General
Which languages does branchly support and how do I activate them in the application?
branchly supports a total of 101 languages, including all major world languages such as German, English, French, Spanish, Italian, Chinese, and Arabic. The branchly AI can also respond in dialects and provide content in simple language. Multilingualism is automatically integrated into chat and search. Activation is done through the configuration of the branchly widget. branchly automatically detects the user's language and responds accordingly, making your website seamlessly multilingual.
How does branchly support accessibility and digital inclusion?
branchly focuses on digital inclusion by ensuring that its user interfaces are fully compliant with WCAG and support plain language. Through its partnership with Eye-Able®, it ensures intuitive and accessible website interaction. Additionally, branchly helps companies develop AI-based communication solutions that comply with the Accessibility Strengthening Act (BFSG). The branchly AI also contributes to inclusion as it understands and responds to inputs in up to 101 languages.
Why doesn't branchly have live chat support?
We focus on fast, scalable self-service through our AI. The branchly AI is designed to autonomously resolve the majority of inquiries. However, if human contact is still needed, we seamlessly direct users to the contact channels or forms you require. From our experience, having your employees handle a live chat is inefficient.
Does branchly provide support for the initial setup and integration of the application?
Yes! We provide you with a detailed guide for the initial setup and documentation on all features. In addition, our dedicated team is available to assist you with training and configuration to ensure a smooth implementation.
Do I need experience in prompting to be able to use branchly effectively?
Experience in prompting is helpful, but not necessary to get started. Branchly defaults to retrieving from your knowledge base and using pre-defined guidelines, so our default settings deliver good results right away. Prompt tuning becomes relevant to refine the AI once your specific use case is mature.
What added value does the combination of the various AI user interfaces (chat, search, navigation, voice) provide?
Every user interface has an independent purpose and roughly represents a type of interaction opportunity. As a result, users have the choice of how they want to efficiently receive their information. Another significant advantage is that interactions and user needs can be tracked across all user interfaces. This allows for considerable optimization potentials to be proposed through the branchly platform.
Why does branchly forgo humanoid assistants and instead use 3D-animated, pulsating bubbles?
We avoid anthropomorphic characteristics to keep our AI assistants neutral, inclusive, and objective. The animated bubbles communicate the system status in a friendly way without implying a human identity, as users see through this and consider it untrustworthy. This aligns with our brand philosophy of making technology transparent and trustworthy.
Pricing
Which branchly plan is best suited for testing AI interfaces and automating initial customer inquiries?
For a low-risk start and testing of AI interfaces, the Starter plan is the best choice. This package is ideal for companies wanting to try out features like Chat, Search, or the Navigator in practice without immediately investing in complex automations. By implementing the interfaces, the Starter plan often already provides a direct marketing uplift, for example through higher conversion rates, and reliably automates recurring standard customer inquiries. With up to 2,000 active sessions per month, it offers a cost-effective entry into AI automation.
At what point should companies choose the Professional plan to personalize their website and customer journey with AI?
Upgrading to the Professional plan is worthwhile for ambitious businesses as soon as they want to harness the full potential of AI to automatically optimize their website and understand their target audience precisely. Only within this package does the branchly platform unleash its full impact through features like Topic & Intent Classification. The plan is specifically designed to improve the website based on data and with zero manual effort, using the Advanced Optimization Engine and the Content Creation Agent. If the goal is to highly personalize the customer journey, fully automate marketing processes, and effectively convert up to 6,000 monthly sessions, the Professional plan is the right solution.
Which branchly package meets enterprise requirements such as custom AI models, SSO, and individual compliance guidelines?
The Enterprise plan is designed exclusively for large organizations with tailored needs, strict IT requirements, and high security standards. This package is built to satisfy all custom corporate needs without exception. It offers the integration of proprietary data sources, specific AI actions, and custom AI models. Additionally, the plan guarantees compliance with the highest enterprise standards through features such as Single Sign-On (SSO), individual roles and permission concepts (Custom Roles & Permissions), and the option for a custom Data Processing Agreement (DPA). The plan is designed for high volume starting at 15,000 active sessions and includes prioritized support.
How does branchly define an "active session"?
