AI Development

AI chatbot development

Everyone has met a chatbot that’s useless, or one that’s confidently wrong. A good one answers from your actual information, admits when it doesn’t know, and gets a person involved at the right moment.

Discuss Your Project

The legal risk of a chatbot isn’t theoretical. In a well-publicised Canadian tribunal case, Air Canada was held responsible for incorrect refund advice its chatbot gave to a customer. Your bot speaks for your business, so it needs to be grounded in approved content, and it should not improvise on prices, refunds or legal terms.

What makes a chatbot good is mostly the unglamorous work: clean source content, retrieval that finds the right passage, tests against real customer questions, and a clear hand-over path. Nobody should be trapped in a loop with no way of reaching a person. Often, reviewing the questions a bot can’t answer is the most valuable part, as it shows you what’s missing from your help content.

Do you need a custom chatbot?

If you’re already on Intercom, Zendesk or a similar helpdesk, their built-in AI features may be enough, and they’re quick to try. Custom development earns its place if the assistant needs to look up orders or take actions in your own systems, if you need control over data and hosting, or if it’s a central part of your product.

What a chatbot has to get right

Sticking to the facts

Answers must come from approved sources, and the bot should say when it doesn’t know.

Handing over

Passing the conversation to a person with full context, so that the customer doesn’t have to start again.

Staying on topic

Politely refusing things outside its remit, and resisting attempts to manipulate it.

What we deliver

Website and in-app assistants

Chat interfaces that are fast, accessible and work on phones.

Knowledge base connection

Retrieval across your help centre, policies and product information.

Account-aware answers

Secure lookups of orders or bookings once a customer has been identified.

Hand-over to staff

Integration with your helpdesk or live chat, with transcripts included.

Conversation analytics

What people ask, how often it’s resolved and which gaps to fill.

Testing and guardrails

Test sets of real questions, along with red-teaming before launch.

Where it fits

  • Customer support for common questions
  • Internal helpdesks for HR and IT policy
  • Product guidance on eCommerce sites

Technology

  • Claude
  • OpenAI
  • pgvector
  • Laravel
  • React
  • Zendesk API
  • Intercom API
  • WhatsApp Business API

AI Chatbots questions

Can the chatbot use only our information?
It can be instructed to answer from your content and to decline otherwise. No model is perfectly obedient, so we test it hard and avoid giving it authority over things like refunds.
How do you handle personal data in chats?
We minimise what’s stored, set retention limits, tell users they’re talking to an AI, and check provider terms. Your privacy notice will need to reflect this too.
How do we measure whether it’s working?
Look at resolution rate, hand-over rate, customer feedback and how often sampled answers are correct. Don’t only count deflected tickets, since frustrated people giving up also looks like deflection.

Related services

Interested in AI Chatbot Development?

Outline what you need, and we will reply by email with questions or next steps.

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