, URLs | CSV, PDF, URLs | CSV, PDF, URLs | CSV, PDF, URLs | CSV, PDFs, URLs, Docx, Confluence, Notion, ...  | Everything (including audio) |
| **Source Update Rate** | One-time/Manual | 30 days | 14 days | On request | Continuous | Continuous |
| **Number of Sources** | 20 | 100 | 500 | On request | 20,000 | Unlimited |
| **AI Persona Customization** | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| **System Availability** | n/a | n/a | n/a | n/a | 99.9% | 99.9% |

### Integrations & Actions

| Feature | moin.ai Starter | moin.ai Business | moin.ai Professional | moin.ai Enterprise | botBrains Business | botBrains Enterprise |
|---------|----------------|------------------|----------------------|--------------------|-------------------|---------------------|
| **Actions/Integrations** | 0 | 1 | 5 | 30 | 1 | Unlimited |
| **Custom Integrations** | ✗ | ✗ | ✗ | ✓ | ✗ | ✓ |
| **API & Webhook Support** | ✗ | ✓ | ✓ | ✓ | ✗ | ✓ |
| **Ticketing System Integration** | n/a | n/a | n/a | n/a | ✗ | ✓ |

### Human Support & Handoff

| Feature | moin.ai Starter | moin.ai Business | moin.ai Professional | moin.ai Enterprise | botBrains Business | botBrains Enterprise |
|---------|----------------|------------------|----------------------|--------------------|-------------------|---------------------|
| **Live-Chat Seats** | 0 | 1 | 10 | 35 | n/a | n/a |
| **Human Takeover** | ✗ | Live Chat / Email | Live Chat/Email | Live Chat/Email | Email/Webhook | Email/Webhook |
| **Email Handoff** | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |

### Analytics & Reporting

| Feature | moin.ai Starter | moin.ai Business | moin.ai Professional | moin.ai Enterprise | botBrains Business | botBrains Enterprise |
|---------|----------------|------------------|----------------------|--------------------|-------------------|---------------------|
| **Automation Rate** | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| **Conversation Analytics** | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| **Topic Analysis** | ✓ | ✓ | ✓ | ✓ | ✓ (TopicAI) | ✓ (TopicAI) |
| **Sentiment Analysis** | n/a | n/a | n/a | n/a | ✓ | ✓ |
| **User Feedback** | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| **Custom Reports** | ✗ | ✗ | ✗ | On request | ✗ | ✗ |
| **Test Suites & Evaluation** | ✗ | ✗ | ✗ | ✗ | ✓ | ✓ |

### User Management & Administration

| Feature | moin.ai Starter | moin.ai Business | moin.ai Professional | moin.ai Enterprise | botBrains Business | botBrains Enterprise |
|---------|----------------|------------------|----------------------|--------------------|-------------------|---------------------|
| **Single Sign-On (SSO)** | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| **Admin Accounts** | 1 | 1 | 2 | 3 | Beliebig | Beliebig |
| **Content Editors** | 1 | Unlimited | Unlimited | Unlimited | n/a | n/a |
| **User Identification** | n/a | n/a | n/a | n/a | ✓ | ✓ |
| **Cross-Device Continuity** | n/a | n/a | n/a | n/a | ✓ | ✓ |
| **Role Management** | ✗ | ✓ | ✓ | ✓ | ✗ (not needed) | ✗ (not needed) |
| **Audit Logging** | n/a | n/a | n/a | n/a | ✗ | ✓ |

### Widget & Customization

| Feature | moin.ai Starter | moin.ai Business | moin.ai Professional | moin.ai Enterprise | botBrains Business | botBrains Enterprise |
|---------|----------------|------------------|----------------------|--------------------|-------------------|---------------------|
| **Custom Colors** | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| **Custom Font** | ✗ | ✗ | ✗ | On request | ✗ | ✗ |
| **Remove Provider Logo** | ✗ | ✗ | ✗ | On request | ✗ | ✗ |
| **JavaScript SDK** | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| **Multimedia Support** | ✓ | ✓ | ✓ | ✓ | ✓* | ✓*|
| **File Upload** | ✓ | ✓ | ✓ | ✓ | ✓* | ✓* |
| **Page-Specific Suggestions** | ✗ | ✗ | ✗ | ✗ | ✓ | ✓ |
| **A/B Testing** | ✗ | ✗ | ✗ | ✗ | ✓ | ✓ |

*not yet GA

### Channels & Deployment

| Feature | moin.ai Starter | moin.ai Business | moin.ai Professional | moin.ai Enterprise | botBrains Business | botBrains Enterprise |
|---------|----------------|------------------|----------------------|--------------------|-------------------|---------------------|
| **Website Domain Integration** | 1 | 1 | 5 | +5 | ✓ | ✓ |
| **Mobile App Support** | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| **WhatsApp** | ✗ | ✗ | On request | On request | ✗ | On request |
| **Voice Support** | On request | On request | On request | On request | ✗ | ✗ |

### Security & Compliance

| Feature | moin.ai Starter | moin.ai Business | moin.ai Professional | moin.ai Enterprise | botBrains Business | botBrains Enterprise |
|---------|----------------|------------------|----------------------|--------------------|-------------------|---------------------|
| **GDPR Compliance** | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| **Server Location** | EU | EU | EU | EU | Germany | Germany |
| **Data Encryption in Transit** |  ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| **Data Encryption at Rest** | n/a | n/a | n/a | n/a | ✓ | ✓ |
| **Data Processing Agreement** | Standard | Standard | Individual DPA possible | Individual contracts possible | ✓ | ✓ |

