AI Chatbot for Customer Service, Built on Your Knowledge
An AI customer service chatbot answers routine questions from your own policies and help content, day and night, in English and French, and hands complex or sensitive cases to your staff with the conversation attached.
In short
- The chatbot answers from sources you approve: website, policies, help articles, product or service documents. Answers link back to the source.
- Handoff to a person is built in: complaints, account-specific questions and anything regulated go to staff with the full conversation.
- English and French from the same knowledge base, which matters for Quebec customers and federal clients.
- Price: $9,800 CAD + HST for the six-week AI Pilot Sprint, including connection to your helpdesk or CRM.
- Privacy notice, retention and personal-information handling are prepared under PIPEDA and Quebec Law 25 for review by your privacy lead or counsel before launch.
Your situation
A support chatbot helps when the same questions fill the queue every day and customers wait for answers that already exist in your documents. Typical cases:
- Repeat questions. Hours, prices, document checklists, order or application status, how-to steps.
- After-hours demand. Customers write in the evening and wait until morning.
- Two languages, one team. French and English customers, and not every agent writes both.
- Small team, growing volume. An insurance brokerage, accounting firm, clinic or property manager where the same three people answer everything.
What the chatbot handles, and what it passes on
| Handled by the chatbot | Passed to staff with context |
|---|---|
| Questions answered in your policies and help content | Complaints and escalations |
| Document checklists and next steps | Account-specific requests needing identity checks |
| Appointment booking and rescheduling | Payment disputes |
| Status lookups through your system's API | Licensed or professional advice |
| Collecting details for a new request | Anything the sources do not cover |
For internal staff questions, the same technology becomes an employee assistant. For requests that trigger work in other systems, see AI workflow automation.
What the AI Pilot Sprint includes
A chatbot on one channel. Website, Teams or your helpdesk widget, answering from approved sources.
The knowledge base. We gather and clean the documents it answers from, and set an owner to keep them current.
Handoff rules. Topics, keywords and confidence levels that route to a person, with the conversation attached.
A test set of real questions. Built from your tickets and emails, run before launch.
Privacy setup. Notice to users, retention period, and handling of personal information aligned with PIPEDA and, for Quebec customers, Law 25.
Training and a runbook. Staff learn to update content, read conversation logs and fix wrong answers.
How long it takes
Six weeks. In our experience most of the time goes into collecting and cleaning the knowledge base and agreeing on handoff rules. The schedule depends on the state of your help content, helpdesk API access and internal approvals, especially for French content review.
What it costs
The AI Pilot Sprint is $9,800 CAD + HST, fixed, for one chatbot on one channel. Model usage and platform licences are billed to you directly. Voice bots and additional channels are scoped after the pilot. All packages are on the pricing page.
Why Remolda for a support chatbot
- Answers tied to your sources. Each answer comes from approved content, with a link to it.
- Handoff designed first. The escalation rules are written before the first answer.
- Bilingual from the start. English and French from one knowledge base.
- Privacy prepared. Notice, retention and access drafted for PIPEDA and Law 25.
- Fixed price, measured result. Six weeks, $9,800, reviewed against your baseline.
How the work runs
The Sprint is the Implement step of the Remolda Cycle; staff training is the Empower step.
- Scope. Channel, topics, handoff rules, success measures.
- Knowledge base. Collect, clean, assign an owner.
- Build and test. Real questions, including the hard ones.
- Launch. Live with handoff on; logs reviewed weekly.
- Review. Resolved share, handoffs and wrong answers against the baseline; go, adjust or stop.
Before launch, we recommend a short AI use policy that covers customer-facing AI.
Frequently asked questions
How much does an AI customer service chatbot cost?
Remolda builds and launches one customer service chatbot in the six-week AI Pilot Sprint for $9,800 CAD + HST. Model usage and any helpdesk or chat platform licences are paid directly to the vendor.
Will the chatbot make things up?
The chatbot is instructed to answer only from the documents you approve and shows the source. When the documents do not cover a question, it says so and offers a person. We test it against a list of real customer questions before launch.
Can the chatbot answer in French?
Yes. One knowledge base can serve English and French answers, and the chatbot replies in the customer's language. French content is reviewed by a French speaker before launch.
Which questions should stay with staff?
Complaints, account-specific requests that need identity checks, anything involving payment disputes, and questions that require licensed or professional advice, such as insurance coverage or legal opinions. The chatbot collects details and routes them.
Can an Ontario insurance broker or accounting firm use a chatbot?
Yes, for routine questions and subject to your regulator's rules: office hours, document checklists, renewal steps, claim reporting instructions and appointment booking. Advice on coverage or tax positions goes to a licensed person, and the chatbot says so.
Which platforms does it work with?
Your website, Microsoft Teams, and helpdesk or CRM tools with an API, such as Zendesk, HubSpot, Intercom, Freshdesk or Dynamics 365. We connect to the tools you already use where they offer an API.
How do you measure whether the chatbot works?
We baseline ticket volume and response time before launch, then track resolved conversations, handoffs, customer ratings and wrong-answer reports during live use. The week-6 review compares both.
Sources
- Office of the Privacy Commissioner of Canada — PIPEDA in brief
- Commission d'accès à l'information du Québec — Principaux changements de la Loi 25
Facts checked:
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