FAQ
Here you will find what an AI assistant from Kodivo does, what it connects to, how it handles personal data and what applies when something does not work. If the answer is not here, you will get it from us instead.
01Getting started
What happens from the first conversation to the day the assistant meets your customers.
You do not need to rebuild anything. The assistant is added to the website you already have, and we take care of the installation. The widget is adapted to your colours, your shapes and the corner that suits your layout, so that it looks like part of the page and not like something pasted on top.
The assistant first runs in a version that only you can see. You ask your own questions, read the answers and say what should be changed. Only once you are happy is it put in place publicly on the site.
What you already have. Price lists, shipping and returns terms, frequently asked questions and the pages that are on your site. We load the material in and the assistant answers on the basis of it. If you change the terms, the answers change.
Usually a couple of weeks. It happens in four steps: we go through what customers get in touch about today, we build flows and integrations, you test the assistant in a version of your own, and then it goes live.
There are three levels. Simple is just the conversation in a widget in the corner. With FAQ adds a tab where the most common questions are already set out. Complete shows details from your systems, suggests the next step and hands over to a human. The assistant is the same in all three, it is the widget that grows. See the three levels.
02The assistant
Everything below happens in the same widget, without the customer leaving the page or waiting for opening hours.
It looks up orders, goes through your terms and starts exchanges and returns, books and moves appointments, sends confirmations and reminders, sorts enquiries and hands over to you when the case needs a human.
The assistant answers in the language the customer writes in, from the same source as it does in Swedish, and switches language in the middle of a conversation if the customer does. At Micki of Sweden, eight languages came up in the conversations: Swedish, English, Norwegian, Danish, Finnish, German, Portuguese and Italian.
The customer wants to know where the parcel is. The assistant fetches the order from your e-commerce system and answers with the right details, instead of sending a link to a tracking page. That requires it to be connected to the system where the order is held.
The assistant suggests available slots, books them, rebooks them and cancels them. The confirmation goes out straight away, with what was actually said in the conversation.
It asks the follow-up questions a salesperson would have asked anyway and answers what it can on its own. Anything worth a follow-up is passed on to you with the whole conversation attached, so that the customer does not have to start again from the beginning.
03Systems
An assistant that cannot reach your systems can only talk. Here is what it connects to and what it is allowed to do there.
You decide, for each system, which details it may read and which it may write. It can look up an order without being able to change it. It does only what you have approved, and nothing more.
Shopify for orders, stock levels and product questions. Zendesk for creating and updating tickets. HubSpot and Salesforce for new contacts out of the conversations. Gmail and Twilio for confirmations and reminders. Google Sheets and Airtable for whatever does not yet live in a proper system.
If the system has an API we can connect to it. Beyond that we reach over 2,000 services through ready-made integrations. Get in touch with the name of the system and we will tell you whether it is possible.
Are you unsure what the assistant needs access to at your end? Get in touch, and we will go through it system by system.
04Security
People write things in a chat window that they would never have written in an email. Here is what happens to it.
Seven things are recognised by their shape and replaced with asterisks: email addresses, phone numbers, personal identity numbers, card numbers, postcodes, IP addresses and links. Names and street addresses are not caught, because they look like any other words. Read how the masking works.
No. It sits in the flow and runs on the message exactly as the customer wrote it, before the text is used any further in the conversation. It requires no setting from you and cannot be forgotten.
Yes. All conversations are saved as text and can be exported. You can go back and see exactly what was said, word for word.
For as long as you need them for the follow-up. You decide the exact retention period, and we agree it before the assistant goes live. If you want a shorter period than the one we suggest, your period is the one that applies.
Do you have your own requirements for how personal data may be handled? Write to us, and we will settle it before the assistant goes live.
05Follow-up
A chatbot that nobody follows up never gets better than it was on the first day. The follow-up is therefore part of the service.
All conversations are saved as text. You can go back to an individual conversation and read exactly what the customer wrote and what the assistant answered, word for word.
The patterns in the questions show what is missing from the site. If you see the same question fifty times, it is usually an answer that should have been on a page instead. This is often the most useful part of the whole service.
It is measured as the share of conversations that were handled without anyone at your end having to step in. The figure differs between industries and between source material, and it is the one that decides whether the assistant is worth its price. We go through it every month together with you.
06Troubleshooting
The three things people get in touch about most often, and what usually lies behind them.
The most common cause is that the page is served from a cache and an older version is still in place, or that the code did not make it onto every page template. An ad blocker in the visitor's browser can also stop the widget. Get in touch and we will look into it.
Let us know, and do send the conversation with it. Usually it is because the source material says something other than what you think, or because a wording is open to interpretation. We go through the conversations every month, but mistakes you spot we correct straight away.
The handover is governed by rules that we set together. If a question is left sitting when it should have been passed on, we adjust the rule. Also check that the address the cases go to is correct, that is the most common reason.
Cannot find your question here? Put it to us, we answer properly and not with a link.
07Get started
We are happy to show how an AI assistant would work on your own website, with your own questions. It takes a quarter of an hour. We set the price after the demo, once we know what the assistant needs to handle at your end.