Ask the awkward ones first.

Your Chatterbox is customer-service intelligence for South African organisations. Customers engage through Voice, SMS and a customer-service interface. It understands what they need, remembers prior conversations, applies your rules, and hands over complex cases with full context, without replacing the systems you already use.

No. A dialler moves calls. A chatbot answers on one page. A call-centre platform routes people. Your Chatterbox is the intelligence between the customer and your operation: it uses your knowledge, keeps one thread across channels, and hands work to your team with the context intact.

Three connected failures in customer service: inbound requests lost when staff cannot take them, outbound notifications that create replies nobody handles, and the internal administration and context that disappears between channels, teams and systems. Your Chatterbox connects all three so every interaction leads to an answer, an allowed action or a structured hand-over.

No. People keep judgement, approval, exception handling and accountability. Your existing systems stay in place and remain the official records. Your Chatterbox adds handling, not another version of the truth.

Preview Your website, your documents, or both. No integration project, no new infrastructure and no development.

Indicative targets:

• Within a day (Preview): test your knowledge.
• Within weeks (Pilot): fix gaps and test a limited workflow.
• Within a month (Live): target customer use through agreed channels.

Targets vary with scope, content readiness, approvals, integrations and channel setup.

No. Run a Preview within a day at no charge. If it is not right for your business, walk away.

No. Testing is private. Nothing changes for your customers until your organisation approves it.

If the preview is helpful, scope a 30-day Trial on one defined problem, followed by a Pilot on real customer interactions, then Live.

From your approved knowledge: published pages, policies, product guides, rate cards, operating procedures or FAQs you provide.

Your Chatterbox is bound to your approved knowledge. When it does not find an approved answer, it says so clearly and routes the customer to your team, rather than inventing one.

During setup and testing, contradictions and gaps surface so your team can correct them before anything touches customer-facing channels.

Updates apply through your administrative interface or source sync. Changes take effect on the next conversation.

No unapproved learning happens automatically. Conversation patterns surface for your team to review, but new answers require explicit approval.

The customer-service interface (web), inbound telephone calls, outbound telephone calls with consent, and two-way SMS.

Yes. Divert calls to Your Chatterbox after hours, on busy signals, or as the primary line. You retain number ownership.

Yes. Customers can reply to an SMS notification and continue the conversation in that thread, with prior context preserved.

A responsive, browser-based conversation window accessed via link, QR code or embed. It requires no app install and supports text, audio messages and live voice.

In written interaction through the customer-service interface: all of South Africa's 11 official spoken languages. In voice: English, isiZulu and Afrikaans, with additional languages added as verified speech models become available.

South African customers frequently mix languages in a single conversation. Your Chatterbox understands code-switched inputs and responds accurately within your approved knowledge.

Hand-overs to your team include a structured English summary of the customer's need, alongside the original verbatim input.

When the customer asks for a person, when the topic falls outside approved knowledge, when emotion or urgency is high, or when an action requires human authority.

The full conversation history, the extracted intent, what was already answered, and what remains to be resolved, so the customer does not repeat themselves.

Via email, webhook, CRM ticket or direct phone transfer, depending on how your team prefers to receive work.

Yes. Personal information is processed strictly under your organisation's mandate as the responsible party. Consent is checked before every outbound call or message, opting out is immediate and permanent, and retention is enforced automatically. Data is not used to train shared external models.

Production infrastructure runs in certified data centres with encryption in transit and at rest.

No. Your conversation data and proprietary knowledge belong exclusively to your organisation.

Retention periods align to your organisation's data retention policies, with automated purging and export capabilities.

Clear subscription pricing based on active conversation volume and enabled channels, with no hidden seat licenses for your human staff.

Enterprise SLAs cover uptime, speech latency and issue resolution, backed by dedicated technical support in South Africa.

Email chatterbox@backchat.co.za, or use any request button on this page. Backchat scopes the test with your executive, operations and procurement teams.