Automate 84% of customer support questions in 1 hour

We have an internal confidence score to determine where the system should and should not answer the question. When MetaDialog doesnt know the answer, it escalates the question to a human agent.

MetaDialog is a flexible system and can be tailored to your business process. We can configure the system to always redirect sensitive topics or to answer such questions with predefined templated replies. We can ask users questions to collect more data and then escalate to a human agent. Its all quite flexible, to say the least.

The short answer is “yes”! MetaDialog can connect to databases and third-party APIs in real-time, which enables the system to get the data from your database about the order and the information from delivery companies about shipment tracking.

Any data will go, providing it is text. We can use links to your help section or FAQ and scan all the nested links automatically, upload PDFs, DOCs, CSVs, XMLs, the history of previous conversations, connect APIs or databases, and so on. We can also tag the documents so that the answers will depend on the users category (i.e. employees and external customers or free and paid users).

Our platform allows you to upload the data yourself. However, we can help you to update the knowledge base. We can also schedule rescanning and retraining automatically, i.e. “download the internal customer support manuals from a GDrive folder every week and update the system.”

There is no need to change anything on your end. MetaDialog can connect easily via API to your Intercom, Zendesk, Livechat or any other support software. It also works with social media, so we can reply to Facebook, Twitter, or Instagram comments and DM. Moreover, we can set up our own chat widget (if necessary) or work with raw emails. The only thing needed is an API that enables us to read, write and transfer conversations to human agents.

Yes!

Our platform allows you to mark incorrect answers and point out the correct data source. Usually, 1-2 corrections are sufficient for the system to pick up the right answer. Also, our integration team will help to fix bugs whenever they take place.

MetaDialog is a flexible system that can be tailored to match your process. Some flows may require a bit of custom development on our end; for instance, in order to execute the “always escalate questions from VIP customers” rule, we need to receive this data somehow.

When the bot and the integration are ready, it’s usually a good idea to roll out gradually, starting with 10-15% of inquiries, fixing the bugs, and filling the gaps in the data sources. Once ready, the system covers 100% of the inquiries, and on average, our customers get >80% of customer support automation.

A request is a pair of a question and an answer. An average inquiry may consist of 3-4 message exchanges between a user and an agent (so-called “conversation depth”). We don’t charge for the questions where MetaDialog doesn’t know the answer.

No, we don’t charge a setup fee, provided there are no complex custom flows.

We have servers in the EU and the US, and can store your data depending on your location preferences.

Legal-wise, we sign a Data Processing Agreement (DPA), while tech-wise, we comply with all the rules required by GDPR regulation.

All the conversations are stored securely on our servers in separate customer silos. However, we can add an additional layer of privacy here by erasing all the conversations from our servers or setting up a special so-called “AI redactor” module that will remove all personal information from the conversation texts. It can also be installed on-premise, so the personal data will never leave your servers.