
Sounds provocative? It is. But anyone who takes AI in customer support seriously can't avoid this insight: **The quality of your escalations determines whether customers accept the AI or not.**

Not response accuracy. Not transparency. Not branding. What matters most is: What happens when the AI can't help?

## Escalation Is Not a Failure

In many organizations, escalations are seen as failure. The AI didn't manage. The chatbot failed. The automation rate drops.

That's the wrong perspective.

Escalations are a deliberate product principle. Our conviction: **AI should only be the front door for customers if it doesn't become a dead end.** As soon as the AI recognizes that it can't help reliably, it must proactively escalate rather than giving uncertain answers and squandering the customer's trust.

The deal with the end customer is simple: You get a fast, good answer. And if that's not possible, you get an immediate, seamless transition to a human. No detours, no frustration.

## Why the AI Flywheel Doesn't Work Without Escalations

The [AI Support Flywheel](/blog/the-ai-support-flywheel) is based on one principle: The more customers interact through the AI channel, the more we learn, the better the AI gets, and the more customers use the channel. A self-reinforcing cycle.

But this flywheel has an Achilles' heel: **Trust.**

When a customer has a bad experience in chat, gets no solution, sees no handoff, and just ends up in a dead end, the following happens: The customer switches channels. They call. Write an email. Send a letter. And these interactions can't be analyzed by the AI, can't be learned from, can't be improved upon.

The flywheel stops.

Good escalations secure the feedback loop. They ensure that the customer stays in the channel, even if the AI couldn't help this time. Because they know: In the worst case, they'll still get help here quickly.

## "But More Escalations Mean Less Deflection and Higher Costs?"

Yes, in the short term. But this calculation falls short. A customer we couldn't help will then contact support through other channels or move one step closer to churn. Among these alternatives, escalation is the best option.

Perfection from day one is an illusion. Anyone who thinks everything will work flawlessly from the start when adopting AI misjudges reality. **Starting fast and learning fast** is better than optimizing forever and never launching. The first weeks reveal which questions actually come in, which knowledge gaps exist, and which processes are missing. You only get this knowledge in live operation.

What matters is: **The autonomy rate increases over time.** Every escalation provides data. Every knowledge gap that becomes visible can be closed. With each iteration, the AI resolves more cases independently. That's the core of the [AI Support Flywheel](/blog/the-ai-support-flywheel): More interactions lead to better AI, better AI leads to higher automation, and higher automation reduces costs.

But this flywheel only spins when customers continue using the AI channel. And customers only use the channel when they know: If the AI can't help, I won't end up in a dead end. Escalation is therefore not a cost driver but the prerequisite for costs to decrease in the long run.

There's also a frequently overlooked point: **Even if the AI works perfectly today, that doesn't mean it will work perfectly tomorrow.** Support organizations are often the first place where changes in the business become visible. A new product, a changed policy, an unknown bug. The support team finds out first because customers ask first. The AI must be able to catch these new cases cleanly. And if it can't (yet), the escalation must work.

Otherwise, you lose users' trust. Not once, but permanently.

## How We Implement Escalations

At botBrains, we distinguish between two escalation mechanisms:

### Explicit Escalation: Initiated by the Customer

When the customer realizes that the AI can't help further, they can escalate at any time. The escalation path is clear and accessible without barriers. Here's what happens:

1. **Summarize the problem:** The AI summarizes the customer's concern based on the entire conversation history.
2. **Collect relevant data:** Order number, customer number, problem description. Everything the human agent needs is collected in advance.
3. **Send the escalation:** From the chat, an escalation email is sent to support on the customer's behalf. The customer doesn't have to write anything themselves.

The customer states their concern, and we take care of the rest.

### Implicit Escalation: Initiated by the AI

When the AI recognizes that it can't provide a reliable answer, whether due to missing information, high uncertainty, or emotional frustration from the customer, it escalates proactively. Without the customer having to ask.

This is crucial: **The AI should not try to get by with half-baked answers.** Better to escalate once too early than once too late.

## What We Observe

And this is where it gets really interesting: In our data, we see a high correlation between high CSAT and handoffs.

At first glance surprising, at second glance completely logical.

Customers simply don't expect the AI to draft their email to support. That the problem gets summarized. That all relevant information is already prepared. It's one of those wow moments in support. The customer just wanted help and gets more than expected.

This moment creates trust. And trust creates return visits.

## The Customer Contract

Our position on escalations can be summarized in one sentence:

**Fast, good answers through AI. And if that's not possible: an immediate, seamless transition to a human, without detours.**

AI in support is not an either-or. It's a system where humans and machines work together. Escalations are not the admission that the AI has failed. They are the proof that the system works.

Only the best AI platforms understand this. They don't build escalations as a stopgap but as an integral part of their product. We've understood this and that's why we get to support many large customer service teams in the DACH region.

Our observations are clear: Good escalations are the most important lever for customer acceptance of AI in support. An analysis that shows why platforms without it won't succeed.

Good Escalations Are Our Most Important Feature


<Aside>
 <CustomerSuccessStoryCard company="FC Schalke 04" domain="schalke04.de" headquarters="Gelsenkirchen, Germany" industry="Sports, Football" features={["Salesforce Integration", "Web SDK", "Multi-Website Support"]} />
</Aside>

## A Club That Needs No Introduction

With over **200,000 members**, a **consistently sold-out VELTINS-Arena**, and a fan base that extends far beyond national borders, FC Schalke 04 is one of the largest and most storied football clubs in the world. The club embodies passion, community, and identity both on and off the pitch.

## From Lifetime Memberships to Robbie Williams

This enthusiasm is also reflected in daily fan interactions: The proud new grandfather who wants to secure a lifetime membership for his granddaughter, the parents searching for the right camp at the royal blue football academy for their son, or the Robbie Williams fans trying to find the best parking spots for the concert. The club's service center receives countless inquiries every day, many of which can be answered with information already available on the websites.

## Support Around the Clock

To assist fans and visitors quickly, easily, and around the clock, Schalke 04 sought a solution that would provide access to information while also relieving the service center. The goal: a low-barrier, digital offering that answers simple inquiries independently and seamlessly forwards more complex matters to S04 staff.

## ERWIN Enters the Game

Through close collaboration, **ERWIN** was born, named after the club's beloved mascot. The chatbot supports fans and visitors across the various websites in the royal blue universe: from the VELTINS-Arena pages, to the membership area, to the contact pages.

The chatbot helps with a wide range of topics, from membership inquiries to event information. When it reaches its limits, it forwards questions to the service team.