### Optional Features

| Feature | moin.ai Starter | moin.ai Business | moin.ai Professional | moin.ai Enterprise | botBrains Business | botBrains Enterprise |
|---------|----------------|------------------|----------------------|--------------------|-------------------|---------------------|
| **Product Advisor** | Optional (5 products, 5 properties) | Optional (10 products, 5 properties) | Optional (20 products, 20 properties) | Optional (20+ products on request) | ✓ | ✓ |
| **Bot-Building Service** | On request | On request | On request | On request | ✓ | ✓ |
| **Bot-Maintenance Service** | On request | On request | On request | On request | ✓ | ✓ |

### Onboarding/Customer Support

| Feature | moin.ai Starter | moin.ai Business | moin.ai Professional | moin.ai Enterprise | botBrains Business | botBrains Enterprise |
|---------|----------------|------------------|----------------------|--------------------|-------------------|---------------------|
| **Dedicated Contact Person** | ✗ | ✓ | ✓ | ✓ | n/a | ✓ |
| **Help Center** | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| **Ticket Support** | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| **Email Support** | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| **Live Chat Support** | n/a | n/a | n/a | n/a | ✓ | ✓ |
| **Phone Support** | ✗ | ✓ | ✓ | ✓ | ✗ | ✓ |
| **Onboarding** | 1h Handover | Onboarding Session | 2x Onboarding Sessions | Individual Onboarding | Full Onboarding | Full Onboarding |




You are a business looking for an AI chatbot solution? This articles examines the complete offering of botBrains and moin.ai to help you make an informed decision.

Compare botBrains vs. moin.ai


Effective immediately, botBrains is eliminating the "SSO tax" by making Single Sign-On (SSO) available across all subscription plans at no additional cost.

We believe enterprise-grade security shouldn't come with double the cost. We want to be the AI chatbot solution for European businesses, enabling businesses to follow security best practices at any tier is essential. We're advocating for secure and efficient delivery of exceptional customer experiences by organizations of any scale. GDPR compliant and secure by design.

## Why we're making this change

Historically, Single Sign-On (SSO) capabilities were exclusive to our Enterprise plan. This inadvertently created a barrier for organizations seeking to follow security best practices without upgrading to our highest-tier plan.

We've recognized that this approach contradicts our mission to democratize access to secure AI solutions. Security shouldn't be a premium feature—it's a fundamental right for all our customers and ultimately guards the end-users privacy.

## Understanding the importance of SSO

Single Sign-On is more than just a convenience feature—it's a cornerstone of modern IT security best practices. By centralizing authentication across your organization's applications, SSO creates a robust security framework while streamlining employee lifecycle management:

- **Automated onboarding**: When a new employee joins, IT teams can provision access to all necessary applications with a single action, reducing setup time from hours to minutes
- **Zero-click offboarding**: When an employee departs, a single deactivation immediately revokes access across all connected systems—eliminating security gaps from forgotten accounts
- **Centralized security control**: Enforce consistent security policies like password complexity, multi-factor authentication, and suspicious login detection across all applications
- **Reduced attack surface**: Fewer login credentials means fewer potential points of compromise, significantly lowering your organization's overall security risk
- **Compliance enhancement**: Maintain detailed access logs and authentication records to meet regulatory requirements like GDPR, HIPAA, or SOC 2

## Getting started with SSO
To get started with SSO, please log into platform.botbrains.io and use 'Help' to reach out to our support team. We'll guide you through the setup process and ensure a smooth transition for your organization.


## What this means for you

#### Business Plan Subscribers
You can now integrate your existing identity providers (including Okta, Microsoft Entra ID, Google Workspace, and more) to manage user access seamlessly—enhancing your security posture without additional costs.

#### Enterprise Plan Subscribers
You'll continue to enjoy our advanced features and priority support, with the added assurance that foundational security tools like SSO are standard across all botBrains offerings.

## Our commitment to fair pricing

At botBrains, we're committed to differentiating our pricing based on capabilities - not by restricting essential security tools. We believe in providing equitable access to the features that matter most, while offering tiered pricing for advanced integrations and customization options.

---

*PS: We were inspired by our friends at [Tailscale: SSO tax, cut](https://tailscale.com/blog/sso-tax-cut). Check out [ssotax.org](https://ssotax.org/) to learn more about why the "SSO tax" is problematic across the industry.*

Effective immediately, botBrains is eliminating the "SSO tax" by making Single Sign-On (SSO) available across all subscription plans. Enterprise-grade security without the extra cost.

SSO is not a 2x price increase


Drivers who understand how a car technically works often drive more safely and effectively. They can identify strange noises or unusual behavior much faster and are aware of their vehicle's limitations. The same applies to large language models (LLMs) like ChatGPT: Those who roughly understand how they tick internally can use them better – and assess their limitations more realistically.

# Understanding LLMs better means being able to use LLMs better.

So let's turn you into a popular science expert in roughly three pages. Large language models are essentially statistical "imitators" at their core. They are provided with huge amounts of data and learn to recognize patterns in it. For so-called Large Language Models, this means: We feed them with text and they should predict the *next* word (token, more on this later). A sentence is created by repeating this step after appending the new token to the sentence. But why do LLMs stop generating? Why do they ask follow-up questions? Why doesn't "Heil" lead to "Hitler" in 20% of cases, even though there's still enough radical material on the internet? We will answer these questions.

For this to work, we first *break down* the texts into tokens. A token can be a word, part of a word, a punctuation mark, an emoji, or any other character sequence. ChatGPT, for example, has a vocabulary of around 200,000 such tokens. Any text – whether German, English, or a mix of symbols – is translated into a sequence of these tokens. Why 200,000? A vocabulary that's too small makes the token sequences very long, which makes training difficult; a vocabulary that's too large also complicates the model because we have to calculate even more probabilities in each step.

After we have prepared the entire "content-valuable" part of the internet – such as Wikipedia, forums like Reddit – in this way, we get a large neural network to guess countless times which token comes next. This is called **Pre-Training** or the phase in which the **Base Model** is created. The result: a pure autocomplete system that has learned the statistical knowledge from mountains of text, but is not yet trimmed for "helpfulness" or user-friendliness.

