
### 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.

Blog Posts

botBrains vs Intercom

Liam van der Viven

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

Liam van der Viven

The AI Support Flywheel

Liam van der Viven

Traditional vs AI Chatbots

Liam van der Viven