## The Results

The success speaks for itself:

- **More than 90%** of all inquiries were resolved directly through the chatbot.
- A **CSAT score of 90.4%** confirms high fan satisfaction.
- **8%** of messages came from outside Germany in other languages.
- **More Schalke fans interacted with ERWIN than can fit in the VELTINS-Arena for a home match**.
- Additionally, **self-service gaps** were identified and closed through chatbot inquiry analysis.

<CustomerQuote author="Jessica Rossa" role="Team Digital, User Experience">
"ERWIN is a tremendous support for both fans and S04 employees alike. The chatbot not only answers questions but also enables colleagues to see in real-time what's currently on Schalke fans' minds. Which topics are particularly concerning fans? Which offerings should be expanded? And how can the royal blues provide their supporters with the best possible service beyond the bot? Furthermore, ERWIN serves as an intelligent search function on the S04 websites, making it easier to navigate the many different club topics.
ERWIN has become an integral part of FC Schalke 04's digital fan experience."
</CustomerQuote>

## A Helping Hand in Salesforce

The collaboration between botBrains and FC Schalke 04 continues to grow. With the integration into Salesforce Service Cloud, ERWIN now not only supports fans directly on the website but also actively assists the service team within Salesforce.

As a digital assistant, ERWIN provides hands-on support to staff: It suggests appropriate solutions and already handles topic annotation and filling in relevant case fields internally. This gives the team more time for what really matters - personal interaction with fans.

<CustomerQuote author="Ben Meyer-Meisel" role="Co-Founder at botBrains"
image="/blog/images/authors/ben-meyer-meisel.jpeg">
"We are proud to be part of the royal blue success story - and look forward to continuing to expand digital fan service together with Schalke 04."
</CustomerQuote>


FC Schalke 04 uses botBrains' AI-powered chatbot as a digital fan assistant across its websites.

How FC Schalke 04 Supports Fans with AI Chatbot ERWIN


<Aside>
 <CustomerSuccessStoryCard company="skapetze GmbH" domain="skapetze.com" headquarters="Simbach am Inn, Germany" industry="eCommerce, Lighting" features={["Knowledge Refresh", "Web SDK", "Shopify Integration"]} />
</Aside>

<CustomerQuote author="Guido Huber" role="Senior Management at skapetze®"
image="/blog/images/posts/guido-huber.jpeg">
"botBrains is a strong service offering for skapetze® that we can provide to our customers as 24-hour support. As one of the most well-known online lighting stores, it is our ambition to differentiate ourselves with exceptional customer service. For this, botBrains offers us a powerful tool that we can rely on. The setup as well as the support are remarkably good, and we are making steady progress in continuous optimization. We can recommend botBrains without hesitation and look forward to further joint projects!"
</CustomerQuote>

## About skapetze®

skapetze® has stood for innovative lighting ideas, excellent consultation, and stylish design for over 40 years. As a family-owned company from Simbach am Inn, it offers a wide selection of designer lights for every style and budget with its own brand [s.luce](https://skapetze.com/pages/s-luce-die-marke) and many other top brands, which it sells directly through its [own online shop](https://skapetze.com/).

## Challenge

Customers often require professional consultation for lighting design, covering product selection, technical specifications, and suitable solutions for individual requirements. The goal was to offer this consultation around the clock without overburdening the service team.

## AI Lighting Consultant Kira

<TextAndLeftImage imgsrc="/blog/images/posts/skapetze-kira-en.png" imgalt="Kira, the AI lighting consultant at skapetze®">
In addition to its physical showroom and comprehensive online lighting consultation, skapetze® relies on the AI lighting consultant Kira from botBrains. Kira accompanies customers with product selection, lighting design, and technical questions via chat, making professional consultation accessible to everyone around the clock.
</TextAndLeftImage>

## Technical Implementation

The seamless integration into the existing Shopify infrastructure and intelligent contextualization make Kira a powerful consulting tool:

### Shopify Integration for Intelligent Product Consultation

Through direct integration with the Shopify product catalog, Kira can interact live with the entire product range. The AI searches the catalog in real-time to suggest suitable products and answer technical questions precisely.

### Web SDK with Multi-Level Contextualization

The botBrains Web SDK enables a deep understanding of user context. When a customer asks a question on a product page, Kira automatically understands that the inquiry relates to the displayed product, no cumbersome explanations needed.

Kira also knows the current shopping cart contents and can suggest suitable additions, such as compatible bulbs, missing dimmers, or stylistically matching products. Upon request, Kira autonomously adds recommended products directly to the cart and accompanies customers through to checkout.

### Image Upload for Visual Consultation

A special highlight is the ability to upload reference images. Customers can share photos of their rooms or existing lighting, and Kira analyzes these to provide tailored product recommendations. This visual consultation enables even more precise understanding of style and requirements.

### Automatic Knowledge Refresh

Kira automatically draws background knowledge from the various content pages found on the skapetze® website beyond the product catalog. This keeps the knowledge base constantly up to date.

### Individual UI Customizations

At skapetze®'s request, the user interface was individually customized: a human avatar next to the name gives Kira a face. This visual personalization gives the digital experience a human touch and strengthens customer trust.

### UTM Parameter Tracking for Success Measurement

Through the integration of UTM parameter tracking, skapetze® can precisely evaluate the success of the botBrains channel in the purchase process. Every interaction with Kira becomes traceable, making the direct impact on conversions and revenue measurable. This enables data-driven optimization and transparently demonstrates the ROI of AI consultation.

## Results

The virtual assistant has quickly become an integral part of customer communication. Already in the first three months (August to early December 2024), Kira conducted over 5,000 conversations, interacted with approximately 4,500 customers, and over 24,000 messages were exchanged through botBrains. These numbers show that more and more lighting enthusiasts and DIY enthusiasts are using the chatbot as a reliable and fast point of contact, whether for questions about lighting design, inspiration for lighting solutions, or selecting the right products.

Despite the growing volume, service quality remained consistently high. The CSAT is 78.1%, which means that nearly four out of five customers rated their experience as good or very good. This is also reflected in a resolution rate of 79.6%, where inquiries could be fully answered in the chat.

<CustomerQuote author="Jürgen Treig" role="Service Management at skapetze®" image="/blog/images/posts/juergen-treig.jpeg">
"botBrains noticeably relieves our service team. The answers that our AI chat Kira provides are precise, fast, and absolutely top quality, so good that some customers would actually prefer to talk to Kira on the phone. Changes or adjustments to the chat can be implemented in seconds, which gives us maximum flexibility. For us, botBrains has become a reliable component of our customer service."
</CustomerQuote>

<CustomerQuote author="Ben Meyer-Meisel" role="Co-Founder at botBrains"
image="/blog/images/authors/ben-meyer-meisel.jpeg">
"skapetze® demonstrates with our collaboration that they are absolute pioneers in the customer experience space. In addition to the great partnership, we are personally pleased about the high and steadily increasing acceptance among end customers, who actively embrace this offering."
</CustomerQuote>

## Conclusion

The collaboration between skapetze® and botBrains is characterized by close support and exceptionally fast response times. As Jürgen Treig emphasizes, changes or adjustments to the chat can be implemented in seconds. This is a decisive advantage for responding flexibly to customer feedback and new requirements.

