FAQs
How does MetaDialog reply when it doesn’t know the answer?
We have an internal confidence score to determine where the system should and should not answer the question. When MetaDialog doesn’t know the answer, it escalates the question to a human agent.
How does MetaDialog handle sensitive topics (i.e., subscription cancellation requests)?
MetaDialog is a flexible system that 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 program the system to ask users further questions to collect more data before escalating to a human agent. It’s all quite flexible, to say the least.
Can it answer “where is my order” questions?
The short answer is “yes”! MetaDialog can connect to databases and third-party APIs in real time, which enables the system to get your order information from the database, and the relevant shipment tracking information from the delivery companies.
What types of data can MetaDialog be trained on?
Any data is compatible, provided it is text form. We can use links to your help or FAQs page and scan all the nested links automatically. We can 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”).
My help center is constantly being updated.. How do I add new or updated data?
Our platform allows you to upload the data yourself. However, we can help you update the knowledge base by scheduling rescanning and retraining automatically. For example, we can program a command that tells the system to download the internal customer support manuals from a GDrive folder every week and update the system.
How does MetaDialog integrate into our customer support software?
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 DMs. 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.
Can it answer social media comments and direct messages?
Yes!
If we see that an answer needs to be corrected, what should we do?
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. Our integration team will also help you to fix bugs whenever they occur.
We have a specific flow. Can we adjust the bot to our business processes?
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 somehow receive this data.
How does the system go live? And how do we ensure that our customers will be happy with the replies?
When the bot and the integration are ready, it’s usually a good idea to roll them out gradually, starting with 10-15% of inquiries, fixing any 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% customer support automation.
You charge per API request. What is a “request”?
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 questions where MetaDialog doesn’t know the answer.
Do you charge a setup fee?
No, we don’t charge a setup fee, provided there are no complex custom flows.
Where are your servers located?
We have servers in the EU and the US, and we can store your data depending on your location preferences.
How do you comply with GDPR requirements?
Legally speaking, we sign a Data Processing Agreement (DPA), while on the tech side, we comply with all the rules required by GDPR regulations.
How will you handle our customers’ personal information?
All conversations are stored securely on our servers in separate customer silos. However, we can add an additional layer of privacy 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. This can also be installed on-premises, so the personal data will never leave your servers.
How easy is it to integrate?
Integration takes 2-5 hours, depending on how much content is available.
Do I need to code anything?
Absolutely not – the only thing you need to do is import your data into the system. The rest is done automatically.
What type of content do you support?
Any textual content can be imported, including CRMs, databases, and even simple docs.
What channels do you support?
A custom chatbot for your website, Facebook messenger, Instagram, Whatsapp, Telegram, and many more!
Is it easy to switch to a conversational interface from my current chatbot?
Our system is fully automated, and integration is super easy!
How much does it cost?
We have a simple pricing model based on questions asked. Please refer to our Pricing page to learn more.