Launching a chatbot is the easy part. Keeping it useful is harder: new products and campaigns are not in its knowledge base, intents drift, the generative model gives a confident wrong answer, and handovers to human agents get lost. With chatbot and AI assistant management outsourcing, a 360 Soft team runs your bot day to day: conversation review, intent and flow updates, knowledge base and prompt maintenance, quality and safety testing, live-agent handover design and performance reporting. Teams work remotely, on-site or hybrid from Istanbul, can cover 24/7 if needed and typically start within 1–2 weeks. See all outsourcing services for related services.
What is chatbot management and who needs it?
Chatbot management is the continuous operation and improvement of a conversational assistant after go-live. It combines conversation analysis, content work, light configuration and testing so that the bot resolves more requests correctly, escalates the right cases to humans and stays aligned with your brand and policies. It applies to classic intent-based bots, generative AI assistants built on large language models, and hybrid set-ups.
Typical clients are e-commerce and retail brands, banks, insurers and fintechs, telecoms, airlines and travel companies, utilities, public-facing services and SaaS businesses. The service fits companies whose bot was built by a project team that has since moved on, and companies that want to add WhatsApp, web, app and voice channels without growing a dedicated conversational AI team.
Typical problems by sector
| Sector | Typical problem | What management changes |
|---|---|---|
| E-commerce | Order, return and campaign questions not covered | Weekly content updates, order-status integrations |
| Banking / fintech | Sensitive topics, strict compliance wording | Guardrails, approved answers, safe escalation |
| Telecom | High volume, many tariffs and devices | Intent tuning, tariff knowledge maintenance |
| Travel | Disruptions, rebooking, multilingual customers | Rapid updates during incidents, language coverage |
| Insurance | Claims status and policy questions | Structured flows, secure handover to agents |
| SaaS | Technical questions, changing features | Documentation-based RAG upkeep, release notes |
Scope of the service
- Daily and weekly conversation review: failed intents, fallbacks, negative feedback
- Intent, entity and dialogue flow maintenance for intent-based bots
- Knowledge base, retrieval sources and prompt maintenance for generative assistants
- Guardrails, safety and hallucination testing; regression test sets before releases
- Live-agent handover rules, routing and context passing
- Channel management: website, mobile app, WhatsApp Business, Messenger, Instagram, voice
- Multilingual content in Turkish, English, Arabic and other agreed languages
- Dashboards and monthly reports with improvement backlog
We work on common platforms such as Dialogflow, Microsoft Copilot Studio, Amazon Lex, Rasa, IBM watsonx Assistant, Zendesk, Intercom, Freshworks and custom LLM-based solutions using OpenAI, Azure OpenAI, Anthropic or open-source models.
| Role | Responsibility |
|---|---|
| Conversation designer | Flows, tone of voice, answer content |
| Bot analyst | Conversation review, intent tuning, reporting |
| Prompt / LLM specialist | Prompts, retrieval sources, evaluation and guardrails |
| QA tester | Test sets, regression and channel testing |
| Team lead | Backlog, SLA reporting, stakeholder communication |
Regulation and standards
Our team operates under Turkey’s KVKK and, for international clients, under GDPR with a DPA and Standard Contractual Clauses (or the UK IDTA). Conversations often contain personal data, so we apply masking, retention limits and access controls. In the EU, the AI Act requires that users are informed when they interact with an AI system; we help keep disclosures, logs and documentation in place. Sector rules such as banking secrecy, consumer protection and accessibility requirements, as well as local rules in your country, apply in addition.
Delivery and service models
| Model | How it works | Best for |
|---|---|---|
| Managed bot operations | We own the improvement backlog and SLA | Bots without an internal owner |
| Dedicated specialists | Named analysts and designers in your team | Large or multi-brand bot programmes |
| Bot plus live chat | Bot management combined with human agents for handovers | End-to-end digital customer service |
| Audit and stabilisation | Short engagement to review and fix a struggling bot | Before relaunch or vendor change |
Process steps and typical timelines
- Audit (1–2 weeks): conversation logs, containment, fallbacks, handovers, knowledge sources and risks.
- Improvement plan: prioritised backlog with quick wins and structural fixes.
- Team onboarding (1–2 weeks): access, brand and policy training, test environment.
- Operation: weekly release cycles, regression tests before each release.
- Reporting: monthly review of KPIs and roadmap.
Illustrative scenario
Illustrative scenario: a retailer’s generative assistant answers well on general questions but invents return conditions for campaign products. The 360 Soft team adds the campaign terms to the retrieval sources, sets a guardrail that routes uncertain refund questions to a live agent, and builds a weekly test set of 100 real questions to check answers before each update. This is an example set-up, not a reported client result.
