Frequently asked questions.
The things most teams ask before handing over access to a support inbox, billing system, or internal database.
How is this different from an off-the-shelf chatbot?
A chatbot answers questions from a knowledge base. What we build takes actions: it looks up an account, issues a refund, reprovisions access, updates a CRM record. It's connected directly to your systems through their APIs, not just trained on your help docs. That's the difference between deflecting a ticket and actually resolving it.
Do you need production access to our systems?
Yes, but only scoped access to whatever the system needs to do its job, such as a support inbox, billing platform, or a specific database table, and nothing beyond that. We work in a staging or sandboxed environment first, validate behavior against real scenarios, and move to production only once your team has signed off on what it's allowed to do.
Can this replace our support or ops team?
No, and that's not the goal. These systems are built to resolve repetitive, well-defined volume so your team spends time on the accounts and conversations that actually need a person's judgment. Anything outside the defined rules or confidence threshold escalates automatically.
What happens after a system goes live?
You get full ownership: the underlying code, the credentials, and documentation written for your team to maintain, not ours to hold hostage. We stay on for a tuning period immediately after launch to fix edge cases as they show up, then step back to an as-needed basis.
What if a workflow doesn't fit a template?
Most of what we build doesn't fit a template. We scope every system against your actual tools, data structure, and edge cases during the initial audit, before any code gets written, so the build reflects how your business actually operates rather than a generic workflow.
How long does a typical build take?
It depends on scope and how many systems it needs to connect to, and we don't quote a fixed timeline until after the audit. A single, well-scoped workflow (like a support triage system connected to one helpdesk and one billing platform) moves faster than a build spanning multiple internal tools with custom logic at every step.
What does the initial systems audit involve?
We walk through the actual process you want automated, including the exceptions your team currently handles manually, map it against your existing tools, and identify where an automated system can safely take over versus where a person needs to stay involved. You leave the audit with a clear picture of what a build would include before committing to anything.