What's missing
Finds recurring questions, missing knowledge, missing system access, and workflows that keep blocking customers.
This is where the Engineer helps.
Forward Deployed Engineer for your AI support
botBrains Engineer
botBrains Engineer is an AI that helps you analyze conversations and improve your AI agent: it builds new processes, connects systems, maintains knowledge, and tests changes before they go live.
Book a callNew · Now available for botBrains customers
The Engineer works directly inside your botBrains project
No separate tool, no export. The change is made right where procedures, guidance, knowledge, and Unitools are maintained anyway.
Gain clarity
First understand what's missing. Then implement it cleanly.
Sometimes the solution is obvious. Often you first have to find out what's missing, how the process is really lived inside the company, and what change should come out of it.
How it's lived in the company
You decide which rules really apply, which exceptions exist, and which decisions the AI is allowed to make. The Engineer points out inconsistencies so you can define the rules cleanly.
You bring the process knowledge.
The implementation
Turns it into procedures, guidance, knowledge updates, or integrations and submits the change for approval.
This is where the Engineer helps.
The Engineer gives you the muscle to double-check your understanding of the process, build in improvements, and test them.
The value: AI that has your context
Not yet another tool next to support. The Engineer works inside botBrains, with governed access to your processes, tools, and customer conversations.
No data export
The agent comes to the data, not the other way around. Analysis happens in the same GDPR-compliant environment where botBrains already handles your customer conversations.
No new data processor
Same EU data residency, same access controls, same DPA. Nothing additional to assess or approve.
No per-seat license
Everyone on the CX team uses the Engineer, billed by usage (pay as you go) rather than per seat.
Full agentic power
A genuinely capable agent on your real customer data that acts, instead of just talking about numbers.
How it works
Delegate the execution.
The Engineer takes on the operational role: understand, build, test, get approval. You stay the owner of the decision, but no longer the bottleneck of the implementation.
1
You delegate the task
You say which workflow should get better.
2
The FDE uses or builds primitives
The Engineer creates procedure, guidance, knowledge, and Unitools.
3
The FDE tests changes
It simulates customer conversations and finds gaps before go-live.
4
You approve the production release
You review the change and deliberately release it.
Tasks that otherwise pile up
You phrase the outcome in everyday language. The Engineer turns it into a concrete change in your support setup.
“Implement the process from our meeting transcript. Build the necessary procedures and the integrations with Stripe and HubSpot.”
automating-user-unsubscribe-transcript.txtThe Engineer
Reads the decisions from the transcript, drafts the procedure, builds the Unitools integrations with Stripe and HubSpot, simulates real conversations, and submits the result for approval.
Before: Notes, ticket, backlog, next sprintBuilt from the transcript, same day
Meeting decisions get implemented instead of rotting in a document.
“Connect our internal contract system so the agent can check contract status.”
contract-system-api-docs.pdfThe Engineer
You upload the API documentation once into your dedicated workspace. From then on it's available across all conversations, and the Engineer builds the integration without anyone having to explain the interface.
Before: Integration project, developer days per systemUpload docs, integration in minutes
Even undocumented in-house systems become usable, with no engineering project at all.
“Review my procedures and give me feedback.”
The Engineer
Goes through your existing workflows, finds gaps, contradictory steps, and missing escalation paths, and proposes concrete improvements.
Before: QA lead finds the time between escalationsComplete review, instantly
Continuous quality assurance without staffing an additional QA role.
“Analyze the conversations of the last few weeks and tell me what we should fix next.”
The Engineer
Compiles recurring ticket types, escalation causes, and knowledge gaps, proposes the concrete fix, and builds it after approval: a missing procedure, an outdated knowledge page, a missing integration.
Before: Data export to the analytics team, wait timeAnalyzed in the approved environment, with a fix
The analysis turns straight into the improvement, without data leaving the environment.
Gets more familiar with every task
The context stays in the project, not in individual heads.
The Engineer doesn't start from scratch on every task. It uses your previous decisions, uploaded documentation, and botBrains configuration to build the next change more precisely.
Dedicated workspace
Upload custom API documentation, policies, and context once. It's available across all conversations.
Memory across conversations
Remembers your preferences and decisions, so every task builds on what you defined before.
More familiar over time
Every minute of collaboration leads to more understanding and more customization, just like with a good CSM.
A whole support team in one colleague
Keep the roles. Accelerate the implementation.
The Engineer doesn't take over your team's responsibility. It takes over the work that sits between idea and go-live: building, integrating, testing, diagnosing, improving, remembering, and releasing cleanly.
Agent Builder
Translates support workflows into procedures, guidance, and agent behavior.
Example tasks
- Builds a workflow: first check the purchase, then approve the refund.
- Writes clear rules: when to answer, when to escalate.
Integrations Engineer
Connects approved internal and third-party systems via Unitools and APIs.
Example tasks
- Reads the contract status from your internal system.
- Updates HubSpot or Stripe once the case is resolved.
Knowledge Manager
Finds and fixes missing, outdated, duplicate, or contradictory knowledge.
Example tasks
- Finds outdated answer texts and proposes the new version.
- Adds missing information that customers keep asking about.
Support Ops Analyst
Makes recurring problems, missing integrations, and process gaps visible.
Example tasks
- Shows the most common reasons for escalations in recent weeks.
- Tells you which missing access or process blocks the most.
QA / Simulation Lead
Tests procedures, guidance, knowledge, and integrations before they go live.
Example tasks
- Tests a new workflow with realistic customer conversations.
- Finds the spots where the agent would take a wrong turn.
CSM
Makes botBrains support faster, best-practice knowledge more widely available, and gives you more implementation power right in the product.
Example tasks
- Implements recurring implementation tasks immediately.
- Uses proven patterns that would otherwise only emerge in a CSM call.
Gets better without sharing your data
Your customer data stays private. What gets better centrally is the way the Engineer works.
Your data stays yours
Customer data, knowledge, and decisions stay strictly scoped to your project. Nothing is shared, and nothing is trained across customers.
Follows best practices
What's maintained centrally and continuously improved is the way the Engineer works: how to design a robust procedure, build a clean Stripe or HubSpot integration, do a good review. You benefit from an ever-improving colleague, maintained by the botBrains team.
Governance
Finally let AI analyze customer data
botBrains will be the GDPR-compliant-by-default choice for EU companies. The Engineer runs in the same governed environment as the rest of your support AI. There's nothing to install separately and no new data processor to assess.
- Same EU data residency as the rest of your support AI.
- Same access controls and EU sandboxes.
- Same DPA, no new data processor to assess.
- Every action is traceable and auditable within the conversation.
- Consequential changes wait for a human approval.
“botBrains has been a game-changer. A 90% resolution rate is just a number, but we feel the impact daily. Our support team is no longer overwhelmed, and customers receive instant, clear answers.”
Carolin Holtwiesche
Product Manager Indoor at Ballsportdirekt
Ready to ship support improvements directly?
Bring your first backlog item. The Engineer shows how it becomes a tested change in botBrains.
