Blog Posts

Can AI Make Decisions in Customer Service? Art. 22 DSGVO for Chatbots, Voicebots and AI Agents

Art. 22 DSGVO governs automated decisions. When chatbots, voicebots and AI agents in customer service may decide on their own, which exceptions apply and what the human escalation path has to look like.

Liam van der Viven

Co-Founder & CEO at botBrains

September 24, 2026·10 min read

Feature

botBrains Engineer: Put AI to Work on Your Customer Data to Improve Support

botBrains Engineer brings highly capable AI agents natively into the GDPR-ready botBrains environment. Your whole CX team works on real customer data, builds processes, and connects systems, with no per-seat billing and no weeks of waiting on engineering.

Liam van der Viven

Co-Founder & CEO at botBrains

June 22, 2026·7 min read

Strategy

How botBrains Thinks About the Agentic Future in 2026

Customer service is becoming a product. Those who invest once in knowledge and processes automate permanently. AI does not just cut costs, AI is the better customer experience.

Liam van der Viven

Co-Founder & CEO at botBrains

April 20, 2026·8 min read

Feature

Introducing Procedures: AI executes your SOPs reliably

Write process automation like you would write Word documents. Instead of waiting on engineering or budget, your team writes the processes in plain language and AI executes them reliably. Changes are one sentence away. AI works through the process step by step and intelligently solves the task at hand, never skipping steps.

Liam van der Viven

Co-Founder & CEO at botBrains

March 25, 2026·7 min read

Feature

Introducing Unitools: The Universal Interface for AI Actions

Unitools connect your AI to ERPs, CRMs, shop systems, and in-house software. Instead of expensive one-off integrations, small code units provide safe read and write actions.

Liam van der Viven

Co-Founder & CEO at botBrains

March 15, 2026·6 min read

Strategy

Good Escalations Are Our Most Important Feature

Our observations are clear: Good escalations are the most important lever for customer acceptance of AI in support. An analysis that shows why platforms without it won't succeed.

Liam van der Viven

Co-Founder & CEO at botBrains

February 10, 2026·6 min read

Success Story

How FC Schalke 04 Supports Fans with AI Chatbot ERWIN

FC Schalke 04 uses botBrains' AI-powered chatbot as a digital fan assistant across its websites.

Ben Meyer-Meisel

Co-Founder at botBrains

January 11, 2026·3 min read

Success Story

How skapetze® Supports 4,500+ Customers with AI Lighting Consultation

skapetze® offers its customers digital consultation for lighting design, product selection, and technical questions through the AI lighting consultant Kira. The Shopify integration enables context-based product consultation and direct add-to-cart functionality. With over 5,000 conversations and 24,000 exchanged messages demonstrating high acceptance. With a 79.6% resolution rate and 78.1% CSAT, the chatbot significantly relieves the service team.

Ben Meyer-Meisel

Co-Founder at botBrains

December 10, 2025·5 min read

Feature

Automated SPAM Detection: Filter and Block Conversations at Scale

botBrains introduces automated SPAM detection to help teams block unwanted conversations and protect insight quality. Define rules that automatically filter, label, and block.

Liam van der Viven

Co-Founder & CEO at botBrains

October 27, 2025·7 min read

Feature

Custom Roles: Tailored Access Control for Specific Requirements

botBrains introduces custom roles to enable companies with specific security and compliance requirements granular access control. Define precise permission profiles that fit your organization exactly.

Liam van der Viven

Co-Founder & CEO at botBrains

October 25, 2025·3 min read

Feature

Roles: Manage Team Member Access

botBrains introduces roles to help teams control access to sensitive data and features. Define clearly who can read conversations, change settings, or manage billing - for more security and clarity.

Liam van der Viven

Co-Founder & CEO at botBrains

October 25, 2025·5 min read

Feature

Data Export: Share Customer Conversations for Business Insight

Customer conversations are gold nuggets for your product teams. Export your conversation data for custom analysis, data warehouse integration, and complete data control. Answer business questions beyond built-in analytics.

Liam van der Viven

Co-Founder & CEO at botBrains

October 6, 2025·4 min read

Feature

Labels: Organize Conversations, Messages, and Users

botBrains introduces labels to help teams route product feedback, curate training materials, and share customer insights across departments. Build save-for-later workflows and segment users—all without predefined categories.

Liam van der Viven

Co-Founder & CEO at botBrains

October 6, 2025·5 min read

Success Story

How OMR Education Enhances Digital Learning with an AI-Powered Assistant

OMR Education deployed an AI-powered learning assistant named KIM in their Learning Management System and Slack community. The assistant helps students with course setup, explains concepts in their native language, and provides personalized learning support. With an average rating of 4.2/5 and 70% CSAT, KIM has significantly enhanced the learning experience while reducing support queries.

Liam van der Viven

Co-Founder & CEO at botBrains

September 3, 2025·4 min read

Feature

Why AI Chatbot Citations Are So Important

botBrains chatbots now show exact sources for every answer. With interactive citations, customers can jump directly to relevant text passages and verify information themselves.

Ben Meyer-Meisel

Co-Founder at botBrains

June 17, 2025·3 min read

Feature

botBrains Rules: Custom Chatbots for Every Page

With botBrains new Rules feature, you can customize your chatbot for each URL individually. Control welcome messages, preview behavior, and suggestions with flexible glob patterns - for optimal customer engagement on every page.

