CHAT / 01● ONLINE
“Can I book an appointment tomorrow?”
Yes — would 10:30 or 14:00 suit you?
WebsiteAppointment request
Chat turns into action
An AI chatbot that does more than answer. It understands your offer, qualifies enquiries and brings the next sensible step directly into the conversation — on your website, in WhatsApp or connected messaging channels.
CHAT / 02● ONLINE
“Would this work for a team of twelve?”
Which processes currently cost your team the most time?
QualificationNeed identified
CHAT / 03● ONLINE
“Are you still open today?”
We are open until 18:00. Shall I send the location?
WhatsAppWhatsApp
CHAT / 04● ONLINE
“I need a tailored proposal.”
Of course. What is it about and when may we contact you?
HandoverQualified lead
AlpenAgent / AI CHAT
HUMAN / HANDOVER
01Answersfrom approved knowledge
02Qualifiesgoal, need and urgency
03Actsappointment, lead or handover
A conversation has value only when something is clearer afterwards
A good AI chatbot does not merely shorten the search for information. It recognises what a person wants to achieve, asks only for missing details and leads to a traceable next step. That may be a reliable answer, an appointment option, a qualified enquiry or a handover to a person.
For Swiss SMEs, this means fewer repeated standard questions, better availability outside office hours and more structured enquiries for the team. The chatbot does not replace advice when judgement is required. It makes sure that advice starts with the right context.
Understand
Intent, not isolated keywordsThe dialogue maps the question to an approved use case and uses only the information intended for that situation.
Clarify
Only what is missingInstead of displaying a long form, the chatbot asks step by step for the goal, location, timeframe or other necessary details.
Continue
One clear outcomeDepending on the rules, it shows a relevant page, prepares an appointment, captures a lead or hands over to the right person.
Not limited to a website widget
The conversation logic can be used where enquiries actually begin. Channel, permissions and available actions are checked for every integration, so a WhatsApp conversation does not feel like a copied website chat.
01
Website
A direct entry point for visitors comparing services, asking detailed questions or looking for the right page.
02
Familiar, fast and practical for questions on the move. Connection uses WhatsApp Business infrastructure with defined templates, consent and handovers.
03
Messaging
Instagram, Messenger or other connected inboxes can feed into the same handling logic, depending on platform access and permissions.
04
Internal
The same knowledge logic can also guide staff through procedures, documents and ownership — separated from the public customer chat.
The chatbot does not decide freely. It follows agreed logic
A chatbot does not need limitless knowledge. It needs clear ownership
Approved service pages, current opening hours, documented processes and reviewed FAQs form the knowledge base. Outdated files, private notes and contradictory claims do not belong in it.
For every important content area, we define who approves changes and when a source is reviewed again. Answers remain traceable instead of merely sounding confident.
Answer
The information is unambiguous in an approved source. The chatbot responds concisely and links to the relevant page where useful.
→Clarify
A specific detail is missing. The chatbot asks a focused question without promising a service, price or availability too early.
?Handover
The case is sensitive, individual, contradictory or outside the permitted scope. The team receives the history and collected context.
↗The dialogue should not end at the chat bubble
A chatbot becomes useful when information reaches the right place after the conversation. Systems are connected according to the use case, not to create the longest possible list of logos.
CHATCONTEXT → ACTION
Calendar
Display available times or prepare an appointment request. A booking is confirmed only when the connected calendar logic allows it.
CRM & inbox
Create the contact, purpose, consent and conversation summary in a structured form so the team does not restart from zero.
Website & CMS
Use current page content as an approved source and include the visitor’s page context in the response.
Support & processes
Trigger tickets, callback requests or defined automations with a log, an error path and human ownership.
Solve one conversation properly. Then expand
Define the use case
We choose one channel and a manageable group of real customer questions. A focused pilot produces useful evidence faster than a chatbot for everything.
Organise knowledge
Sources, permitted claims, exclusions and owners are documented. Contradictions are resolved before the system is tested.
Design the conversation
We write openings, clarifying questions, answers, action paths and handovers in the language of your customers — German, French, Italian or English.
Test real questions
Normal wording, typos, follow-up questions, provocation and cases without a suitable answer are checked. The whole next step matters, not only the sentence returned.
Measure and maintain
Unanswered questions, drop-offs, handovers and successful actions show where content or logic needs improvement. Expansion follows this evidence.
Automate where there is clarity. Involve people where judgement is needed
✓
Similar questions arrive repeatedly through the website or WhatsApp.
Services, opening hours and responsibilities are documented.
The team wants structured context before calling a prospect back.
There is a clear owner for content and handovers.
—
Prices, services or procedures contradict each other across sources.
Nobody owns cases the chatbot is not allowed to solve.
The bot is expected to imitate individual advice or make unsupported commitments.
There is no bounded first use case.
Clarify before the first dialogue
Does the AI chatbot work only on a website?
No. The same core logic can also operate in WhatsApp and, depending on APIs and permissions, other messaging channels. Interface, consent and available actions are adapted for each channel.
Does the chatbot answer every question?
No. Its permitted scope is defined through approved sources and rules. Uncertain, sensitive or individual cases follow a specified human handover.
Can it book appointments and create CRM leads?
Yes, if the calendar or CRM provides a suitable interface. We define which details are required, when an action becomes binding and what happens if a technical step fails.
Which languages are possible?
German, French, Italian and English can be included in one concept. Content and dialogues are not merely switched automatically; they are reviewed per language.
How does the knowledge stay current?
Important sources receive an owner and review schedule. Changes to services, opening hours or processes are updated in the source first and then tested in the chat.
How quickly can a pilot start?
That depends more on a clear use case and reliable sources than on the technology. One channel with a few goals is far easier to control than an immediate full rollout.
Bring ten real questions
In the Business Check, we examine which questions occur often enough, which sources are already reliable and which channel should come first. You then know whether a focused chatbot pilot is worthwhile and what needs cleaning up beforehand.
Start the Business Check