This agility enables skapetze® to continuously optimize the service and position itself as a pioneer in the field of digital customer experiences. The high acceptance among end customers and the measurably positive impact on the service team confirm the success of this close partnership.

With Kira, skapetze® has not only gained a technological advantage, but also established a future-proof solution that grows with increasing customer expectations.


skapetze® offers its customers digital consultation for lighting design, product selection, and technical questions through the AI lighting consultant Kira. The Shopify integration enables context-based product consultation and direct add-to-cart functionality. With over 5,000 conversations and 24,000 exchanged messages demonstrating high acceptance. With a 79.6% resolution rate and 78.1% CSAT, the chatbot significantly relieves the service team.

How skapetze® Supports 4,500+ Customers with AI Lighting Consultation


Today we're excited to announce automated SPAM detection and blocking. This feature enables teams to define rules that automatically filter unwanted conversations and protect the quality of their insights. The result: support teams focus on genuine customer inquiries while SPAM messages from marketplace notifications, known problem domains, and suspicious user patterns are automatically blocked.

## Why Automated SPAM Detection?

Imagine an e-commerce shop receiving order confirmations through major marketplaces like Amazon, eBay, or PayPal. Each order generates notifications forwarded to the support channel. The support team spends valuable time daily reviewing and closing these automatic notifications - time better spent on real customer inquiries.

**Automation isn't control, but protection of team resources from predictable, repetitive tasks.** It's about focus and efficiency.

Three reasons why automated SPAM detection is fundamentally important:

**Protecting Team Productivity:** Support agents shouldn't spend time on obvious SPAM. Automatic filtering means qualified staff can focus on complex customer inquiries that require real expertise.

**Consistent Quality Assurance:** Manual SPAM moderation is error-prone and inconsistent. Automatic rules apply the same criteria to every conversation, ensuring no SPAM message slips through and genuine customer inquiries aren't accidentally blocked.

**Scalability:** As your business grows, so does SPAM volume. Automation scales with you without requiring additional moderation resources.

## Trigger System

<TextAndLeftImage imgsrc="/blog/images/posts/triggers/trigger-overview.png" imgalt="Trigger overview showing list of all configured automation rules">
      The trigger system consists of two parts: "When" defines which events and audience criteria trigger a rule. "Then" defines which actions are automatically executed. Events like "User Message Received" combined with audience filters like email domains or labels create precise automation rules.
</TextAndLeftImage>

You define rules with a visual builder:

**"When" - Event & Audience:**
- Events: Currently "User Message Received" (more coming)
- Audience Builder: The same powerful query builder as audience pages
- Nested rule groups with AND/OR/NOT combinations
- Fields: user.labels, user.email, user.timezone, and more
- Operators: in, ends_with, begins_with, and others

**"Then" - Actions:**
- Block conversation: Stops the conversation before it reaches your insights
- Assign label: Automatically marks conversations, messages, or users
- Unassign label: Removes labels based on conditions
- Multi-actions: Combine multiple actions per trigger

## Use Cases

### Block Marketplace Notifications

E-commerce teams receive hundreds of automatic notifications daily from platforms like Amazon, eBay, or PayPal. These messages contain no genuine customer inquiries and degrade the quality of your insights.

**Example:** An online retailer with 200 daily orders creates a trigger: If the email address ends with @amazon.com, @ebay.com, or @paypal.com, block the conversation automatically. The team saves up to 1 hour daily previously spent manually removing these conversations. Metrics show over 150 conversations per day are automatically filtered.

### Block Known SPAM Users

<TextAndLeftImage imgsrc="/blog/images/posts/triggers/mark-spam-button.png" imgalt="Mark as SPAM button in the batch actions toolbar">
      Teams discover SPAM patterns and manually label problem accounts. A trigger automates the follow-up action: If a user has the label "spam", block all future messages from that user. This creates a growing blocklist without repeated manual interventions.
</TextAndLeftImage>

**Scenario:** A SaaS company regularly receives SPAM from known problem accounts. A support agent reviews a suspicious conversation, confirms SPAM, and assigns the "spam" label to the user. From that moment on, a trigger automatically blocks all future messages from that user. The team builds an organic blocklist that grows stronger with each SPAM identification.

### Geographic Filters for Fraud Prevention

Companies primarily operating in certain regions often see SPAM from unexpected timezones. Geographic filters help identify suspicious patterns.

**Example:** A German company serves mainly European customers. A trigger automatically labels all conversations from users outside European timezones as "potential-spam" for manual review. This doesn't immediately block all messages but flags suspicious patterns for team review - a cautious approach that avoids false positives.

### Multi-Action Workflows

Triggers support multiple actions to automate complex workflows.

**Scenario:** A financial services company wants to block conversations from certain competitor domains while tracking them for later analysis. A trigger detects email addresses from known competitors, assigns the "competitor-inquiry" label, assigns a second "blocked-automatically" label, then blocks the conversation. The marketing team exports all "competitor-inquiry" conversations monthly to understand market positioning, while these messages never reach the support insights.

## Quick-Start Templates

We provide three pre-configured templates for the most common scenarios:

**SPAM Blocker:** Automatically blocks conversations from users with the "spam" label. Clicking the template loads the configuration directly into the editor.

**Marketplace Filter:** Blocks notifications from Amazon, eBay, and PayPal. Ready to use immediately for e-commerce teams.

**Geographic Filter:** Labels conversations from users outside European timezones as "potential-spam" for review.

Each template can be customized as a starting point. Add additional domains, change timezone filters, or combine multiple templates into a comprehensive SPAM strategy.

## Conversation Filter Health Metrics

<TextAndLeftImage imgsrc="/blog/images/posts/triggers/conversation-filter-quality-health.png" imgalt="Dashboard showing blocked conversations and filter effectiveness">
      Automation without visibility is risky. Our metrics dashboard shows how many conversations are being filtered, SPAM trends over time, and trigger effectiveness. Teams immediately see if their rules are working or need adjustments.
</TextAndLeftImage>

The new dashboard offers:

**ConversationHiddenChart:** Visualizes blocked and hidden conversations over time. Shows SPAM volume trends and helps detect sudden changes.