The next step is **Instruct-Finetuning**. Humans (so-called Human Labelers) or other helper models create dialogue examples: "question" and "ideal answer." The base model thus learns to give helpful and friendly responses instead of arbitrarily completing text. This creates an **Instruct Model** that answers questions as you would expect from an assistant. In particular, alignment is already introduced here, so the model learns to respond to "Heil" with "Hitler," but then puts it in the right context ("Heil Hitler" is a Nazi greeting that was established as an official greeting in the Third Reich (1933-1945). It served for the ideological and propagandistic glorification of Adolf Hitler and the Nazi regime...). The model also learns to withhold certain knowledge.

### Why do LLMs stop responding?
Under the hood, conversations are broken down into special "tokens" that form something like a role structure: *im_start* (e.g., beginning of a user contribution), *im_mid* (intermediate steps, such as the assistant thinking) and *im_end* (the end of the assistant's answer). As soon as the model encounters a corresponding end token – i.e., a kind of end point – in the generated text, it interprets this as a signal to conclude its answer. Or the internal dialogue switches to the next role, such as "User." That's why it sometimes seems as if the model would suddenly fall silent or deliberately ask questions: It is oriented towards these token boundaries and thus "knows" at which point the conversation is meaningfully continued or interrupted for the user.

**Example:**
When you send a request to ChatGPT, it internally generates a sequence like:

```
<start>assistant<middle>How can I help you today?<end>

<start>user<middle>What color is the sun?<end>

<start>assistant<middle>
```

The AI model doesn't really "know" when to stop; it merely calculates probabilities for the next token. A token sequence could be, for example, `Blue.<end>`. As soon as the model generates this `<end>` token, the software stops sampling tokens from the Instruct Model. The model therefore doesn't decide for itself, but always has the task of calculating a probability distribution over the vocabulary.

### What is Temperature?

Imagine a dartboard divided into several sectors. Each of these sectors represents a possible next token that the language model could output. The surface area is allocated proportionally to the probability. If a certain token has a particularly high probability, its sector is correspondingly large; tokens with lower probability, on the other hand, only get a small section of the board.

In so-called sampling, we essentially "throw" a dart blindly at this board. The token of our hit sector is our next token. Obviously, we hit larger sectors more often.

The *Temperature* parameter determines how much we "compress" or "stretch" these sectors (probabilities).

A high temperature makes larger sectors smaller, while small sectors grow. This means that even inherently unlikely tokens get more surface area. The dart throw thus more often hits "exotic" tokens. The answers sometimes sound more creative, but can also be more chaotic.

A low temperature enlarges already large sectors and displaces the small ones. This increases the chance that the dart always lands on the same, most likely tokens. The texts become more uniform and predictable, but often seem less original.

### How do we ensure that the LLM doesn't immediately stop generating?
Among other things, through **Reinforcement Learning from Human Feedback-Finetuning.** Instead of always coming up with the answer pairs ourselves, we train a second AI model that can itself estimate how high human approval would be. It is therefore an evaluation instance, also called a "Reward Model". These datasets are built by human annotators who evaluate different answer suggestions from the language model according to their quality. Perhaps it is now also clear to you why we were often asked at ChatGPT to select which of two generations we preferred. These judgments form a dataset from which the Reward Model can be built.

Now our LLM can imagine a series of possible answers to a question. Thus, we now have a combination where our LLM generates a series of possible answers and has them evaluated by the Reward Model. Answers with high scores reinforce the current behavior, while low scores weaken it. This is how the language model learns to preferentially produce answers that are positively evaluated by the Reward Model. Preferring means we increase the probabilities of those tokens. This training runs only to a limited extent so that the model cannot outsmart the Reward Model.

What results are answers that more strongly align with human ideas of relevance, friendliness, and quality. Ideally, it responds more helpfully and consistently, but is still dependent on specific usage limits, as it can still encounter unknown edge cases or erroneous estimates despite RLHF.

Anyone who has been watching the LLM space in recent weeks knows that there is a model called Deep Seek R1 that has made big waves. The background is that it performs at the level of current models, but cost much less in training. This is because the datasets for such Reward Models are getting better and better, so we are getting better at training the LLM and can start with RLHF earlier.

In summary:

1. **Base Model:** Translate huge text data into an autocomplete model.
2. **Instruct Model:** Human example answers → Chat assistant behavior.
3. **Fine Tuned Model:** Fine-tuning through targeted rewards or corrections.

Those who roughly understand that ChatGPT and Co. are fundamentally based on probabilities of tokens recognize more quickly why they sometimes hallucinate nonsense or output correct-seeming but false facts. Similar to a driver who "knows" their car, with this knowledge one can specifically use the strengths of an AI model and more confidently navigate its peculiarities. How audio and images can be processed will be discussed another time.

An understandable behind-the-scenes look at ChatGPT, Claude, Gemini and DeepSeek. From tokens and probabilities to RLHF training – this is how modern Large Language Models are created as of February 2025.

How Are the Best Language Models Developed?


## The Challenge of Customer-Facing AI Assistants

CustomGPTs have shown the potential of AI assistants, but there's a catch: they're locked inside OpenAI's platform. While businesses would love to offer these powerful AI capabilities directly to their customers, there hasn't been a trustworthy solution for deploying such assistants in customer-facing environments.

Running AI assistants in a business setting requires:
- **Secure Customer Interactions** - Protected data handling and compliant user authentication
- **System Integration** - Seamless connection with your ERP, CRM, and existing business tools
- **Customer Channel Presence** - Meeting customers where they are: on your website, in Slack, or through your app
- **Real-Time Support Features** - Proper escalation paths, conversation tracking, and support ticket integration

botBrains bridges this gap, bringing CustomGPT-like capabilities to your customer touchpoints while meeting enterprise requirements. Built by a team with experience from world-class AI products, it's designed specifically for production deployment of customer-facing AI assistants.

