Presentation: The hellomateo AI agent with chatbot for automated customer service [June 2025]
Veröffentlicht am
13.06.2025
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What is the hellomateo AI agent?
The Hellomateo AI-Agent is an intelligent chatbot that automatically answers customer inquiries on all connected messenger channels — 24 hours a day, 7 days a week. This is not about standard answers, but about real Contextual conversations.
The AI is trained with a company-specific questionnaire and with information from the company description and from the company's website and can generate answers independently — even if the questions asked do not match the wording from the questionnaire. The bot recognizes Intentions, Context, and Contexts and provides precise answers based on stored information. If no suitable answer is found, the AI recognizes this and automatically transfers the conversation to a human employee — friendly and uninterrupted in conversation.
Companies can give the chatbot a Give a name, Speech style and tonality (e.g. “you” or “you”) define and even determine how long or concise the answers should be. This will make the AI agent not just functional, but also personally adaptable. All AI-generated messages can be clearly marked as such upon request — for maximum transparency and trust.
How does AI-supported customer service work with hellomateo?
Hellomateo's AI agent is not simply a chatbot with fixed answers. It uses modern AI technology to flexible, learnable and context-sensitive to respond to customer inquiries. The basis for this is an individual knowledge model, who can design the company themselves.
How is the AI agent trained?
- Questionnaire: Companies define typical customer concerns such as “How does the return process work? ” or “What are the opening times on public holidays? ”
- Reply: A suitable answer is provided for each of these questions — with links or explanatory content
- Freedom of formulation: The AI automatically recognizes similar or differently formulated inquiries and reacts with the appropriate answer — even if the wording differs significantly
Other sources of information that the AI agent can use
- Profile description: All information stored in the company profile is automatically included
- documents: PDF files, instructions or terms and conditions can be uploaded — the agent uses them as a source of knowledge
- Web page URL: Companies can specify a domain whose publicly available content is fully analyzed and understood by the AI agent
If the AI is stuck:
If an inquiry cannot be answered unequivocally, the AI agent will lead the conversation automatically forwarded to an employee — including context. In this way, no information is lost and the customer does not have to repeat himself.
Which topics can the chatbot answer?
The hellomateo AI agent is on recurring customer inquiries specialized — exactly the topics that cost a lot of time in traditional support. In doing so, it can be flexibly adapted to your company.
Typical areas of application in customer service:
- Opening hours: For example, “Are you also open on Sundays? ”
- Shipping & returns: “How long do I have to return an item? ”
- Prices & offers: “Are there any discounts right now? ”
- Product information: “What are the technical details of the Samsung Curved 32-inch monitor?”
- Buying advice:”Which shoes go well with my summer dress?”
- General information: “At which locations do you have branches?”
More complex processes can also be mapped — for example through links to forms, PDFs or further information on your website.
Individual content:
By uploading its own content, such as documents or URLs, the chatbot can also...
- Automatically display FAQ content
- Read information from the legal notice, privacy policy or service areas
- Answer product and company-specific questions based on your website
The best part: You have full control over what content the bot knows and how it answers.
What makes the hellomateo AI-Agent special
Many chatbots appear stiff, impersonal or simply ignore the question. Hellomateo's AI agent takes a different path: It combines modern AI with true individualization and cross-channel integration.
1. Personally customizable
The AI agent is not an off-the-shelf bot. Companies can:
- your own name assigned (e.g. “ServiceBot Lea”)
- Speech style and tonality determine (e.g. friendly & relaxed or factual & formal)
- Title (you/she) and Response length stipulate
- transparencyby clearly marking AI-generated messages
2. For all messenger channels
The AI agent works on all online channels that are connected to hellomateo — e.g.:
- Facebook Messenger
- web widget
This means: No matter which channel a customer uses to write — the chatbot is there and answers in the desired style.
3. Scalable & data protection compliant
- The AI agent relieves your team and enables 24/7 customer service
- At the same time, it meets all data protection requirements — e.g. through Transparency notices and GDPR-compliant storage
With hellomateo, you are always in control — and at the same time offer a modern, automated service that feels like talking to a real person.
Coming Soon: Chatbot Skills — The AI agent with integrations into your existing software
What is already possible today will soon be even more powerful: hellomateo is currently working on expanding the AI agent to include so-called “Chatbot Skills”. This not only allows general inquiries to be answered, but also specific information from your existing software retrieve — in real time.
As a result of the planned integration into ERP, CRM or shop systems, the bot will be able to:
- Find orders and view their status
- Provide shipment tracking links
- Update customer data (e.g. address or phone number)
- Check product availability live
- Request coupon codes or loyalty points
Typical questions that the bot will soon be able to answer:
- “Where is my order #467123? ”
- “Can I change my delivery address? ”
- “Are the size 32 black jeans still there? ”
- “How many bonus points do I have? ”
- “Which branch near me has the item in stock? ”
- “How long is my voucher still valid? ”
- “Can I have my last invoice sent again? ”
- “Can you send me a return label as a.pdf file?”
These skills take the AI agent to the next level: from an intelligent question answer to a real digital front desk, which is deeply integrated into your business processes — and creates customer experiences that inspire.
Conclusion: A chatbot that delivers what it promises
The AI agent from hellomateo provides exactly what many companies need today: Relieve customer service without sacrificing customer experience. Service requests are answered automatically — quickly, reliably and across all channels. At the same time, the personal touch is retained: through customizable language style, controllable scope of knowledge and seamless transfer to real employees.
Particularly convincing: AI understands the context, is not dependent on rigid formulations and learns from your company's content. Whether it's an online shop, branch store or service provider — the AI agent becomes a real digital assistant.
For companies, this means: Less support effort, happier customers and a professional presence — around the clock.
hellomateo has much more to offer than just automated AI customer service
With hellomateo and the WhatsApp Business Platform companies can inspire their customers with customer communication and marketing, maximize their sales and minimize internal workload. integrations with thousands of other software applications, WhatsApp newsletter marketing, unlimited scalability and flexibility, automatic responses, GDPR compliance, etc. — the WhatsApp Business Platform has so much to offer. Just arrange a free consultationto find out all the details Our customers know the following benefits particularly appreciated:
- Central user interface: hellomateo combines WhatsApp Business Platform, email, Instagram, SMS and Facebook Messenger in one central inbox. The intuitive user interface includes various tools for efficient customer communication and saves you valuable working time.
- integrations: With hellomateo, you can use WhatsApp in integrate over 6,000 software programs and fully automated Customer trips create with invitations, order confirmations, shipping information, invoices, and reminders.
- Newsletter marketing: Send GDPR-compliant Newsletter via WhatsApp or SMS and benefit from opening rates of over 90%.
- Assessment management: hellomateo can Automatically request online reviews from your customers, which boosts your Google ranking and trust in your company.
- Data protection: hellomateo meets all German and European Data protection requirements and offers end-to-end encryption for secure customer communication.
- scalability: Our software is suitable for Businesses of all sizes and can be extended indefinitely depending on the package.
- Diverse AI features: Our AI agent can automatically answer customer inquiries in chat, answer calls, help with the formulation of messages and much more.
Arrange a non-binding and free consultation and we'll show you how hellomateo covers your communication needs! Simply book an appointment here or write to us via our web widget.