**Metric Cards:** Summary KPIs about filter effectiveness. See at a glance how many conversations were automatically blocked and how much time your team saved.

**Automation Validation:** When you create a trigger to block marketplace emails, the dashboard shows that 50 conversations were automatically filtered this week. You see the ROI of your automation in real-time. If the dashboard suddenly shows zero blocks, you know something might be misconfigured.

## Batch SPAM Management

Besides automatic triggers, teams can mark multiple conversations as SPAM in one action:

The batch selection toolbar in the conversation list offers a "Mark as SPAM" action. Select upto 120 conversations, confirm the action in the confirmation dialog, and all are marked as hidden with a single API call. This is especially useful when you discover a new SPAM vector and need to quickly clean up historical conversations.

## Why SPAM Detection Is So Difficult

The biggest risk in automated SPAM detection isn't letting SPAM through - it's blocking a real customer.

Imagine: A potential customer from an unusual timezone, with an unfamiliar email domain, writes their first message. Perhaps their language pattern is unusual or their inquiry doesn't fit typical patterns. If your SPAM filter is too aggressive, you block exactly this person - and the first touchpoint with your company becomes a negative experience. This customer will never return.

**The goal is a false positive rate of nearly 0%.** A blocked SPAM costs you nothing. A blocked customer costs you everything.

That's why our trigger system is deliberately designed to be cautious:

**Precise criteria over broad filters:** Filters like "email ends with @amazon.com" are absolutely safe - no real customer uses that address. Geographic filters, however, should only be used for flagging, not automatic blocking.

**Label-first, block-later:** The "potential-spam" strategy allows manual review before final blocking. Teams learn patterns without taking risks.

**Combined signals:** Multiple weak signals (unusual timezone + new domain + short message) can be stronger together than a single signal. Multi-condition triggers create safety.

**Metrics for validation:** The dashboard shows not only blocked conversations but also helps discover false positives. When suddenly many conversations are being blocked, that's a warning signal.

## Data-Driven Automation

Teams lose valuable time daily to predictable SPAM, said Liam van der Viven, Co-Founder & CTO of botBrains. A support agent reviews 20 Amazon notifications, clicks Close 20 times - that's 10 minutes of wasted time better spent on complex customer inquiries. Automated SPAM detection gives teams that time back.

But automation without visibility is dangerous. That's why we built the metrics dashboard. Teams see exactly how many conversations are being filtered, can identify trends, and adjust their rules based on actual data. If suddenly 200 conversations per day are blocked instead of the usual 50, you immediately know that either a new SPAM vector has appeared or your rule has become too aggressive. This feedback loop transforms automation from a set and forget tool into a continuous improvement process.

## Getting Started

The trigger system is now available for all customers. Go to Settings → Triggers to create your first automation rule. Quick-start templates help you get started within minutes.

Metrics are automatically integrated into your project metrics page. No configuration required - simply open metrics and see your conversation filter health.

## Conclusion

Automated SPAM detection protects team productivity and insight quality. Through precise trigger rules, you automatically filter unwanted conversations while metrics provide transparency about filter effectiveness. Teams reclaim time, focus on genuine customer inquiries, and scale their support operations more efficiently.


botBrains introduces automated SPAM detection to help teams block unwanted conversations and protect insight quality. Define rules that automatically filter, label, and block.

Automated SPAM Detection: Filter and Block Conversations at Scale


Today we're excited to announce custom roles. While standard roles deliberately cover typical scenarios and keep complexity low, they're completely sufficient for most teams. But some organizations have special requirements. That's exactly what custom roles at the project level are for - they give you complete freedom without confronting all other customers with this complexity.

## Custom Roles

<TextAndLeftImage imgsrc="/blog/images/posts/features/roles/custom-roles.png" imgalt="Custom role with granular permissions">
      With custom roles, you define precisely what each person may do. Read conversations? Export data? Edit knowledge sources? Deploy? You can activate or deactivate each permission individually.
</TextAndLeftImage>

## Use Cases

### Compliance Auditor

Sometimes standard roles don't fit perfectly. The Viewer role doesn't allow data export. The Member role enables export but also gives write access to labels and other functions.

**Example:** A financial services company creates a "Compliance Auditor" role that allows reading and exporting. Changing settings, labeling, or managing team members remains blocked. This way, compliance officers can conduct their audits without accidentally changing anything.

### QA Lead

<TextAndLeftImage imgsrc="/blog/images/posts/features/roles/channel-permissions.png" imgalt="Granular permissions for QA role">
      Teams often need a role that can assess quality but not deploy directly to production. A "QA Lead" role allows evaluations, ratings, and export. Editing knowledge sources or deploying models remains blocked. This separation creates a four-eyes principle for critical changes.
</TextAndLeftImage>

### Integration Manager

Some teams need to manage API keys but shouldn't see customer conversations. An "Integration Manager" role cleanly separates technical access from customer data and thus fulfills privacy requirements.

## Complexity Only Where Needed

> Standard roles cover most cases well and keep botBrains simple", said Liam van der Viven, Co-Founder & CTO of botBrains. "We don't want every customer to have to click through 40 permissions. But some organizations need this precision - a compliance auditor must be able to read and export everything, but change nothing. Not even set a label. Custom roles provide this freedom without overwhelming everyone else.

## Getting Started

Custom roles are available at the project level. Go to Project Settings → Team → Create Custom Role.


botBrains introduces custom roles to enable companies with specific security and compliance requirements granular access control. Define precise permission profiles that fit your organization exactly.

Custom Roles: Tailored Access Control for Specific Requirements


Today we're excited to announce roles for all customers. This feature enables teams to precisely control who views customer conversations, who adjusts the AI, and who manages billing - at both organization and project levels. The result: CEOs can hear the customer voice without accidentally breaking things. Finance teams control costs without seeing sensitive customer communication. And clear boundaries define who can make changes to the AI.

## Why Roles?

Imagine a cheese shop: The saleswoman serves customers, the warehouse worker handles refrigeration, the accountant manages billing. If everyone could do everything, things would quickly go wrong: The saleswoman wonders about expiration markings, the warehouse worker adjusts milk prices in the checkout system, the accountant puts cheese on the wrong shelf. Nobody means any harm, but chaos ensues anyway.

**Roles aren't control, but protection against good people accidentally breaking things.** It's about speed and continuity.

Three reasons why roles are fundamentally important:

**Minimizing Damage Potential:** An accidental click on "Delete Integration" shouldn't bring down the live system. A CEO who wants to read conversations doesn't need deployment rights. Least Privilege means: Everyone gets only as much access as absolutely necessary.