Let's explore how botBrains and CustomGPTs compare when it comes to real-world business implementation.

## Customer Service AI Platform Comparison
AI Built for Customer Engagement vs. OpenAI's Product Platform

### **botBrains: AI-Powered Customer Support**  
✅ Designed for **customer-facing interactions** in **support, sales, and service.**  
✅ **Integrated with your systems** (CRM, ERP, ticketing, authentication).  
✅ Built to **personalize responses based on real customer data**.  
✅ **Global reach** with one-click translations and full support for 24 languages.  
✅ **Quality assurance** through comprehensive test suites that ensure correct behavior.

### **CustomGPTs: AI Inside OpenAI's ChatGPT Platform**  
🤖 Customizable AI experiences for **ChatGPT users**—not customers.  
⚠️ **Cannot integrate directly with business systems** like botBrains.  
⚠️ No **real-time customer data tracking**—lacks personalization.  

🔍 **Key Takeaway**: If you need **AI that interacts with your customers**, botBrains is the right solution. CustomGPTs are for **users inside OpenAI's platform**.  

## Where can the AI Interact with Customers?

### **botBrains: Where Your Customers Are**  
botBrains works **across customer-facing channels**, so your AI is accessible wherever your customers interact:  

Deploy your AI assistant directly on your website through a **floating chat window** or embed it seamlessly into your app's **sidebar** or **fullscreen** view. Every **chatbot can be fully customized** to match your brand's colors and design, ensuring a consistent experience for your customers. Moreover, we support **secure user authentication** no matter your identity system.

Connect with your customers in Slack by deploying the assistant directly in their workspace channels.

### **CustomGPTs: Limited to OpenAI's ChatGPT Platform**  
⚠️ No support for **Slack, websites, or direct customer access**.  
⚠️ Only accessible **inside OpenAI's ChatGPT app**.  
⚠️ No built-in authentication or **user tracking for personalized responses**.  
⚠️ Limited to **black and white styling** with no customization options.  

🚀 **Key Takeaway**: botBrains **meets customers where they are**—CustomGPTs don't.  

## Connecting Your AI Assistant to CRM, ERP, and More

### **botBrains: AI That Knows Your Customers**  
💡 Pulls **real-time customer data** from your **CRM, ERP, and authentication systems**.  
🔄 **Tracks and logs in customers** securely—works with any auth system.  
🔗 Automates customer workflows with **deep system integrations**.  

### **CustomGPTs: No Customer Context or System Access**  
❌ No ability to **track users** or **authenticate customers**.  
❌ Users cannot be annotated from an embedded view and thus cannot seamlessly personalize the experience based on customer data.
❌ Requires **manual setup for external integrations**, (if even possible).  

🔍 **Key Takeaway**: If you want an AI that **personalizes responses and integrates with your business**, botBrains wins.  

## **Conversational Intelligence**

✅ **Tracks every interaction**, giving you clear visibility into how customers engage with your AI assistant.  
✅ Provides **conversation analytics** to uncover trends, identify frequent issues, and optimize responses.  
✅ **Sales & Support Insights** – Understand which products/services customers ask about most, track conversion opportunities, and improve FAQs based on real questions.  
✅ **Escalation Reporting** – See when and why users need human support, helping you refine automation and improve self-service rates.  

### **CustomGPTs: A Black Box Without Tracking or Analytics**  
⚠️ **No built-in tracking** – You can't see how many users interact with your AI assistant or what they ask.  
⚠️ **No analytics dashboard** – Lacks insights into conversation trends, missed questions, or engagement metrics.  
⚠️ **No conversation explorer** – You can't review past interactions or optimize responses based on real customer data.  
⚠️ **No sales insights** – Cannot capture leads / sales activity.  

### **When to Choose CustomGPTs**

While botBrains excels at customer-facing interactions, CustomGPTs have distinct advantages in certain scenarios:

### **Ideal Use Cases for CustomGPTs**
✅ **Internal Knowledge Management** – Since only internal employees have access, less stringent safety measures are needed. Ideal for creating specialized AI assistants that help employees access and navigate company documentation.  
✅ **Data Analysis, Image Generation, ad hoc Document processing** – Excellent for teams that need AI help with data analysis, research summaries, and content creation. Includes unique capabilities like Code Interpreter for complex data analysis and DALL-E for image generation. While both platforms offer web search capabilities, CustomGPTs' combination with Code Interpreter makes it particularly strong for research workflows.  
✅ **Cost-Effective Testing** – Ideal for testing AI use cases before investing in a full-featured solution.  
✅ **Individual Productivity** – Great for personal productivity and task automation within the ChatGPT environment.

### **CustomGPTs Shine When You Need**:
🎯 Rapid prototyping of AI assistants  
🎯 Simple internal tools without customer interaction  
🎯 Access to OpenAI's latest models and capabilities  
🎯 Minimal setup and maintenance overhead  
🎯 Focus on content generation and analysis  

## **Final Comparison: Which AI Platform is Right for You?**  

| Feature           | **botBrains**  | **CustomGPTs**  |
|------------------|----------------|----------------|
| **Purpose** | **Customer facing** AI applications | AI for **ChatGPT users inside OpenAI** |
| **Customer Channels** | ✅ **Slack, Website, In-App** | ❌ Only inside OpenAI's platform |
| **Authentication** | ✅ Login users, soft/hard authentication | ❌ No external user authentication |
| **Business Integrations** | ✅ **CRM, ERP, ticketing, APIs** | ⚠️ No direct integrations, setup is cumbersome and requires advanced technical understanding |
| **Brand Customization** | ✅ **Full color and style customization** | ❌ Black/white only |
| **Personalization** | ✅ Uses **real customer data** | ❌ No personalization |
| **Insights** | ✅ View all **customer conversations**, **track usage**, analyze topics, automatic reporting | ❌ No analytics |
| **Support Features** | ✅ **Handles tickets, escalations** | ❌ No built-in business workflows |
| **Language Support** | ✅ **24 languages with one-click translation** | ✅  Fully localized UI, but prompting correct language is error prone. Start Messages are not customizable. |
| **Quality Assurance** | ✅ **Comprehensive test suites** | ❌ No built-in testing |