Ben Meyer-Meisel

Co-Founder at botBrains

May 4, 2025·5 min read

Feature

Document Support: Introducing Attachments

botBrains now supports file attachments from customers including PDFs, Office documents, data files, and more. The AI can now read documents shared by customers during conversations, enabling personalized support based directly on their own files.

Liam van der Viven

Co-Founder & CEO at botBrains

April 2, 2025·6 min read

Feature

Audio Support: Introducing Voice Messages

botBrains now supports voice messages for customer service. Users can share audio information directly with the AI chatbot for a more natural and efficient support experience.

Liam van der Viven

Co-Founder & CEO at botBrains

April 1, 2025·4 min read

Feature

Image Support: Introducing Vision

botBrains now supports image uploads and visual reasoning for customer service. Users can share visual information directly with the AI chatbot for faster, more accurate support and workflows.

Liam van der Viven

Co-Founder & CEO at botBrains

March 31, 2025·5 min read

Success Story

How OMR Education Supports and Advises 1,000+ Prospect Visitors Using AI Chatbots

OMR Education offers website visitors personalized guidance on further education, powered by an AI chatbot from botBrains. Over 1,000 users have already taken advantage of this service. The assistant provides tailored course recommendations, answers administrative queries in real-time, and reduces the support team's workload. At the same time, it delivers valuable data-driven insights to optimize the offerings.

Liam van der Viven

Co-Founder & CEO at botBrains

March 12, 2025·5 min read

Buyer's Guide

AI Chatbots for Football Clubs

Football clubs face thousands of fan inquiries monthly. Discover how botBrains AI chatbots enhance fan experiences, clarify membership benefits, increase ticket sales, and boost merchandise revenue—all while saving your staff valuable time.

Ben Meyer-Meisel

Co-Founder at botBrains

March 8, 2025·6 min read

Buyer's Guide

botBrains for Zendesk

You do not want to migrate from Zendesk, but Zendesk's AI chatbot is lacking? Discover how botBrains blends state of the art AI chatbots with Zendesk's ticketing platform by providing a truely intelligent AI-powered gateway that customers love. Cut time to resolution and drive automation for cost cuts.

Liam van der Viven

Co-Founder & CEO at botBrains

March 6, 2025·6 min read

Success Story

How Ballsportdirekt resolves 90% of Customer Requests with botBrains

Ballsportdirekt resolves 90% of 14,000 annual customer inquiries using botBrains' AI chatbot. A direct ERP connection enabled real-time order information. Automatic knowledge ingestion made knowledge changes effortless after onboarding. We decreased response times from days to seconds.

Liam van der Viven

Co-Founder & CEO at botBrains

February 28, 2025·4 min read

Buyer's Guide

Compare botBrains vs. ChatBot.com

You are a business looking for a chatbot solution? We help you decide between botBrains and ChatBot.comwith this detailed comparison.

Liam van der Viven

Co-Founder & CEO at botBrains

February 27, 2025·14 min read

Buyer's Guide

Compare botBrains vs. moin.ai

You are a business looking for an AI chatbot solution? This articles examines the complete offering of botBrains and moin.ai to help you make an informed decision.

Liam van der Viven

Co-Founder & CEO at botBrains

February 26, 2025·10 min read

Feature

SSO is not a 2x price increase

Effective immediately, botBrains is eliminating the "SSO tax" by making Single Sign-On (SSO) available across all subscription plans. Enterprise-grade security without the extra cost.

Liam van der Viven

Co-Founder & CEO at botBrains

February 26, 2025·3 min read

Knowledge

How Are the Best Language Models Developed?

An understandable behind-the-scenes look at ChatGPT, Claude, Gemini and DeepSeek. From tokens and probabilities to RLHF training – this is how modern Large Language Models are created as of February 2025.

Liam van der Viven

Co-Founder & CEO at botBrains

February 24, 2025·7 min read

Buyer's Guide

botBrains vs. CustomGPTs: Which is best for Customer Facing AI Assistants?

Compare botBrains vs CustomGPTs for customer-facing AI assistants. Discover which AI platform best fits your business needs, with detailed comparisons of chatbot integration, features, and automation capabilities for direct customer interaction.

Liam van der Viven

Co-Founder & CEO at botBrains

February 4, 2025·7 min read

Buyer's Guide

botBrains vs. Intercom

In customer support, quick resolution is essential. Intercom speeds up support by automating workflows, helping teams respond faster. botBrains goes a step further—delivering instant answers for most queries with zero maintenance. Which one is right for me?

Liam van der Viven

Co-Founder & CEO at botBrains

November 18, 2024·4 min read

Buyer's Guide

Build vs. Buy AI Chatbots: Making the Right Choice for Your Business

In today’s business world, 24/7 customer support isn’t optional—it’s a necessity. The question isn’t whether to use AI-powered chatbots but whether to build one in-house or buy a solution like botBrains.

Liam van der Viven

Co-Founder & CEO at botBrains

November 4, 2024·7 min read

Strategy

The AI Support Flywheel

Explore how the AI Support Flywheel by botBrains empowers businesses with scalable, efficient support solutions that improve customer satisfaction, reduce operational strain and enables continuous improvement.

Liam van der Viven

Co-Founder & CEO at botBrains

October 28, 2024·4 min read

Strategy

Traditional vs AI Chatbots

Are traditional chatbots driving your customers away? If you've ever found yourself stuck in an endless loop of rigid menus, you're not alone. Traditional chatbots rely on outdated decision trees that frustrate users and create hidden costs for businesses.

Liam van der Viven

Co-Founder & CEO at botBrains

October 21, 2024·5 min read