You want a conversational application for a chosen channel.
AI chatbot development (this service)OXIAE / AI AGENTS & CHATBOTS
AI chatbot development.
An AI chatbot designed around your organisation's questions, tone and working methods.
Discuss your projectA chatbot or a customer service solution?
You want to improve how your department handles customer enquiries.
AI customer service →An assistant must also perform authorised actions in connected systems.
AI customer service agent →UNDERSTAND THE SERVICE
How does a chatbot use your business knowledge?
A chatbot with business knowledge uses selected information to answer questions in a conversation. Oxiae defines permitted sources, supported questions and when a person takes over. I test real question types, including questions the chatbot cannot answer reliably.
When it is a good fit
A chatbot suits recurring questions with useful, current answers, such as explanations of services, procedures or products.
When to take a different approach
Missing or contradictory information needs attention first. A chatbot must not invent agreements, availability or prices to finish a conversation.
PRACTICAL DECISION GUIDE
Design an AI chatbot around real conversation tasks
A chatbot becomes useful through a clear conversation task. Finding information, preparing a request and forwarding a question are designed as separate paths. The bot should ask clarifying questions and express uncertainty; fluent text does not prove that an instruction was understood correctly. [1]
Interaction is part of delivery: keyboard use, visible focus, readable messages and recovery after errors. Knowledge and available actions are bounded. We test attempts to move the bot outside its task and check whether a person can take over with enough context. [2]
Questions to settle first
- Which conversation task must the bot be able to complete?
- How can someone reach a person when the bot does not help?
Make acceptance measurable
- An assessed conversation set covering clarification and misunderstanding recovery.
- An interaction check using the keyboard and clearly identifiable status messages.
Compare your options
Choose based on the task, the people involved and what you can maintain.
| Approach | Useful when | What to consider |
|---|---|---|
| FAQ or search | Visitors need a small set of fixed answers. | Simple to maintain, but less suitable for follow-up questions. |
| AI chatbot | Questions vary in wording and need context. | Answers need evaluation and sources need updating. |
| Chatbot with actions | A conversation must also prepare or carry out a task. | Additional integrations, validation and access control are required. |
What I need to start
- Managed knowledge sources with clear owners.
- Common questions and difficult conversation examples.
- A practical handover to personal contact.
How to assess the result
- Answers stay within the available knowledge.
- Unknown or sensitive questions receive an appropriate next step.
- Employees receive enough context when taking over.
SCOPE & INVESTMENT
What determines the cost?
A useful estimate starts with the scope. I distinguish development work from recurring usage and operating costs. These are the main drivers:
- Number of channels, languages and knowledge sources.
- Connections to customer or ticket information.
- Usage, knowledge updates and periodic answer tests.
APPLICATION AND SCOPE
Your challenge.
A practical application.
Illustrative scenario; not a published client case.
Visitors often ask the same questions before taking the next step.
The channel determines what information is available and how a conversation is handed to a person. Compare a website AI chatbot with a WhatsApp AI chatbot. Knowledge sources, allowed answers and checks are defined separately for each channel.
THE QUESTION I ASK FIRST
Which questions should the chatbot resolve, and how should it hand over a conversation?
Agree the first step
Use the prerequisites, acceptance checks and cost factors above to define your assignment. Agree who can approve the outcome and who will maintain the solution. The project approach explains discovery, delivery and handover.
Read the project approachQUESTIONS ABOUT THIS SERVICE
Your questions.
Clear answers.
Can a chatbot work on my existing website?
Often a chat interface can be added. I check the technology, design, privacy configuration and integrations before agreeing the approach.
How do you prevent invented answers?
It is not responsible to promise their complete elimination. Bounded knowledge, answer tests, source references and reporting uncertainty can reduce the risk.
Sources and technical basis
These primary sources explain the technical principles behind this guide. The project recommendations are OXIAE’s interpretation; they do not imply endorsement by the publishers. Product documentation applies to the named platform.
- LLM01:2025 Prompt InjectionOWASP GenAI Security Project
Basis for tests of unwanted conversation manipulation.
Link and relevance checked: - Web Content Accessibility Guidelines (WCAG) 2.2W3C
Testable criteria for accessible web interaction.
Link and relevance checked:
YOUR NEXT STEP
Prepare your project conversation.
Exploring AI chatbot development? Use the project checklist to describe your task, systems and intended outcome. Collect open questions and download a brief for your conversation.
Create your project brief