Choose **botBrains** when you need:
- Direct customer engagement embedded into your website, app or Slack
- Analytics and tracking
- Secure authentication and user management
- Real-time customer data and personalization
- Integration with your ERP, CRM and custom APIs
- Professional customer support automation

The botBrains team brings extensive experience from world-class AI products, ensuring you get not just a tool, but expertise that understands the complexities of AI integration and customer interaction. This experience translates into better implementation, more reliable performance, and optimal customization for your specific business needs.

Choose **CustomGPTs** when you need:
- Internal knowledge assistants
- Quick deployment without complex setup
- Simple tools for team productivity
- Content creation and analysis focus
- Cost-effective AI experimentation
- Standalone AI capabilities without integrations



Compare botBrains vs CustomGPTs for customer-facing AI assistants. Discover which AI platform best fits your business needs, with detailed comparisons of chatbot integration, features, and automation capabilities for direct customer interaction.

botBrains vs. CustomGPTs: Which is best for Customer Facing AI Assistants?


### From Faster Horses to Cars: A New Paradigm in Customer Support
In today's fast-paced business environment, quick resolution of customer queries is essential. Platforms like Intercom and Dixa have improved traditional support methods by automating tasks and optimizing workflows, making existing processes faster and more efficient.

botBrains takes this a step further by fundamentally redefining the customer support process with a clear focus on the key metric that matters most: time to resolution. By delivering instant, accurate answers 24/7, botBrains reduces resolution times to near zero, eliminating customer wait times entirely. Its AI operates with minimal maintenance, continuously ingesting and updating knowledge without requiring extensive manual intervention. Every interaction enhances your documentation and product, creating a cycle of continuous improvement that drives even faster resolutions over time.

In essence, while Intercom and Dixa focus on making your existing processes faster—like giving you a faster horse—botBrains puts you in a car, transforming your journey and redefining how quickly and efficiently customer queries are resolved.

### **The AI Support Flywheel Advantage**

**botBrains** operates on a revolutionary **[AI Support Flywheel](/blog/the-ai-support-flywheel)** strategy. It’s designed to:

1. **Eliminate Delays**: Provide instant, accurate answers 24/7, reducing customer wait times to zero.
2. **Minimize Management**: Automated knowledge ingestion and continuous updates ensure the system requires **no manual maintenance**.
3. **Enhance Product Insights**: Every interaction drives improvements to your documentation and product, creating a cycle of better customer experiences over time.

Intercom focuses on enabling faster resolutions by automating workflows and routing tasks more efficiently. While effective, this still involves human intervention and ongoing configuration to ensure smooth operations.


### **Why botBrains is the Faster, Simpler Choice**

| **Feature**          | **botBrains**                                                | **Intercom**                               |
| -------------------- | ------------------------------------------------------------ | ------------------------------------------ |
| **Response Time**    | Zero delays with 24/7 instant answers                        | Faster responses with automated workflows  |
| **Maintenance**      | Zero maintenance; AI updates itself                          | Requires regular setup and rule management |
| **Resolution Scope** | Handles most queries instantly; escalates only complex cases | Focuses on routing tasks efficiently       |

With botBrains, **routine queries are resolved instantly**, while Intercom often requires humans to intervene after initial automation.

### **Zero Maintenance, Maximum Impact**

- **botBrains:** Automated knowledge ingestion gets you started in a day. There’s no need for constant updates or manual curation—the AI evolves with your business.
- **Intercom:** Effective but requires teams to actively manage workflows, update rules, and monitor performance.

**Result:** botBrains eliminates the need for ongoing management, saving you time and resources.

---

### **The Bottom Line: Instant Resolutions at Scale**

If you’re looking to completely eliminate delays for routine customer queries while minimizing your team’s workload, **botBrains** is the solution. Its AI Support Flywheel ensures instant, always-on support with zero maintenance.

While **Intercom** can make your team faster, **botBrains ensures your customers never have to wait in the first place**.

**Transform your customer support today with botBrains. Contact us to get started!**


In customer support, quick resolution is essential. Intercom speeds up support by automating workflows, helping teams respond faster. botBrains goes a step further—delivering instant answers for most queries with zero maintenance. Which one is right for me?

botBrains vs. Intercom


## 24/7 Availability Is No Longer Optional

In today's fast-paced business environment, customers expect instant, round-the-clock responses to their inquiries. This demand isn't just about convenience—it's about building trust, improving satisfaction, and staying competitive in a global marketplace. As we explored in [our blog article on the AI Support Flywheel](/blog/the-ai-support-flywheel), having a reliable AI chatbot system that delights customers, eases the load on support teams, and provides actionable insights is a strategic advantage.

But when it comes to implementing such a system, businesses face a critical decision: should they build an AI chatbot in-house or buy a ready-made solution like botBrains? Here's a balanced look at both options to help you make an informed decision.

## **1. Multilingual Support**

**Why It’s a Must-Have:**  
To cater to a global audience, your AI chatbot must communicate effectively in multiple languages, ensuring inclusivity and satisfaction across diverse markets.

**Why It’s Difficult to Build Yourself:**

- Training a chatbot to support over 24 languages requires access to extensive multilingual datasets, language expertise, and continuous refinement.
- Achieving contextual accuracy in every language adds layers of complexity.

