A customer service chatbot that answers from your own help pages
A customer service chatbot takes on the questions that keep coming back: Kyros answers them from the pages you choose, with source links underneath. When your content has no answer, the assistant is instructed to say so. Anything a person has to sort out stays with your team.
What an AI chatbot can do in customer service
A customer service chatbot takes the most work off your team on questions that keep coming back and already have an answer somewhere: delivery times, shipping costs, return windows, opening hours, “How do I reset my password?” These arrive every day, and the answer is the same every time. An AI chatbot can answer them outside your service hours too, as long as it works from your own content rather than general knowledge from the internet.
That is how Kyros works. You list the pages the assistant should answer from, such as your help center, FAQ, and shipping and returns pages, one URL per line. Answers that draw on those pages show numbered source links (“Further Links”) underneath, so customers can check for themselves. When your content has no answer, the assistant is instructed to say so instead of making one up. That is an instruction to the model, not a guarantee, which is why reviewing Chatlogs is part of running it.
Where the limits are
A chatbot only knows what you give it. It does not see orders, customer accounts or contracts, and it cannot grant a goodwill exception or review an individual case. Kyros also has no live chat and no handoff to staff: the conversation does not switch to a person. For cases that need one, the assistant can show a Card (Beta) that collects a callback or contact request with the visitor’s details. Chatlogs show what was asked beforehand.
What this means for your rollout
Results depend less on the model than on your content. If your website does not answer a question clearly, the chatbot cannot either. Start with the ten to twenty questions that reach your inbox most often, check whether a good page exists for each, and for sensitive topics such as cancellations, deadlines or prices write Golden answers that the assistant is instructed to use word for word when a question matches.
Which requests a chatbot can take on, and which stay with your team
| What the assistant can answer | What stays with your team | |
|---|---|---|
| Shipping and delivery | Delivery times, shipping costs, countries you ship to, as long as your pages cover them | Where a specific package is right now |
| Returns and exchanges | Return windows, the process, the return address | Whether a damaged item gets replaced |
| Accounts and access | How to reset a password or update account details | Locked accounts and changes someone has to make in your system |
| Contracts and cancellations | How and when to cancel, ideally as a Golden answer | Exceptions, special cases, goodwill decisions |
| Complaints | Where and how to file a complaint | Reviewing the case; the assistant can collect a callback request with a Card |
Example: a callback request with a Card (Beta)
How to roll out a customer service chatbot
- Collect the frequent questions. Take the requests that reach your inbox or ticket system most often and check whether your website answers them clearly. If a good page is missing, write it first.
- List your pages. Paste the URLs of your help center, FAQ, and shipping and returns pages, one per line. Kyros reads exactly these pages, not a whole website and not PDF or Office files. If you like, they are re-read every 6, 12 or 24 hours or weekly.
- Write Golden answers. For sensitive topics such as cancellations, deadlines or prices, write the answer yourself. When a question matches, the assistant is instructed to use your text word for word.
- Test in draft, then publish. Changes to the assistant’s settings go live only when you click “Publish.” With Compare models you test two models side by side and see the credits per message.
- Add the widget. Paste the snippet for HTML, React/Next.js, WordPress, TYPO3 or Government Site Builder, adjust colors, font, logo and position, and set your domains under Website access.
- Improve regularly. Read Chatlogs, filter by rating and fix weak answers with Revise. The correction is saved as a Golden answer.
Keeping quality in check once it’s live
Ratings
Visitors can give a thumbs up or down under every answer. Ratings feed Chatlogs and Analytics, where they sit next to chats, messages, response time and error rate.
Chatlogs
Read every conversation in full, search it, and filter by feedback (including unrated), source and date.
“Revise”
Fix a weak answer right in the log. The correction is saved as a Golden answer; the assistant does not learn on its own.
Draft and version history
Changes to the assistant’s settings go live only when you click “Publish.” Up to 200 versions are kept, and you can compare and restore them.
Content moderation
Incoming messages are checked before the model sees them, and withheld messages do not reach it. Moderation is on for every new assistant.
9 languages plus Easy language (Leichte Sprache)
German, English, Ukrainian, Arabic, Turkish, Russian, Polish, French and Farsi, with Arabic and Farsi right to left. In Easy language mode the assistant is instructed to use short sentences; that does not replace professionally checked texts.
Frequently asked questions
Can a chatbot replace customer service?
No. A chatbot takes on recurring questions whose answer is already in your content. Individual cases, goodwill decisions, complaints and anything that needs a look at orders or customer accounts stay with your team. Kyros is built to take standard questions off your support team’s plate, not to replace it. How many requests that covers depends on your topics and content, so we don’t quote a percentage.
Can the chatbot hand a conversation over to a human?
No. Kyros has no live chat and no handoff to staff; the conversation stays with the assistant. For requests that need a person, the assistant can show a Card (Beta) that collects a callback or contact request with a name, email address or phone number. Submissions are stored per Card and can be exported as CSV, and Chatlogs show what was asked before. If you need live chat, Kyros is not the right tool.
Where does an AI customer service chatbot get its answers?
With Kyros, from the pages you list (one URL per line) and from Golden answers you write yourself. Kyros does not crawl a whole website and does not import PDF or Office files. Answers that draw on your pages show numbered “Further Links” underneath. When your pages change, Kyros can re-read them every 6, 12 or 24 hours or weekly.
What happens when the chatbot doesn’t know the answer?
The assistant is instructed to say so when your content has no answer, instead of making one up. That is an instruction to the model, not a guarantee, which is why every widget notes that answers are AI-generated and may be inaccurate. You find missing or weak answers in Chatlogs, for example through thumbs-down ratings, and fix them with Revise as a Golden answer.
How do I prepare content for a customer support chatbot?
Collect the questions your inbox or ticket system gets most often and check whether your website answers them clearly. If a good page is missing, write it first. Then list the matching URLs in Kyros. For sensitive topics such as cancellations, deadlines or prices, add Golden answers: when a question matches, the assistant is instructed to use your text word for word.
Where is the data processed?
Kyros is hosted in Germany: the API and database run in Frankfurt. Messages are also processed by the provider of the AI model you choose, not always in Germany. A data processing agreement (AVV under Art. 28 GDPR) is available, the privacy policy states that customer data is not used to train AI models, and you set retention per assistant. Every widget has a privacy panel. Whether that is enough for your use case is a question for your data protection advisor.
What does a customer service chatbot cost?
The Starter plan costs €0 permanently, with no credit card, and includes one assistant with a chat widget and monthly credits. Every message uses credits, and each model shows its credits per message before you pick it. Pro and Business plans, including the audit log on Business, are priced on request. Details are on the pricing page.
Take the repeat questions off your support team’s plate.
Starter plan, €0 permanently, no credit card. One assistant with a chat widget included.