What the digital assistant does and does not do.

What every Chatunda assistant does

• Answer questions about your policies: delivery times, shipping, returns, payment, opening hours, warranty, terms and conditions, and anything else you have recorded in your questionnaire
• Actively direct visitors to the right page or e-mail address: your FAQ, returns page, contact page, size guide or sign-up form
• Explain your policies and procedures, including the specific amounts and time frames you have provided
• Ask clarifying questions and explain which steps the visitor can take themselves
• Honestly say what it does not know, and then point the visitor towards you instead of making something up
• Introduce itself as an AI assistant. It never pretends to be an employee
• Answer day and night, in your base language, Dutch or English, and with the Second language add-on also in the other, on its own secure server in Europe
• Speak in your tone: the form of address, style and words you chose in the questionnaire
• Understand follow-up questions: "and what about that in the case of a return?" connects to what was said earlier in the conversation
• Understand differently worded questions and typing mistakes. It then finds the most suitable wording itself
• When someone makes a complaint or sends an angry message, first acknowledge what is going wrong, apologise and point them towards you
• Politely reject inappropriate or harmful messages without entering into an argument
• Learn immediately when you pass something on: a knowledge base request from Mijn Chatunda goes live within one working day
• Remember the conversation: it keeps track of what it is about, what has already been told to the visitor and which order number or product was mentioned, and does not ask for the same information twice
• Offer contact in the way an employee would: first help the visitor or ask what it is about, then mention the contact options you have enabled and ask for their preference, and only then put them through
• Greet and say goodbye according to the time of day: good morning when greeting, have a nice evening when saying goodbye
• Sit on your site the way you want: as a floating button bottom right, with a speech bubble that invites visitors, or fixed in a frame on a page. And only on the pages you choose
• Help visitors along with buttons: below the welcome message, up to five topics that come up most for your business, and for each topic a few questions that are often asked about it. Clicking a question gives an answer from your knowledge base, always with your latest information, or the right next step, such as the message form or a link to your own page. It only shows buttons for what it can actually deliver, and visitors can always type their own question. If your digital assistant is already live, it gets them on request
• Let visitors say whether an answer helped, with a thumbs up or down, and at the end of a conversation ask once, unobtrusively: Did this chat help you? That way you see in the monthly report how the conversations ended. The unanswered questions and low marks are in Mijn Chatunda under Open questions, and on Monday you get a short e-mail when there are new ones
• A chat window everyone can use: fully operable with the keyboard and read aloud by a screen reader. While it looks up an answer, a line of text appears instead of typing dots, so nobody thinks a person is typing
• If you want: let visitors keep their conversation with the Save conversation button, a text file made in their own browser, without e-mail and without storage on the server
• Allow visitors to request or delete their own conversation simply by asking. A button then appears
• Help as actively as you want: you choose the level of assistance reserved, helpful, active, advisory
• Everything it does for you can be reviewed in Mijn Chatunda, your own environment: review, search and export conversations, handle messages and requests and answer them by e-mail, with a reminder when a request is left waiting, answer open questions, improve an answer with the pencil and send knowledge base requests, choose the retention period yourself and delete conversations, see what this month costs as the owner, and contact Chatunda. Secured with two-step verification, with your own owner profile