**Separation of Responsibilities:** Finance can see billing, but not customer conversations. Managers can adjust the AI, but not change payment methods. Support agents label conversations, but don't deploy agents. Clear boundaries create governance and fulfill compliance requirements.

**Data Privacy:** Customer data is sensitive. Roles help ensure that only authorized people have access to this data. This minimizes the risk of data leaks and fulfills privacy regulations.

## Roles

botBrains distinguishes between organization roles for company-wide management and project roles for individual chatbot projects. This separation enables precise access control: A CFO can view billing data for all projects without having access to customer conversations. A CEO can read conversations across all projects without accidentally changing AI configurations. A project owner has full control over their project, but no influence on other projects or company settings.

## Use Cases

Roles solve concrete challenges of growing organizations.

### Finance Teams: Cost Control Without Customer Data

<TextAndLeftImage imgsrc="/blog/images/posts/features/roles/organization-invite-cfo-dialog.png" imgalt="Finance role with access to billing data without customer conversations">
      Your CFO needs to monitor costs and review invoices. The organization role "Billing" gives finance teams full access to invoices, usage statistics, and payment methods. Customer conversations and AI configurations remain outside their access.
</TextAndLeftImage>

**Example:** A SaaS company with five projects assigns the Billing role to its finance manager. She sees monthly costs per project and can download invoices. She has no access to customer conversations. This separation fulfills privacy policies and reduces the risk of accidental access.

### Leadership: Customer Voice Without Risk

Founders and CEOs want to understand what customers really say. At the same time, they must not accidentally change AI behavior or delete critical settings.

The organization role "Viewer" gives leaders read-only access to all projects. They can read customer conversations and view analytics. They can't change, delete, or deploy anything. A CEO accidentally clicks "Delete Integration"? Impossible - the button doesn't exist for viewers.

### Customer Service: Who Can Adjust the AI

The most important boundary in AI support systems: Who can adjust AI behavior, add new knowledge sources, or deploy changes live? First-level support should be able to read conversations, but not change the AI - this is reserved for second-level support or the AI team.

|Role|Description|
|---|---|
|**Project Owner** | End-to-end responsibility for a project. Can deploy AI, manage integrations, assign roles. Allows different teams within a company to manage their own, isolated projects.|
|**Project Contributor** | Can improve the AI. Edit knowledge sources, run evaluations, deploy new versions. Trusted team members who can safely change live behavior.|
|**Project Member** | Works with the AI. Monitors conversations, assigns labels, analyzes quality. But cannot change knowledge sources or deploy agents.|
|**Project Viewer** | Read access to conversations and analytics. Suitable for executives or external consultants who need insights but shouldn't change anything. |

<TextAndLeftImage imgsrc="/blog/images/posts/features/roles/project-roles.png" imgalt="Overview of project roles with different access rights">
      A customer support team has a CX project manager, 1 manager, and 7 support staff. Staff members are assigned as Members to view escalated conversations. 2 senior support staff can adjust the AI as Project Contributors. The CX project manager is Project Owner. The manager is only a Project Viewer to gain strategic insights. The organization belongs to the Head of Customer Experience.
</TextAndLeftImage>

## Security Without Annoyance

> Roles solve a fundamental problem of growing teams", said Liam van der Viven, Co-Founder & CTO of botBrains. "A CEO should have access to the customer voice without first getting training on which buttons not to press. Finance must control costs without seeing sensitive customer conversations. A junior support agent should label conversations, but not accidentally reconfigure the AI. The separation between organization and project roles creates exactly this precision.

## Getting Started

Roles are now available for all customers. For more details, please check our documentation.

## Conclusion

Roles create security and clarity in growing teams. By precisely controlling who views conversations, changes configurations, or manages billing, you protect sensitive data and define clear responsibilities without hindering collaboration.


botBrains introduces roles to help teams control access to sensitive data and features. Define clearly who can read conversations, change settings, or manage billing - for more security and clarity.

Roles: Manage Team Member Access


We strive to offer the best built-in analytics experience for common workflows, but we recognize that edge cases exist where rebuilding arbitrary analysis in our platform doesn't make sense-your questions are unique, and you should be free to explore your data however you need. Today we are introducing data export for all customers. Export your conversations, messages, and users to unlock insights beyond built-in analytics-through AI-powered analysis, integration with your data infrastructure, and complete data ownership.

## Data Export

<TextAndLeftImage imgsrc="/blog/images/posts/features/data-export/entity-export.png" imgalt="Export interface showing filtered data export options">
      Export filtered conversations, messages, or users based on your current search criteria-date ranges, labels, ratings, or any filter. Download instantly in CSV, JSONL, or Excel-optimized CSV format. Perfect for targeted analysis or distributing specific datasets across your organization (up to 10,000 rows per export).

      Full dataset exports provide your complete data archive as a single hierarchical file delivered via email-ideal for data warehouse integration, compliance archives, or comprehensive analysis.
</TextAndLeftImage>

## Four Ways to Unlock Value

### Share Reports with Your Team

<TextAndLeftImage imgsrc="/blog/images/posts/features/data-export/entity-export.png" imgalt="Export interface showing filtered data export options">
      Customer conversations are gold nuggets for your product teams. Share labeled feedback with product and data teams using filtered exports. Export conversations tagged with specific labels—feature requests, bug reports, or customer pain points—and deliver them in CSV, JSONL, or Excel-optimized CSV format. Perfect for cross-functional collaboration and ensuring customer insights reach the teams that need them.
</TextAndLeftImage>

### Custom Analysis with AI

<TextAndLeftImage imgsrc="/blog/images/posts/features/data-export/custom-analysis.png" imgalt="AI analyzing exported conversations to answer business questions">
      Upload exported conversations to ChatGPT, Claude, or Gemini and ask business questions your analytics dashboards weren't built to answer: "What pain points do enterprise customers mention before churning?" "Which missing integrations do trial users request most?" "What workflow patterns do power users describe?"

      AI assistants analyze hundreds of conversations instantly, identifying patterns that would take hours to discover manually-revealing product insights, documentation gaps, competitive intelligence, and market positioning opportunities directly from customer conversations.
</TextAndLeftImage>

### Complete Data Control

<TextAndLeftImage imgsrc="/blog/images/posts/features/data-export/full-data-export.png" imgalt="Full dataset export settings showing configuration options">
      Your conversation data belongs to you. Export ensures you maintain complete control-for compliance archives, disaster recovery, system migrations, or simply analyzing conversations outside botBrains.