**Potential Advantage of Building In-House:**

- Custom tailoring language support to specific regions or dialects relevant to your business.

**botBrains Value Advantage:**  
Our multilingual support is pre-built and continuously improved, allowing you to expand globally without spending months—or years—developing language capabilities.

## **2. Quick Implementation**

**Why It’s a Must-Have:**  
In competitive industries, time to market is critical. The faster you deploy your AI chatbot, the sooner you can enhance customer experiences and achieve ROI.

**Why It’s Difficult to Build Yourself:**

- Building a chatbot from scratch requires extensive coding, testing, and integration efforts, which can delay deployment by months.
- Unforeseen challenges during development often lead to costly overruns.

**Potential Advantage of Building In-House:**

- Complete control over the development timeline and customization.

**botBrains Value Advantage:**  
With botBrains, your chatbot can be live in as little as one day. Our automated knowledge extraction and seamless integrations ensure you're ready to go with minimal disruption.

## **3. Custom Integrations**

**Why It’s a Must-Have:**  
Every business operates unique systems, from ERP to CRM and ticketing platforms. Custom integrations enable your AI chatbot to seamlessly interact with these tools, providing efficient workflows and personalized support.

**Why It’s Difficult to Build Yourself:**

- Developing custom integrations requires highly skilled engineers familiar with APIs, middleware, and system architecture.
- Building compatibility with legacy and modern systems demands extensive development and ongoing maintenance.
- Debugging and ensuring reliability across all integrated systems can take weeks or even months of engineering time.

**Potential Advantage of Building In-House:**

- Deep integration tailored precisely to your proprietary systems.

**botBrains Value Advantage:**  
Unlike off-the-shelf chatbot solutions, botBrains offers explicit support for custom-made integrations with your unique systems. By leveraging our expertise and pre-built frameworks, we help you ship faster, reduce risks, and ensure your chatbot fits seamlessly into your existing ecosystem.

## **4. Data Security and Compliance**

**Why It’s a Must-Have:**  
Protecting customer data and adhering to regulations like GDPR are non-negotiable. Trust and compliance are key to maintaining your reputation.

**Why It’s Difficult to Build Yourself:**

- Ensuring compliance requires legal expertise, secure data infrastructure, and regular audits.
- Building encryption and storage mechanisms that meet regulatory standards involves significant investment.

**Potential Advantage of Building In-House:**

- Direct control over data handling and security protocols.

**botBrains Value Advantage:**  
Our platform is fully GDPR-compliant, with secure EU-based data storage. We remove the burden of managing compliance, saving you time and resources.

## **5. Robust Testing and Evaluation**

**Why It’s a Must-Have:**  
Large language models (LLMs) can be unpredictable. Testing and evaluating an AI chatbot before launch is essential to ensure it aligns with your brand and meets quality standards.

**Why It’s Difficult to Build Yourself:**

- Setting up a testing environment requires significant initial investment before delivering any value to customers.
- Building continuous integration, regression tests, and end-to-end automation pipelines takes weeks—if not months—of engineering effort.
- Without automated tools, identifying and fixing issues becomes an ongoing manual burden.

**Potential Advantage of Building In-House:**

- Customized testing protocols specific to your business requirements.

**botBrains Value Advantage:**  
At botBrains, robust testing and evaluation systems are built-in. With continuous integration and automated pipelines, you can validate your chatbot's performance at the click of a button, ensuring it's ready for customers.

## **6. Polished, Accessible UI**

**Why It’s a Must-Have:**  
A polished and accessible user interface (UI) ensures your AI chatbot provides a seamless experience on all devices, from desktops to smartphones, and is usable by all customers, including those with disabilities.

**Why It’s Difficult to Build Yourself:**

- Designing a responsive UI that works flawlessly across devices requires expertise in responsive design and accessibility standards.
- Meeting accessibility standards, such as [WCAG 2.1 compliance](https://www.w3.org/TR/WCAG21/), adds complexity, ensuring usability for customers with disabilities.

**Potential Advantage of Building In-House:**

- Complete control over the UI/UX design to match your brand identity.

**botBrains Value Advantage:**  
We've done the heavy lifting. Our pre-built UI is polished, accessible, and meets WCAG 2.1 standards, allowing you to deliver a professional experience without additional development work.

## **7. Ongoing Knowledge Updates**

**Why It’s a Must-Have:**  
For an AI chatbot to remain effective, its knowledge base must reflect your latest products, FAQs, and policies.

**Why It’s Difficult to Build Yourself:**

- Automating the ingestion and updating of knowledge requires advanced algorithms and engineering effort.
- Maintaining accuracy and relevance demands constant attention and resources.

**Potential Advantage of Building In-House:**

- Tailored update processes aligned with your internal workflows.

**botBrains Value Advantage:**  
Our platform automates knowledge updates, keeping your chatbot accurate and effective without any extra work on your part.

## **8. Advanced Analytics**

**Why It’s a Must-Have:**  
Detailed insights into customer interactions help you refine support processes, identify trends, and improve your products.

**Why It’s Difficult to Build Yourself:**

- Building an analytics engine requires significant data science expertise and custom visualization tools.
- Scaling analytics as interaction volume grows adds complexity and costs.

**Potential Advantage of Building In-House:**

- Custom analytics tailored to your specific KPIs and metrics.

**botBrains Value Advantage:**  
botBrains provides advanced analytics out of the box. As we enhance our analytics tools, you benefit from even deeper insights—without lifting a finger.

{/*
Consider **TechGear Solutions**, a mid-sized company that needed a multilingual chatbot to support its global customer base. Initially, they considered building an in-house solution but realized it would take over a year to develop. By choosing botBrains, they launched their AI chatbot in under a week, resulting in a **35% reduction in support tickets** and a **20% increase in customer satisfaction scores**.

