What channels can i put my digital assistant on?
Any digital channel - web, mobile, whatsapp, facebook messenger, SMS, wechat, telegram, Line. Wherever your audience is... we can place a digital assistant. Including internal channels like Slack, MSTeams, intranets, portals etc.

What's an API?
Application Programming Interface - it's basically the way two systems talk to each other. If a digital assistant has to authenticate a user before they can access order details (for example), it will ask for user's details and match those details against the details they have in their order fulfilment system. That interaction would typically happen via an API.

What is a Large Language Model(LLM)?
A large language model is a computer program or system that is trained on vast amounts of text data. It learns the patterns, grammar, and meaning of language by looking at how words relate to each other and understanding context. With this knowledge, the model can generate human-like text or understand and respond to written prompts. It enables a machine to understand and generate language in a way that seems natural to humans.

Do you do the translation into other languages?
We would outsource translations into lesser known languages, or sometime the customer has a preferred supplier. Our platform does dynamic translations into 120+ languages , and offers excellent support for all major languages. It does support lesser known languages too but the quality can vary and in these cases we can do manual (instead of dynamic) translation.

Is there online support?
Yes we have a digital assistant for customer support as well as comprehensive training videos, documentation and some tiers also provide email support. 

Any case studies?
Of course, we have deployed across companies big and small, and in a variety of sectors. These include Government, Transport, Retail, Education, Utilities, Publishing, Automotive, Financial Services, Not For Profits, Housing. We have case studies for most - if not all - of these sectors.

Can humans interrupt the conversation if it starts to go wrong?
Yes we offer an agent handover. A customer can ask the digital assistant to put them through to an agent. The agent can then take over a 'live chat' and interact directly with the customer. Once the customer enquiry is resolved, the agent can easily 'switch the digital assistant back on' to close out the conversation, ask some customer satisfaction questions (if you would like it to), and complete the interaction.

Is there a record of the conversations that the bot has? Can these be stored against an account?
Yes there is a complete conversation log that is stored against the customer. This can be retained for 3,6,9,12,24 or 36 months for analysis and depending on your regulatory data requirements. Private information is automatically blanked out of those chat logs and not accessible by anyone as part of our data protection policy.

Do i have to rewrite the content on each channel?
No, you simply build one digital assistant that can be deployed across all channels. There will be a few tweaks (for example a web based digital assistant can have buttons to tap for the customer, whereas Whatsapp can't and would therefore use 'press 1 for xxx, press 2 for xxx' etc. These are very simple tweaks to make and our team can support this. All other info is the same across all channels.

How easy is it for me to build content?
If you can write an email of a blog article, you can build a digital assistant! We offer a WYSIWYG (what you see is what you get) editor so it's literally like using Microsoft word, google pages or something similar. Adding links, buttons, images and other rich media is as simple as uploading a photo to Facebook!

What applications do you integrate with?
Hundreds... too many to list here but you name it and we either integrate with it or we can quickly build an integration for it. We use a third party system called Zapier that acts as a go between for our platform and around 5000 other platforms, but we also have our own - ever growing - marketplace of integrations meaning we may not need to use Zapier. We also have an SDK (software development kit) if you have your own development team so that they can build integrations themselves, and we also have APIs, and web hooks to create more bespoke integrations (perhaps if you have an old or bespoke system, then web hooks could be the best option). We can assess and advise on all of this stuff!

How frequently do you release?
Every 2 weeks, pretty much without fail. These are like the software update you may see pop up on your iphone. It means we've build some new functionality or fixed an issue and we're pushing it automatically into the platform. It won't disrupt your service in anyway... you'll just receive an email telling you what we've done and (in the case of new functionality), what it means to you / your users, and how you can make the most of the update. Updates are always good news!

How do i get notified about new changes?
We send what we call 'release notes' via email every two weeks - or whenever we've rolled out an update (usually every two weeks). There will also be a notification in the platform.

How can i get support? / What if i need support?
Chatbot, email and /or online support is available for all tiers. Higher support tiers are available and will get you account management support and escalated issue fixes. Most small bugs are caught before release or fixed as a part of the two weekly updates we run (like Apple do to iphones), but if you (or we) uncover a major issue, we'll jump on it within a few hours. These types of issue never/hardly ever occur, and are usually part of a wider 'outage' (whatsapp goes down or something similar).

How do you compare to the competition?
There is a lot of chat out there and a lot of great products. We're a bit different because we believe a useful digital assistant has to do 2 things very, very well... It has to understand what the user wants first time. And it has to be able to deliver what the user wants. To do this you have to have a very strong NLU (natural language understanding) capability, and you have to have an easy way to integrate with many other systems so the digital assistant can fetch data and pass it between systems to automate processes effectively (for example... booking a repair needs a calendar integration so it can see when your customer and your repair team are available).

We've put a lot into these two core elements and have a top 20 (Globally) NLU system that is very easy to train and improve (all digital assistants improve over time), and we have possibly the largest suite of integrations of any platform on the market.

We've also tried to make out platform look great and be very easy to use. 

If we do spot an issue or if customers feedback about something they'd like to see... we can usually build and release that feature within a month.

Do you have any documentation?
LOADS! And you can find it all here...
We also have training vides, a 'help bot', and email support if you need it.

Where is the team based?
We are a fully remote team, meaning we don't have one set location. But the core of the team is in the UK - London, Cardiff, Bristol, Birmingham. The rest of the team are truly global - Europe, South America, Asia... this gives us 'round the clock coverage, and an awesome diverse set of skills. We have 2 UK offices in London and Cardiff where the UK teams meet each month. 