      GDPR compliance officers can export specific user data to fulfill right-to-access requests. Legal teams can export conversations matching discovery request criteria. Security teams can integrate conversation data with SIEM systems for quarterly audits.
</TextAndLeftImage>

### Integrate with Your Data Warehouse

Connect conversation data with your existing business intelligence infrastructure using manual exports or API keys for automated integration:

**Data warehouse integration:** Export to Snowflake, BigQuery, or Redshift to combine conversation data with product telemetry, CRM records, and transaction data. Build unified analytics that connect support quality with revenue, retention, and product usage.

**BI dashboards:** Import exported conversations into Tableau, Power BI, or Looker to visualize support metrics alongside other business KPIs. Create executive dashboards that show the complete customer journey-from first conversation to conversion to retention.

**CRM enrichment:** Export user conversations and import into Salesforce or HubSpot to provide sales teams with context on customer questions, pain points, and feature requests before customer calls.

## Getting Started

Data Export requires no configuration and is available on all plans at no additional cost.

**For targeted analysis:** Visit any conversation list, apply filters, click Export, and download instantly.

**For full archives:** Navigate to Settings → Data Export to start an async export job and receive your complete data file via email.

---

"Your customer conversations contain answers to critical business questions," said Liam van der Viven, Co-Founder & CTO of botBrains. "Data Export makes those insights accessible-whether you're uploading to AI tools for pattern discovery, integrating with your data warehouse, or maintaining complete data ownership. The same data, accessible for whatever analysis your business needs."


Customer conversations are gold nuggets for your product teams. Export your conversation data for custom analysis, data warehouse integration, and complete data control. Answer business questions beyond built-in analytics.

Data Export: Share Customer Conversations for Business Insight


Today we are excited to announce labels for all customers. This feature enables teams to mark conversations, messages, and users for cross-team reporting, save-for-later workflows, and user segmentation—creating a flexible system for capturing and sharing customer insights across your organization.

## Labels

Labels are simple text tags that teams can assign to conversations, messages, and users in botBrains. They augment our automatic topic detection by allowing you to personally categorize what matters to your team. While topics help you discover themes automatically, labels let you explicitly mark items for specific workflows: routing feedback to product teams, building QA training libraries, or flagging conversations for executive reports.

## Use Cases

Labels enable three core workflows: routing insights to other teams, organizing conversations for later action, and segmenting users for targeted communication.

### Product Feedback Routing

Customer conversations reveal valuable product insights daily. Labels create a direct pipeline to share this feedback with product and engineering teams:

<TextAndLeftImage imgsrc="/blog/images/posts/features/labels/select_ui.png" imgalt="Label selection interface showing how to tag conversations">
      When customers mention missing features or suggest improvements, support team members reviewing conversations can label them with "feature-request" or "product-feedback." Product managers then filter by these labels and export the results weekly, receiving a curated list of customer requests with full conversation context. This eliminates the need to manually forward feedback or maintain separate tracking systems—reviewers simply tag relevant conversations during their regular quality checks.
</TextAndLeftImage>

A SaaS company might use labels like "integration-request," "pricing-confusion," or "website-feedback" to categorize different feedback types. Each product team member can then filter for their area of focus, ensuring customer feedback directly informs roadmap decisions.

### Voice of Customer Reports

Teams need to surface important conversations to leadership and stakeholders:

Team members reviewing conversations can label exceptional interactions with "executive-summary" or "customer-story" to build monthly reports. When preparing stakeholder presentations, they filter by these labels and export a curated set of conversations showing customer impact, common pain points, or success stories. This transforms anecdotal observations into documented insights backed by actual customer conversations.

Marketing teams reviewing conversations can label those showing successful outcomes with "case-study-candidate" or "testimonial," creating a library of potential marketing materials drawn directly from real customer interactions.

Individual messages within conversations can be labeled too. Reviewers might label a particularly clear AI explanation with "documentation-example," helping documentation teams discover well-phrased answers to common questions. These message-level labels create a feedback loop where review teams contribute to knowledge base improvements.

### Pre-Sales and Marketing Insight

Customer conversations reveal market positioning opportunities and competitive intelligence:

Team members reviewing conversations can label those mentioning competitors with "competitive-intel" or questions about pricing with "pricing-feedback." Sales and marketing teams filter by these labels to understand how customers compare products, which features drive purchasing decisions, or where messaging needs clarification.

When customers describe their use cases, reviewers can label these conversations with industry-specific tags like "healthcare," "education," or "fintech." Marketing teams export these segmented conversations to develop industry-specific case studies or understand vertical-specific pain points.

### User Segmentation

Labels create flexible user cohorts without database schema changes:

<TextAndLeftImage imgsrc="/blog/images/posts/features/labels/user_create.png" imgalt="User profile showing label creation interface">
      Teams can label users to track customer segments like "enterprise," "beta-tester," or "trial." This enables targeted analysis: filtering all beta-tester conversations to identify early product feedback, or comparing how enterprise customers' questions differ from trial users' inquiries. Customer success teams can label high-value accounts as "strategic-account" to ensure their conversations receive priority attention during reviews.
</TextAndLeftImage>

Unlike rigid user attributes, labels can be applied and removed fluidly as customers evolve. A user might start with "trial," gain "enterprise" after converting, later receive "promoter" based on positive sentiment in their conversations, and eventually earn "feedback-contributor" for providing valuable product input.

### Save-for-Later Workflows

Labels enable personal and team-based save-for-later systems:

Individual team members can label conversations with "follow-up-next-week" or "waiting-on-engineering" to create personal task lists. Team leads can mark conversations with "needs-review" during daily monitoring, then dedicate time each afternoon to review and provide feedback on flagged interactions.

Teams coordinating with other departments can label conversations "escalated-to-sales" or "referred-to-legal" to track cross-functional workflows without leaving botBrains or maintaining separate tracking systems.

## Organization Without Constraints

"Labels solve a problem we see across teams monitoring conversations," said Liam van der Viven, Co-Founder & CTO of botBrains. "Reviewers discover incredibly valuable insights—a recurring feature request, a documentation gap, an exceptional customer story—but this knowledge often stays trapped in conversation threads. Labels create a lightweight way to surface these insights to the teams that need them, without forcing reviewers to stop their work and switch to separate reporting tools."

"We already provide automatic topic detection on conversations to help teams discover themes," Liam continued. "Labels complement this by letting you explicitly mark what's important to your specific workflows. Topics might show you that 15% of conversations are about billing—labels let you mark which billing conversations need to go to the product team, which are training examples, and which should be included in next month's executive report. It's the difference between automated discovery and intentional curation."

## Getting Started

Labels require no configuration. Your teams can start using them immediately.

