AI chatbot integration, trained on your own business

What you use an AI chatbot for

• Customer questions on your website or in your portal: answers to frequently asked questions day and night, with a link to the source.
• Internal knowledge base: staff quickly find the right protocol, manual or answer.
• Looking up data: connected to your systems, the chatbot can give the status of an order or request, for example.
• Handing over to a person: if the chatbot does not know, or the customer wants to talk to someone, it creates a ticket or passes the conversation on.
• Through WhatsApp: the same chatbot can also respond to messages through the WhatsApp Business API.

How is a chatbot "trained" on your business?

Usually there is no need to train an AI model of your own. For every question, the chatbot first searches the sources you have selected, such as your knowledge base, manuals, product information or FAQs, and then formulates an answer based on what it finds. This technique is called retrieval-augmented generation (RAG). The advantage: change a document and the chatbot gives the new answer straight away, and you can check where an answer comes from.

We set the chatbot up so that it stays within its subject and honestly says when it does not know something, instead of making up an answer.

A selected, anonymised dataset where needed

Not everything you have belongs in a chatbot. Together we choose which sources it may use and what stays out. If they contain personal data or confidential business information, we take that out, or we pseudonymise or anonymise the data before it is processed. Sensitive information about your business or customers should not simply flow to the cloud. Read more about that trade-off at AI in your business.

Which AI model?

That depends on how sensitive the data is. For many uses, language models from for example Anthropic (Claude), OpenAI (ChatGPT) or Google (Gemini) work well, through a business API. If the data has to stay in the Netherlands, the chatbot can run on an AI model we host ourselves in the Netherlands. We advise per use what fits.

Connecting to your systems

A chatbot only becomes really useful when it can talk to your other systems. We connect it to your website or portal, to your CRM or ticket system, such as Zoho Desk, and to your own application. Users who are already logged in get answers that fit their account, without access to other people's data.

Secure and reliable

• Limits: the chatbot can only reach the data and functions it needs.
• Protection against abuse: we test whether the chatbot can be talked into ignoring its instructions or revealing information.
• Testing with real questions: before go-live we check the answers against questions your customers or staff really ask.
• Management: we follow how the chatbot performs, fill in missing knowledge and keep the integrations up to date. Read more about security at IT security.