Frequently Asked Questions: Chatbot Development
Which channels are supported?
Web widget (JavaScript/React), WhatsApp Business API, Slack, Microsoft Teams, Facebook Messenger, and custom API integrations. We can also embed the chatbot in your existing app. Session handling works cross-channel, so users can seamlessly continue conversations.
How do you prevent hallucinations and wrong answers?
We use a combination of Guardrails AI for content moderation, RAG (Retrieval Augmented Generation) with verified knowledge base, and confidence-based fallbacks. For uncertain answers, the bot redirects to FAQ or a human. Regular hallucination tests and feedback loops continuously improve quality.
How does handover to human agents work?
Smart handover with configurable triggers: sentiment-based, intent-based, or on user request. The agent receives the full conversation history with context summary. Integration with Zendesk, Intercom, Freshdesk, or custom CRM possible. Escalation SLAs and routing rules configurable.
How do you ensure GDPR compliance?
Real-time PII filtering (names, emails, phone numbers detected and masked), audit logs for all interactions, configurable session timeout, right to deletion implemented. Data is stored with certified providers (SOC 2, ISO 27001). RBAC for admin access.
How do you keep the knowledge base current?
Automatic synchronization with your sources (Help Center, Confluence, Notion, website) via webhooks or scheduled crawls. Freshness monitoring shows which content is outdated. Embedding quality tests ensure retrieval results remain relevant. Manual updates via a simple admin dashboard.
How do I keep costs under control?
Token monitoring and cost dashboards show costs per conversation. Rate limiting and caching reduce API calls. Automatic model selection (cheaper models for simple requests, more powerful for complex). Monthly cost limits with alerting configurable.