AI Development

AI Chatbot Development for Support, Sales and Internal Help

We build AI chatbots that answer from your own knowledge base, look up orders and accounts securely, and hand complex conversations to your team with full context.

Beyond the scripted chatbot

Older chatbots relied on decision trees and keyword matching, and customers learned to type "agent" as fast as possible. Modern AI chatbots built on large language models understand free-text questions, answer from your own content and can take simple actions — but only if they are built with the right grounding and limits.

This service is part of our AI development practice and focuses on conversational assistants for customers and employees.

What our AI chatbots do

  • Answer from your knowledge base — help articles, policies, product documentation and FAQs — with links to the source
  • Look up live data such as order status, booking details or account balances after verifying the user
  • Complete simple tasks: reschedule an appointment, update an address, start a return
  • Hand over to a human in your helpdesk with the conversation history and a summary, so customers never repeat themselves
  • Speak your customers' languages with consistent answers across all of them

Where chatbots are deployed

  • Website chat widgets
  • Inside your web or mobile app
  • WhatsApp and other messaging channels
  • Microsoft Teams or Slack for internal IT, HR and policy questions
  • Helpdesk platforms such as Zendesk, Freshdesk and Intercom

What makes a chatbot trustworthy

Grounded answers only

The bot answers from approved content. If the answer is not there, it says so and offers a human, rather than improvising. We test specifically for this behaviour.

Clear scope

We define topics the bot handles, topics it declines and anything that must always go to a person — complaints, legal matters, vulnerable customers.

Continuous review

A review dashboard shows unanswered questions, low-rated answers and handover reasons. Those gaps usually point to missing help content, so the chatbot improves your knowledge base as well.

Results to expect

Well-scoped support chatbots commonly resolve 30–50% of conversations without an agent while improving response times out of hours. Our AI support assistant case study shows how a SaaS company achieved this, and our AI customer support solution packages the approach for faster rollout.

Build or buy?

Helpdesk vendors offer built-in AI bots, and for simple FAQ deflection they may be enough. A custom chatbot makes sense when you need secure lookups in your own systems, complex business rules, several channels, or control over model choice and data residency.

    • What you get

      • AI chatbot

        Live on your chosen channels with branded chat widget.

      • Helpdesk integration

        Configured handover and ticket creation in your support platform.

      • Analytics dashboard

        Resolution rate, satisfaction and topic trends.

      • Content playbook

        Guidelines for keeping the knowledge base chatbot-friendly.

    • Industries we serve

      • E-commerce

        Custom e-commerce platforms, headless storefronts and back-office integrations for online retailers who have outgrown templates and manual order handling.

      • Healthcare

        Patient booking apps, clinic management systems and secure portals for private clinics and healthcare providers, built with privacy and reliability first.

      • Education

        Software for schools, colleges and training providers: admissions, attendance, fees, timetables, gradebooks and parent communication in one connected platform.

      • Real Estate

        Property management, lettings, lead handling and tenant portal software for estate agents, landlords and property managers who want less admin and faster responses.

    Benefits

    Why invest in ai chatbot development

    • 24/7 instant answers

      Customers and staff get accurate help at any hour, without waiting in a queue.

    • Lower support workload

      Routine questions are resolved automatically, freeing agents for complex cases.

    • No repeated explanations

      Handover includes full history and a summary, so the human picks up seamlessly.

    • Insight into customer needs

      Conversation analytics reveal common questions and gaps in your documentation.

    Capabilities

    What we build and deliver

    • Knowledge base grounding

      Answers drawn from your help centre, documents and FAQs with source links.

    • Secure account lookups

      Verified users can check orders, bookings and balances via your APIs.

    • Human handover

      Seamless transfer to Zendesk, Freshdesk, Intercom or Teams with a conversation summary.

    • Omnichannel deployment

      One assistant across web chat, mobile apps, WhatsApp and Microsoft Teams.

    • Multilingual conversations

      Automatic language detection with consistent answers in every language.

    • Review dashboard

      Unanswered questions, ratings and handover reasons in one place.