_"Choosing botBrains was one of the best decisions we've made. The quick implementation and robust features have transformed our customer support."_
— _Jane Smith, COO of TechGear Solutions_
*/}

# **Ongoing Innovation, Shared Costs, Better Value**

The best part of choosing botBrains? Our platform keeps getting better. We continually develop new features and refine existing ones, giving you access to capabilities you could never afford to build yourself. By spreading development costs across our customer base, we deliver cutting-edge AI chatbot solutions at a strongly discounted rate.

This shared-cost model ensures that you always get exceptional value for your money, with world-class technology that evolves alongside your business needs.

# **The Clear Choice**

Building an in-house AI chatbot may seem appealing at first, offering complete control and customization. However, the costs, complexity, and resources required can be overwhelming. With botBrains, you gain a feature-rich, future-proof solution that's ready to deliver value from day one.

**P.S.** When you need something, you'll have one of our founders' phone numbers on speed dial. We're personally committed to resolving your concerns as quickly as possible—because your success is our success.


In today’s business world, 24/7 customer support isn’t optional—it’s a necessity. The question isn’t whether to use AI-powered chatbots but whether to build one in-house or buy a solution like botBrains.

Build vs. Buy AI Chatbots: Making the Right Choice for Your Business


In today’s competitive business landscape, customer support is more than a necessity—it's a key differentiator. Modern businesses strive to delight their customers while minimizing operational strain, and this is where the AI Support Flywheel shines. At botBrains, we've developed this strategic framework to empower businesses with scalable, efficient, and customer-centric support solutions.

Here’s how the AI Support Flywheel works and why it’s a game-changer.

## **The Core Principles of the AI Support Flywheel**

The AI Support Flywheel is built on four foundational pillars that drive continuous improvement and deliver exceptional customer experiences:

### 1. **Delighting Customers with Instant Answers**

Customers expect quick and accurate responses to their inquiries, and the AI Support Flywheel ensures they get just that. Our AI-driven chatbots are available 24/7, delivering detailed and relevant solutions to common queries. For complex issues, the system gathers critical context, ensuring smooth handoffs to human agents.

This seamless experience not only resolves issues efficiently but also reinforces customer trust and loyalty.

### 2. **Custom Integrations for Tailored Resolutions**

Generic answers are a thing of the past. The AI Support Flywheel leverages custom integrations to access data from your ERP, CRM, or other systems. This allows our platform to provide tailored solutions, whether it’s fetching an invoice, updating an itinerary, or troubleshooting technical issues.

By personalizing responses, businesses can enhance customer satisfaction and foster deeper engagement.

### 3. **Reducing Support Team Workload While Driving Insights**

AI automation takes care of repetitive, routine queries, freeing up your support team to tackle more complex and strategic tasks. But the benefits don’t stop there. Every interaction with the AI provides actionable insights, helping businesses:

- Identify gaps in product design or usability.
- Highlight areas where documentation can be improved.
- Optimize workflows for better efficiency.

This creates a virtuous cycle where every interaction contributes to overall improvement, driving both immediate and long-term benefits.


### 4. **Fast Setup with Minimal Maintenance**

Implementing new technology can be daunting, but the AI Support Flywheel ensures a smooth transition. With automated knowledge extraction, businesses can set up their support systems in just a day. The platform requires minimal ongoing maintenance, enabling your team to focus on growth rather than upkeep.

## **The Continuous Improvement Loop**

The beauty of the AI Support Flywheel lies in its iterative nature. Every interaction contributes to a self-reinforcing cycle of improvement:

- **Customer Insights:** Feedback and data from interactions highlight areas for enhancement.
- **Product and Documentation Improvements:** These insights guide updates to your product and knowledge base, making future interactions smoother and more efficient.
- **Enhanced AI Performance:** Updated knowledge and integrations make the AI smarter over time, providing even better resolutions.
- **Customer Delight:** As the cycle repeats, customers receive increasingly effective support, solidifying their loyalty.


## **The Benefits of the AI Support Flywheel**

The AI Support Flywheel delivers tangible benefits for businesses, including:

- **Increased Customer Satisfaction:** Instant, accurate answers make customers feel valued and supported.
- **Reduced Operational Costs:** Automation reduces the need for large support teams, enabling businesses to scale cost-effectively.
- **Actionable Insights:** Businesses gain a deeper understanding of customer needs and pain points.
- **Streamlined Escalations:** When necessary, complex queries are escalated to human agents with all the context required for quick resolutions.
- **Scalability:** The system grows with your business, handling increased demand without additional strain.


## **Empowering Growth with the AI Support Flywheel**

At botBrains, our mission is to empower businesses to focus on growth while we handle their customer support needs. The AI Support Flywheel is designed to reduce operational friction, improve customer experience, and create a cycle of continuous enhancement.

Whether you’re looking to scale your operations, improve your customer engagement, or reduce support costs, the AI Support Flywheel provides a robust, future-proof solution. 

Are you ready to transform your support operations? Join us at botBrains and see how the AI Support Flywheel can revolutionize your business!


Explore how the AI Support Flywheel by botBrains empowers businesses with scalable, efficient support solutions that improve customer satisfaction, reduce operational strain and enables continuous improvement.

The AI Support Flywheel


# Traditional Chatbots

## **Customer Perspective: The Frustration of Rigid Structures**

Traditional chatbots often leave customers frustrated due to their rigid, rule-based design. We've all been there—stuck in a loop, navigating through endless menus and subcategories, only to end up on the wrong path. Here's how this experience plays out:

- **Rigid Decision Trees**: Customers are forced to follow a predefined structure that doesn’t adapt to their needs, often leading to irrelevant answers.
- **Difficult Navigation**: Once a customer selects the wrong option, it’s often challenging to backtrack or restart the conversation, resulting in frustration.
- **Abandoned Interactions**: Frustrated customers often give up entirely, leaving their issues unresolved, which can damage customer satisfaction and loyalty.