## Conclusion

Labels transform how teams capture and share customer insights across teams. By making it effortless to mark conversations for product feedback, curate training materials, segment users, and build save-for-later workflows, labels ensure that valuable customer knowledge reaches the teams that need it—without disrupting daily support operations.


botBrains introduces labels to help teams route product feedback, curate training materials, and share customer insights across departments. Build save-for-later workflows and segment users—all without predefined categories.

Labels: Organize Conversations, Messages, and Users


<Aside>
 <CustomerSuccessStoryCard company="OMR Education GmbH" domain="education.omr.com" headquarters="Lagerstraße 32, 20357 Hamburg" industry="E-Learning, Digital Education" features={["Knowledge Refresh", "Users", "Topic AI", "Web SDK", "Custom Integration", "Slack"]} />
</Aside>

<CustomerQuote author="Nikolas Nold" role="Senior Learning Solution Manager at OMR Education" image="/blog/images/posts/nikolas-nold.png">
"botBrains AI assistant has transformed the way students engage with our courses. KIM not only answers questions regarding the course content and beyond, but also guides discussions, quizzes students, and ensures they can apply what they've learned - all in a way that feels personalized and seamless!"
</CustomerQuote>


## **Customer Background**

OMR Education is a leading German digital e-learning provider for professionals, offering high-quality online courses in digital marketing, business, and technology. OMR Education aims to provide an engaging, accessible, and interactive learning experience for professionals.

## **The Challenge**

As OMR Education expanded its course offerings, they set their sight on continuously improving student support, engagement, and learning success:

- **Recurring Setup Questions:** Students repeatedly came up with questions regarding course setup and deadlines
- **Real-world Application:** Students were looking for additional insights regarding their real-world situation and feedback to their specific challenges
- **On-demand Assistance:** Learners sought on-demand assistance to clarify course concepts and apply them practically
- **Language Barriers:** While the course language is German, concept comprehension is easier in the students' native language

To enhance learning efficiency, OMR Education identified that an AI-powered assistant would address these student needs and provide instant, personalized support across multiple touchpoints.

## **The Solution: AI-Powered Learning Assistant KIM**

OMR Education partnered with us to implement an AI-driven course assistant, integrated into their learning management system (LMS) Docebo and into their Slack Workspaces.

### **Key Features of KIM:**

- **Course Setup & Deadline Guidance**  
  Helps students navigate course structures, deadlines, and completion requirements

- **Concept Clarification and Application**  
  Explains course topics in easy-to-understand terms and guides students through real-world applications of course material

- **Personalized Learning Assistance**  
  Helps students connect course content to their unique situations

- **Quizzes & Knowledge Checks**  
  Engages students with additional quizzes to reinforce learning

- **Multilingual Support**  
  Breaks down complex concepts in the student's native language

- **Storytelling for Engagement**  
  Engages with learners in the persona of the fictional character KIM, who is also part of the course content

## **The Results**

<div className="grid grid-cols-3 gap-2 my-6">
  <MetricCard label="Rating" value="4.2/5" color="emerald" />
  <MetricCard label="CSAT" value="70%" color="blue" />
  <MetricCard label="DSAT" value="0%" color="green" />
</div>

**Measurable Reduction** in student support queries related to course setup and deadlines

**Higher Engagement** with additional explanations and interactive case studies

**Improved Learning Retention**, as students receive feedback tailored to their own situations

**Inclusive Learning** – Native-language support makes courses more accessible for international students

<CustomerQuote author="Beatrice Kemner" role="Head of Product at OMR Education" image="/blog/images/posts/beatrice-kemner.png">
"When we first approached botBrains with our idea of the learning assistant, they quickly dove into understanding our students' needs and our requirements for efficient, yet excellent learning service. Throughout our partnership, botBrains has excelled at proactively providing ideas and implementing updates quickly, as well as improving their platform on their own initiative."
</CustomerQuote>

## **Conclusion**

By integrating the AI learning assistant KIM, OMR Education has unlocked a new dimension of digital learning. The combination of personalized support, multilingual capabilities, and seamless integration into existing platforms demonstrates how AI technology can revolutionize e-learning.

The partnership with us enabled OMR Education to realize their vision of accessible, high-quality professional education while improving operational efficiency.

OMR Education deployed an AI-powered learning assistant named KIM in their Learning Management System and Slack community. The assistant helps students with course setup, explains concepts in their native language, and provides personalized learning support. With an average rating of 4.2/5 and 70% CSAT, KIM has significantly enhanced the learning experience while reducing support queries.

How OMR Education Enhances Digital Learning with an AI-Powered Assistant


## Trust Through Transparency

Have you ever wondered where an AI chatbot gets its information from? We've been clear since the beginning of botBrains: **Trust is built through traceability**. Because while we already deliver consistently good answers, not all information that the AI uses as a foundation is always complete or current. That's why our chatbots now show exact sources for every answer - with direct links to the relevant text passages.

## How Do the Citations Work?

When our chatbot gives an answer, small numbers appear in the text. Clicking on them takes you directly to the corresponding section in the original file or website. This way, every user can:

- **Verify information themselves** - Is the answer correct?
- **Read complete details** - What else is on the page?
- **Build trust** - Where does this information come from?

### Real-World Example

If you ask our chatbot whether it can understand images, for example, it responds correctly as before - yes, with additional background information - but now it also guides you to the relevant information. On one hand, with a reference to the blog post entry itself [[1]](/blog/ki-chatbot-bekommt-bildverstaendnis), and for specific statements like security measures, the relevant passage is marked and jumped to when clicking the link [[2]](/blog/ki-chatbot-bekommt-bildverstaendnis#:~:text=Die%20Plattform%20scannt%20hochgeladene%20Dateien%20auf%20Malware%20und%20Viren%20und%20blockiert%20diese).

## Why Is This So Important?

### **No More "I Don't Know Where From"**

Other chatbots give answers without evidence. botBrains shows you **exactly** what basis an answer is built on.

### **Direct Access to Details**

Instead of searching for the right page for a long time, users jump to the exact text passage with one click. This saves time and prevents misunderstandings.

### **Quality Control for Businesses**

You can immediately see whether your chatbot is using the right sources. Incorrect answers become apparent quickly, sources with outdated information are quickly identified.

## The Technology Behind It

botBrains uses modern **text fragment URLs** to precisely reference text passages. These automatically highlight the relevant section in the browser. This technology works in all modern browsers and makes citations easier than ever.

## The Result: More Trust, Fewer Follow-up Questions

Since introducing citations, our customers report:

✅ **Higher customer trust** - Users feel better informed  
✅ **Fewer support inquiries** - Customers find details themselves  
✅ **Better quality control** - Incorrect sources are immediately apparent

## Conclusion

Transparency isn't a nice-to-have - it's a must for professional AI systems. With our interactive citations, we create exactly that.


botBrains chatbots now show exact sources for every answer. With interactive citations, customers can jump directly to relevant text passages and verify information themselves.