Can i build surveys using your platform?
Yes totally, and that's a really good way to use the platform. Surveys delivered via digital assistants have a way higher completion rate that big, long forms. Especially if you did something on one of the messaging platforms (like Whatsapp because responders can takes a break and get a notification later in the day to carry on with the survey (very useful if it's a pretty long survey)! 

Have you worked with clients in your sector?
We have worked across a load of different industries, including government, utilities, transport, not for profit, housing, publishing, sports, automotive, retail and education. Our platform is flexible, scalable, secure and able to deliver massive value across almost any sector.

What are 'conversations'?
Lots of companies like us charge for single conversations - 

eg: this dialog would be seen as 3 conversations...

"hi i need to pay my bill"

"no problem, let me take some details"

"how much do you want to pay"

We don't. We class a conversation as a session... ie from the time your customers start chatting to the digital assistant to the time they finish their interaction... that's a conversation. It means you get more bang for your buck!

Do you do voice?
Yes! Customers can dictate to our digital assistants, and the digital assistant will turn the speech to text. If you have internet telephone lines we can also pass a customer through to speak to your teams on the phone.

We also build digital assistants into smart speakers like Alexa and Google Home. This is a slightly different service but can work well for appointment booking and simple scenarios. We can help you understand whether a voice bot would be a good fit for your business.

Does it work with other live chat clients?
Yes! We do have our own live chat system so that the digital assistant can pass chats across to a human, but sometimes our customers already have live chat and they just want to add some digital assistant automation in front of that live chat. We can integrate with most providers such as Zendesk, 8x8 and more. We'll take a look and help you understand what's possible. 

How do you bill?
We can bill monthly or annually. If you pay annually there will be a discount applied. We have a number of license tiers ranging from £15 per month up to £1500 a month for our largest customers. We also offer different support packages that can again range from free to £1500 a month. We can help you understand your requirements and cost accordingly. When customers are brand new to this, we encourage you to start small but dream big! We can scale up or down easily any time you need us to.

How long does it take to launch?
You could genuinely launch a simple digital assistant in minutes. We have lots of pre built assistants for things like bookings and payments and if they fit your situation you could be up and running very very quickly. 

For bigger projects and/or more complex installations, we can get you live within a few days but then build out the digital assistant from there. Of course you can do it all yourself - we have loads of training and we've built logicdialog to be as simple as possible. If you're confident and happy to get cracking you could be live in a few hours and just keep adding new capabilities whenever you like.

What about WhatsApp?
Yes we provide digital assistants for Whatsapp and all major messaging platforms - SMS, Telegram, Instagram, Facebook Messenger. We can add digital assistants to your website, mobile app, portal, intranet... wherever your customers are, we'll give them a digital assistant to make their lives easier.

How many questions are we allowed?
As many as you like! We don't bill per question so add as many questions/ answers as you like - the more the merrier :)

What analytics do we get?
Lots! You get data via a dashboard that will tell you how many messages came in and out of the digital assistant, when they came in / out, what were the main topics, what channel did people come through (web, Whatsapp etc), how did they feel about the service they received (sentiment analysis), did the digital assistant handle the enquiry or did it need to introduce an agent (human). If it did introduce an agent, who was that and how quickly did they resolve the enquiry, how did the customer rate their experience out of 5, what common questions were unanswered and how you can improve your digital assistant's knowledge. We're adding new analytics all the time too so there will be more great data to help you better understand and better serve your customers.

How long does it take to train my digital assistant?
If your digital assistant is in place to deal with a number of things (ie not just there to take bookings, payments and simple transactions), they you'll want it to understand how people type. For example... if you wanted a coffee you may ask for a cappuccino, an americano, an espresso (etc) but the first thing to know if you want a coffee. Digital assistants work in the same way - they need to know that all these different coffee types (we call these 'utterances') have the same intention (intent)... a coffee. To make sure your digital assistants know their americanos from their cappuccinos, you need to 'train' them. Traditionally this could be quite a boring job but we fixed that with something called 'training data generation'. Basically if you type one or two phrases into logicdialog, the platform does the rest... it will come up with loads and loads more phrases (utterances) so your digital assistant is powerful from day 1. As time goes by there will be other phrases that people use and you can add these into the digital assistants 'brain' at the click of a button. It's pretty clever and it doesn't take long at all!

What cookies does it use?
Just the one - it's called: wbb-user-api

We use it to maintain user sessions so that when a user closes the tab and comes back the bot remembers and they don't have to start the conversation over again. These sessions last a rolling week.

How do we put it on our site?
Easy - you just paste a snippet of code into your website header - just like adding some google tracking code or facebook pixel code. Same goes for any other platform - just pop the code in and away you go. We document everything here for you too :)

Can we get feedback from the users?
Yes absolutely. You can add in any customer satisfaction questions you would like answered. We also take an automatic 'sentiment score' based on the language people use when talking to your digital assistant. The thrid way you can collect user feedback is to have the digital assistant ask how the customers' interaction was AFTER they've chatted with an agent/colleague/human! These 3 methods give you a really rounded view of how your customers feel about your brand, your service and your agents.

Can you tell how many times a bot can't answer a query?
That's a hard one because it really depends on how complex questions become. Our standard success rate is around 85% so our digital assistants are pretty good at understanding your customers. The important things to remember are that humans can jump in at any time and take over from the digital assistant, and also when the digital assistant doesn't answer correctly, logicdialog makes a note of that and gives you an easy way to tell teh digital assistant what it should say if asked the same question in future. That way the digital assistant never makes the same mistake twice!

Can it speak in different languages?
Yes, about 120 different languages! Also if you have agents that speak one language and a customer that speaks another language, logicdialog does the translation instantly and automatically (like Google Translate) so they can both type away in their native languages and both understand each other.