This inflexible structure leaves users feeling undervalued and disconnected, reinforcing the notion that traditional chatbots are more of a hindrance than a help.



## **Business Perspective: The Hidden Costs of Traditional Chatbots**

From a business perspective, traditional chatbots are deceptively costly and inefficient:

- **Time-Consuming Setup**: Developing the decision tree is a labor-intensive process that requires anticipating every potential query and mapping out responses in detail.
- **Limited Feedback**: When customers churn due to frustration, it's difficult to gather actionable feedback. This limits opportunities for improvement and creates blind spots in understanding customer needs.
- **Maintenance Challenges**: Updating or expanding the chatbot requires revisiting the decision tree, which can be time-consuming and prone to errors.

The effort required to create and maintain a traditional chatbot often outweighs its benefits, particularly when it fails to meet customer expectations.



# AI Chatbots

Large Language Model (LLM)-based AI chatbots eliminate these issues entirely, offering a seamless experience for both customers and businesses:

- **Customer-Centric Design**:

  - **Plain Text Queries**: Customers can simply ask their questions in natural language, eliminating the need to navigate complex menus.
  - **Flexible and Adaptive**: AI chatbots understand the context and intent behind queries, providing accurate responses without requiring rigid pathways.
  - **Improved Satisfaction**: Users feel heard and valued, as the chatbot adapts to their needs rather than forcing them into pre-designed categories.

- **Business Efficiency**:
  - **No Decision Trees**: AI chatbots don’t rely on predefined structures, significantly reducing setup time and complexity.
  - **Actionable Insights**: Advanced analytics provide detailed feedback on customer interactions, enabling continuous improvement.
  - **Ease of Maintenance**: Updates and learning occur automatically as the AI ingests new data, reducing the need for manual adjustments.

By removing the bottlenecks and frustrations of traditional chatbots, AI-based solutions create a win-win scenario: customers receive fast, accurate assistance, and businesses save time while gaining valuable insights to improve their offerings.

## Additional Advantages of AI-native Chatbot Platforms

Beyond addressing the limitations of traditional chatbots, AI chatbots, like those supported by the botBrains platform, bring a host of additional capabilities that elevate customer support to a new level:


#### **Smart Handoff to Humans**

- **Seamless Transition**: When a query exceeds the chatbot's scope, AI ensures a smooth handoff to human agents, transferring the context of the conversation to avoid repetition.
- **Automatic Summarization**: The chatbot collects and summarizes all relevant details before escalation, enabling agents to address issues efficiently without back-and-forth communication.
- **Enhanced Collaboration**: Human agents are equipped with detailed conversation histories and insights, allowing them to respond effectively without restarting the interaction.


#### **True Multilingual Support**

- **Global Accessibility**: AI chatbots support over 24 languages, enabling businesses to communicate with customers worldwide.
- **Mother-Tongue Comfort**: Customers can ask questions in their native language, enhancing clarity and trust.
- **Dynamic Translation**: The AI provides accurate, context-aware translations, ensuring consistent responses across all supported languages.



#### **Personalized Experiences**

- **Context-Aware Interactions**: AI chatbots remember previous interactions, allowing for continuity and personalization in follow-up conversations.
- **Behavioral Insights**: Use advanced analytics to understand customer preferences and tailor responses to individual needs.


#### **Advanced Integrations**

- **System Connectivity**: Building integrations for AI chatbots is faster due to its' reasoning on structured sources like with CRMs, ERPs, and other business tools, enabling tasks like order tracking, account updates, and invoicing.
- **Custom API Support**: The botBrains platform allows for bespoke integrations, ensuring the chatbot works seamlessly with even the most complex workflows.



#### **Actionable Insights for Continuous Improvement**

- **Customer Feedback Analysis**: Gain valuable insights into customer pain points and frequently asked questions, enabling improvements to products and services.
- **Dynamic Knowledge Updates**: The botBrains platform automatically ingests new information, keeping responses up-to-date without manual intervention.


## **Conclusion**

AI chatbots not only resolve the pain points associated with traditional solutions but also introduce transformative features that redefine customer support. With smart human handoff, true multilingual capabilities, seamless integrations, and advanced compliance features, platforms like botBrains empower businesses to deliver exceptional customer experiences while optimizing internal workflows. By adopting AI chatbots, businesses can stay ahead in an increasingly competitive market, ensuring customer satisfaction and operational excellence.


Are traditional chatbots driving your customers away? If you've ever found yourself stuck in an endless loop of rigid menus, you're not alone. Traditional chatbots rely on outdated decision trees that frustrate users and create hidden costs for businesses.

Every
Customer
deserves an Account Manager

Trusted by customer-centric companies

Advise Customers

Offer live product advisory online

Help Customers

Provide 24/7 instant assistance to handle up to 50% of ticket volume

Understand Customers

Gain actionable insights with TopicAI

Customer Success Stories

How OMR Education Supports and Advises 1,000+ Prospect Visitors Using AI Chatbots

How Ballsportdirekt resolves 90% of Customer Requests with botBrains

Customer Satisfaction through Fast Resolution

What is your primary interest?

Solve 90% of inquiries before they reach agents

11% Increase in Conversion Rate

Every Customer deserves an Account Manager

Trusted by customer-centric companies

Advise Customers

Offer live product advisory online

Help Customers

Provide 24/7 instant assistance to handle up to 50% of ticket volume

Understand Customers

Gain actionable insights with TopicAI

Customer Success Stories

How OMR Education Supports and Advises 1,000+ Prospect Visitors Using AI Chatbots

How Ballsportdirekt resolves 90% of Customer Requests with botBrains

Customer Satisfaction through Fast Resolution

What is your primary interest?

Solve 90% of inquiries before they reach agents

11% Increase in Conversion Rate

Every
Customer
deserves an Account Manager