Channels
Customer questions come in via email, forms, WhatsApp, chat, marketplaces and phone. AIDAN brings them together in one conversation view, with each customer’s full history attached.
Connect your support mailboxes, for example from Gmail or Outlook. Every email becomes a conversation that AIDAN analyses and, when it is sure, answers right away.
Contact forms on your website arrive straight in AIDAN, also if you use Gravity Forms. No more separate notifications in a shared mailbox.
Answer WhatsApp messages from the same inbox, via the Meta integration. Customers get their answer on the channel they choose.
A chat widget on your website for self-service. Answers come from your approved knowledge; if AIDAN can’t solve it, your team takes over.
Questions from customers on Mirakl marketplaces such as Decathlon arrive together with your other channels and are answered with the same knowledge.
Do you call via Voicedata? Their AI assistant Shomi turns every call into a transcript, summary and action points. These arrive in AIDAN as a conversation, next to your email, chat and other channels. More about Voicedata and Shomi (in Dutch)
Automate
For every question, AIDAN determines how certain the answer is. If it is sure, AIDAN handles the question or carries out an action. If not, your team gets a suggestion with all the context.
AIDAN calculates a confidence score for every question. Above your threshold an automatic answer follows; below it, an agent gets a suggested answer. The same question always gets the same answer.
AIDAN looks up orders, shares the shipping status and creates returns through integrations with Shopify, WooCommerce, Returnless and Picqer, among others.
Set rules across all channels: who gets which question, what priority a conversation has, and when a follow-up is needed.
In the platform, several AI agents work together to reach the best answer. You set up their output to match how your organisation works.
Knowledge
Good automation starts with reliable knowledge. In the knowledge centre you bring together documents, websites, manuals and internal information. AIDAN only uses what has been approved.
All the approved knowledge AIDAN uses for customer questions, automation and internal support, in one place. You decide who may edit and approve knowledge.
Upload and organise manuals, procedures and other documents. AIDAN searches them when a question is not yet in the knowledge base, and then suggests a new knowledge item.
Automatically retrieve information from selected web pages and turn it into up-to-date, usable knowledge.
Staff ask the knowledge base via chat for the right answer or document, with the source shown. No more searching through folders and long documents.
Knowledge items are built from incoming questions. That way the knowledge base knows the most frequent questions within about five weeks, and you see exactly where knowledge is missing.
Overview
Staff see at once what a question is about, what information is already known and which actions were taken before. Every conversation stays transparent, from first contact to resolution.
Manage all customer questions centrally, including context, history, internal notes and previous actions. Quickly find what you need with filters for status, topic, priority, channel, team or question type.
Distribute conversations across teams and staff, so every question reaches the right person in time.
AIDAN recognises the customer’s language and automatically answers in the same language, including Dutch, English and German. Ideal if you help customers across Europe. From the Plus plan.
Customer, order and contact details come together in the conversation, so every question is handled with the right context.
See question volumes, response times, recurring topics and the performance of teams and automations. That way you know where to improve.
Shopify, WooCommerce, Returnless, Picqer, TOPdesk and 100+ other integrations, plus webhooks and an API.
Channels
Systems