SLA and KPI table
| KPI | What it measures | How targets are set |
|---|---|---|
| Containment / resolution rate | Conversations solved without an agent | Baseline from audit, improved over time |
| Fallback rate | Messages the bot did not understand | Tracked per intent and language |
| Answer accuracy | Correct answers in sampled tests | Regression test set |
| Handover quality | Escalations with full context | Sampled weekly |
| CSAT for bot conversations | User satisfaction | Post-chat surveys |
| Update lead time | Time from request to live content | By priority |
Pricing factors
| Factor | Impact on cost |
|---|---|
| Conversation volume | More logs to review and more intents |
| Number of channels and languages | Each adds content and testing |
| Bot type | Generative assistants need evaluation and guardrail work |
| Integrations | Order, CRM or ticketing integrations add scope |
| Coverage | Business hours or 24/7 monitoring |
| Model | Managed service, dedicated specialists or audit |
In-house team, freelancers or outsourcing?
| Criteria | In-house | Freelancers | Outsourcing (360 Soft) |
|---|---|---|---|
| Skill mix | Designer, analyst, LLM specialist hard to hire | Usually one skill | Combined team |
| Continuity | Turnover risk | Project-based | Replacement process, documentation |
| Speed | Slow hiring | Fast | Typically 1–2 weeks |
| Live-chat combination | Separate team | Not possible | Bot and agents from one provider |
Risks and mitigations
- Wrong or invented answers: curated sources, guardrails, regression tests.
- Frustrated users stuck in loops: clear handover rules and visible escalation options.
- Personal data exposure: masking, retention limits, access control.
- Brand tone drift: style guide and sampled reviews.
- Uncontrolled changes: release process with approvals and rollback.
Security, data protection, NDA and IP
Access to bot platforms and logs uses named accounts with MFA and is logged. Conversation data stays in your systems. Flows, prompts, test sets and content are your property.
A note on the contract model
We work under a B2B service agreement with a statement of work, SLA annex and change procedure. Intellectual property in deliverables (rules, reports, code, designs, documentation) is assigned to you on payment, and a mutual NDA is signed before any data is shared. Where we process personal data on your behalf, we sign a GDPR-compliant data processing agreement (DPA) with Standard Contractual Clauses, or the UK IDTA/Addendum for UK clients, and we operate under Turkey’s KVKK. Team members are employed by 360 Soft under Turkish labour law; we remain responsible for their management and replacement. This is general information, not legal advice; please have your counsel review the final contract.
Vendor selection checklist
- Does the vendor start with an audit of real conversations?
- Is there a regression test process before releases?
- Can they handle both intent-based and generative bots?
- Are handover and live-chat options available?
- Is a GDPR DPA with SCCs and KVKK compliance in place?
- How are languages and channels covered?
- What reporting is provided?
Frequently asked questions
Can you manage a bot another company built?
Yes. We start with an audit of your platform, logs and content, then take over operation and improvements.
Do you manage generative AI assistants?
Yes. We maintain prompts and retrieval sources, run evaluation test sets and set guardrails against wrong or unsafe answers.
Which platforms do you support?
Common platforms such as Dialogflow, Copilot Studio, Amazon Lex, Rasa, Zendesk and Intercom, plus custom LLM solutions.
Can you manage WhatsApp bots?
Yes, including WhatsApp Business flows, templates and handovers to live agents.
Do you also provide live agents?
Yes. Bot management can be combined with our customer service teams for handovers.
Which languages do you cover?
Turkish, English and Arabic as standard; other languages can be agreed.
How do you prevent hallucinations?
Through curated knowledge sources, guardrails, confidence-based handover and regular regression tests.
How is personal data in conversations protected?
With masking, retention limits, access control and a GDPR DPA with SCCs.
How often is the bot updated?
Typically in weekly release cycles, with urgent updates possible at any time.
How quickly can you start?
Usually within 1–2 weeks, starting with an audit.
Let us review your bot together
Tell us about your chatbot and AI assistant management needs and we will come back with a scoped proposal, a team plan and a realistic start date (typically 1–2 weeks). Call +90 850 335 10 87, message us on WhatsApp, email info@360-soft.com or use the contact page. 360 Soft Marketing Yazılım ve Danışmanlık Ltd. Şti., Nidakule Ataşehir Batı, Barbaros Mah. Begonya Sk. No:1 D:2, 34746 Ataşehir/İstanbul.
Related pages
- All outsourcing services
- Call center and customer service
- CRM management outsourcing
- Data labeling and AI data preparation
- Data analytics and BI outsourcing
- Hire AI/ML developers
- Türkçe
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