Why AI Chatbot Citations Are So Important

Many teams have successfully moved their support operations to Salesforce Service Cloud. But when it comes to AI, built-in offerings like Einstein and Agentforce are too immature for great customer service. botBrains is the AI front door that customers love. Clear ROI, no migrations, no retraining - just fast, accurate support your customers expect, all well integrated into your existing Salesforce ecosystem.

botBrains for Salesforce Service Cloud


Your customers deserve unique communication – and the UI needs to be right too. With our new Rules feature, you can now precisely control how your chatbot communicates on different pages of your website.

## Why Rules?

When you design your website, you surely have a specific purpose in mind for each page. Your homepage should spark curiosity, your blog posts want to inform, and on your product pages you want to convert. So why should your chatbot behave the same everywhere?

With Rules on the botBrains platform, you can specify exactly how your chatbot behaves on certain pages or URL patterns. You control precisely:

- Which starting message appears
- Whether the preview function is active
- Which suggestions are displayed

## How Rules Work

Rules follow the principle: **"If these conditions apply, then use these settings."**

<div className="flex justify-center">
  <img
    src="/features/rules.png"
    alt="Rules Interface in the botBrains Platform"
    width="650"
  />
</div>

### A Practical Example

For instance, we want to disable the preview function on all botBrains blog pages. Because if you're reading this, you probably don't want to interact with the chatbot, but rather learn about Rules!

So we create a Rule that applies to this page:

```
www.botbrains.io/en/blog/chatbot-customization-per-page-with-rules
```

And simply disable the preview function as shown in the image above. Done!

## The Power of Glob Patterns

Now we have more than one blog article. We still want to disable the preview function on all blog pages. To avoid entering each page individually, we use glob patterns in "minimatch" style. Don't worry, it sounds more complicated than it is:

### The Basics

- `*` stands for any characters (except `/`)
- `**` stands for any characters (including `/`)
- `?` stands for exactly one arbitrary character
- `[abc]` matches one of the characters in brackets
- `{a,b}` matches one of the alternatives

### Examples of Glob Patterns

1. **Match exact URL:**

   ```
   www.botbrains.io/en/blog
   ```

   Applies only to exactly this page, in our case the blog overview page.

2. **All subpages of a directory:**

   ```
   www.botbrains.io/en/blog/*
   ```

   Applies to all direct subpages in the blog, e.g.:

   - ✓ `/en/blog/ai-chatbot-gets-image-understanding`
   - ✗ `/en/blog/categories/news` (because `*` doesn't match across `/`)
   - ✗ `/en/blog` (also here because `*` doesn't match across `/`)

3. **All subpages including nested ones:**

   ```
   www.botbrains.io/en/blog/**
   ```

   Applies to all pages under blog:

   - ✓ `/en/blog/ai-chatbot-gets-image-understanding`
   - ✓ `/en/blog/categories/news`
   - ✗ `/en/blog` (because we force a `/` after `blog`)

4. **Blog in all language versions with and without trailing slash:**
   Either no trailing slash or all subpages

   ```
   www.botbrains.io/en/blog{,/**}
   ```

   Applies to all English-language blog pages:

   - ✓ `/blog`
   - ✓ `/blog/`
   - ✓ `/en/blog`

   and finally for all our pages in all languages:

   ```
   www.botbrains.io/{,*/}blog{,/**}
   ```

   - ✓ `/blog/article`
   - ✓ `/en/blog/article`

---

    **Pro tip:** You can simply ask ChatGPT: "Create a pattern for me using the 'minimatch'-style glob syntax for [your desired paths]" – and you'll get the right pattern generated!

---

## No Ideas Yet on How to Customize Your Chatbot?

Here are some examples of how you can customize your chatbot:

### 1. Support Focus on Help Pages

Guide visitors directly into the chatbot by offering your help:

```
Rule: www.example.com/{help,support,faq}/**
```

Starting message: "I see you're looking for help. What exactly do you need?"

### 2. Minimal Disruption on Checkout Pages

Disable the preview function on checkout pages to avoid interrupting the purchase process.
If customers have questions, they can still get immediate help as relevant suggestions are offered directly:

- "Problem with checkout?"
- "Question about payment methods?"

```
Rule: shop.example.com/{checkout,cart,basket}/**
```

### 3. Context-based Selling

Control your selling on product pages or category pages with specialized suggestions.

```
shop.example.com/products/beginner-surfboard-*
```

Suggestions:

- "What's the best surfboard for beginners?"
- "What should I consider when buying my first surfboard?"

## Priorities and Order

What happens when multiple rules match a URL? Simple: The more specific rule wins!

Example:

- Rule 1: `www.example.com/**` (general)
- Rule 2: `www.example.com/blog/**` (more specific)
- Rule 3: `www.example.com/blog/ai-article` (most specific)

For the URL `/blog/ai-article`, Rule 3 will be applied.

## Web SDK for Full Flexibility

By the way: For even more detailed customizations beyond Rules, our Web SDK offers the ability to control chat behavior directly via JavaScript. This allows you to implement actions like showing/hiding the chat, programmatically sending messages, or adjusting suggestions based on user interactions or other dynamic conditions. Find more details in the [Web SDK Documentation](https://botbrains-docs.notion.site/web-sdk).

## Conclusion

With Rules, you give your chatbot the flexibility it needs to optimally support your customers. Instead of rigid behavior, your bot intelligently adapts to the context.

You can:

- Strategically control the customer journey
- Optimize conversion rates on important pages
- Create a consistent yet customized experience
- Better channel support requests

The new Rules feature is waiting for you on the botBrains platform!

---

_PS: If you need help with setup, we're happy to assist you in creating your Rules._


With botBrains new Rules feature, you can customize your chatbot for each URL individually. Control welcome messages, preview behavior, and suggestions with flexible glob patterns - for optimal customer engagement on every page.

botBrains Rules: Custom Chatbots for Every Page


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 using 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.

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How FC Schalke 04 Supports Fans with AI Chatbot ERWIN

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Customer Satisfaction through Fast Resolution

AI Agents that Resolve Casesin Zendesk

Trusted by customer-centric companies

AI that works inside your helpdesk. Not beside it.

See How It Works

Customer Success Stories

How FC Schalke 04 Supports Fans with AI Chatbot ERWIN

How skapetze® Supports 4,500+ Customers with AI Lighting Consultation

How OMR Education Enhances Digital Learning with an AI-Powered Assistant

Customer Satisfaction through Fast Resolution

AI Agents that Resolve Cases
in
Zendesk