    Process

    How we deliver

    A transparent, milestone-based process with working software at every stage.

    • Conversation audit

      Analyse past tickets and chats to find the most common, automatable questions.

    • Knowledge preparation

      Clean up and structure help content, and fill gaps for top questions.

    • Bot build and integration

      Build the assistant, connect data sources, helpdesk and channels, and configure handover rules.

    • Testing and soft launch

      Test against real questions, then launch to a share of traffic with close monitoring.

    • Optimise

      Review conversations weekly, close knowledge gaps and extend the bot's scope.

    Technologies

    Technology we use for this service

    • OpenAI

      We integrate OpenAI models into business software for assistants, document processing, search and content workflows, with grounding, evaluation and cost controls.

    • Anthropic Claude

      We build AI assistants, agents and document workflows on Anthropic's Claude models, known for long-context reasoning, careful instruction following and strong writing.

    • Microsoft Azure

      We design, build and run applications on Microsoft Azure: App Service, containers, Azure SQL, Functions and Azure OpenAI, with security and cost control built in.

    • REST APIs

      Well-designed, documented REST APIs that connect web and mobile apps, partners and third-party systems such as payments, ERP, CRM and logistics platforms.

    Related work

    Projects we've delivered

    • Smart Education ERP

      A unified education management platform for schools, colleges, universities, and multi-campus institutions, covering admissions, attendance, timetabling, fee management, examinations, academic records, and parent and student portals in one integrated system.

    • AI Sales Assistant for B2B Teams

      An LLM-powered sales assistant that qualifies inbound leads, drafts tailored follow-ups and summarises accounts from CRM data for a B2B industrial supplier.

    • Clinic Appointment Mobile App

      A patient booking app and clinic scheduling back office for a group of private outpatient clinics, with online booking, reminders and secure pre-visit forms.

    Case studies

    Results from similar engagements

    • AI Support Assistant for a B2B SaaS Company

      How a B2B SaaS company deployed a grounded AI support assistant that resolves 42% of conversations on its own and hands the rest to agents with full context.

    • Retail Chain POS Modernisation

      How a 60-store retail chain replaced ageing on-premise tills with an offline-capable cloud POS, cutting checkout times by 35% and ending overnight price syncs.

    What our clients say

    • The assistant resolves the repetitive how-do-I questions and hands everything else to us with a proper summary. Our agents spend their time on the tricky tickets now, and customers get answers at 2am without us adding a night shift.

    • We used to lose half a day's takings every time a store's broadband went down. Since the new tills went in, outages barely register, and head office can change a price at lunchtime and see it on every shelf-edge promotion by the afternoon.

    • Parents now have one app instead of four, and our office teams have stopped spending Monday mornings chasing absence calls. The migration was the part we worried about most, and the trial runs meant there were no surprises on go-live day.

    Solutions

    Related software solutions

    • AI Customer Support

      AI customer support assistant that answers questions from your own knowledge base, takes actions through your systems and hands off to human agents with full context.

    • Customer Management Software

      Customer management software that unifies customer profiles, service history, support tickets, loyalty and communication so every team sees the full customer picture.

    • AI Business Automation

      AI business automation platform that reads documents, classifies requests and runs multi-step workflows across your systems, with human approval where it matters.

    FAQ

    Frequently asked questions

    • How is an AI chatbot trained on our data?

      In most cases we do not retrain a model. We index your help content and documents and have the chatbot retrieve relevant passages for each question, then answer from those. Updating the knowledge base updates the bot immediately.

    • Will the chatbot make things up?

      We ground answers in your approved content, instruct the bot to say when it does not know, and test specifically for invented answers before launch. Uncertain questions are handed to a person.

    • Can the chatbot integrate with our helpdesk?

      Yes. We integrate with common helpdesks such as Zendesk, Freshdesk and Intercom, and can build custom integrations with in-house systems through their APIs.

    • How much does an AI chatbot cost to run?

      Running costs depend on conversation volume and model choice; for most businesses they are a small fraction of equivalent agent time. We estimate cost per conversation during the pilot.

    Insights

    Further reading

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