A session begins as soon as a user interface (e.g., widget, chat, or search) is loaded. It becomes an active session as soon as the user performs an interaction – this includes actions such as searching, navigating, chatting, or submitting a form. Multiple interactions within a branchly user interface count as only one active session.
How can I estimate the required number of active sessions?
Start with the number of page views on the pages where the branchly user interfaces are embedded. Apply an estimated interaction rate, which typically ranges from 1-5% depending on the embedding. The session limit is billed over the entire year to cushion seasonal fluctuations and peak loads.
What happens if I exceed my session limit?
If you exceed your agreed monthly limit for active sessions, your branchly solution will remain available and functional for your users. We will inform you about the excess and charge for the additional sessions according to the terms specified in your contract.
Are tests credited to my active sessions?
Yes, by default, all active sessions are counted and deducted from your quota.
Technology & AI
How does branchly ensure that the AI-generated responses are accurate and contain no "hallucinations"?
We use Agentic RAG (Retrieval Augmented Generation) to ensure accuracy. The system retrieves data solely from your approved knowledge base and directly cites the corresponding source nodes in the user interface. You also have the ability to monitor responses and interactions, and can continuously refine prompts, sources, and settings to minimize the risk of inaccuracies.
Does branchly use cookies to collect user data?
No, branchly does not use cookies. Session IDs are generated and managed directly on the client side. We do not collect user information through cookies at any time.
Which Large Language Models (LLMs) does the branchly platform use?
We primarily use models provided through the Azure OpenAI Service, particularly for routing and generating responses. Additionally, alternative providers like Mistral, Cohere, DeepSeek, or Qwen are supported when they are best suited for the specific use case.
Data Protection & Security
What data protection standards does branchly meet?
branchly meets the highest data protection standards and is fully compliant with the GDPR and the EU AI Act. The protection of personal data, data security, and compliance are a central part of all branchly solutions. We ensure compliance by processing personal data strictly according to Article 28 of the GDPR, supported by clearly regulated data processing agreements (DPA); you always retain data sovereignty, as branchly processes data only on your behalf and according to your instructions. Furthermore, all data is stored exclusively at European locations (Frankfurt & Amsterdam) using Microsoft Azure and OVH Cloud (EU hosting). We implement comprehensive technical and organizational measures (TOMs) in accordance with Article 32 of the GDPR to ensure the confidentiality, integrity, and availability of data, which includes, among other things, access control, encryption, access restriction, and an IT emergency plan. branchly also assists customers in conducting data protection impact assessments in accordance with Articles 35 and 36 of the GDPR and reports data breaches promptly in accordance with Articles 33 and 34 of the GDPR. Finally, branchly meets all requirements of the EU AI Act and provides comprehensive documentation (white paper, created by a law firm) to ensure you have a legally and technically secure AI experience.
Is branchly compliant with the EU AI Act and the GDPR?
Yes, branchly is fully compliant with the GDPR and the EU AI Act. Data protection and security are our top priorities: we exclusively use EU hosting (Microsoft Azure, OVH Cloud), implement comprehensive technical and organizational measures (TOMs), and process your data according to Article 28 of the GDPR, supported by clear data processing agreements (DPA). Additionally, we thoroughly document compliance with the EU AI Act in a whitepaper created by a data protection law firm. Thus, branchly offers a trustworthy and secure AI experience based on the highest European standards, both legally and technically.
Where are the AI models hosted?
We access AI models via interfaces or host them ourselves. Access to the models is through Microsoft Azure. All servers are located in Europe.
Integration
How does the integration of external data sources work?
Integrating external data sources is simple and flexible. Our AI solutions rely solely on your own content (e.g., through automated crawling of your website) and on externally selected sources. You can easily add and configure new external data sources in the branchly dashboard.
How can I integrate branchly into my website?
Integrating branchly into your website is simple and flexible: The user interfaces (e.g., chatbot or search) can be easily integrated via the JavaScript snippet. branchly offers design configuration options directly on the platform. Since we provide web components, our user interfaces can also be fully customized via CSS. If needed, the branchly team will support you with the technical integration.
Can I export session data for my own analysis?
You can view detailed conversation logs and analyses in the dashboard. For exports or customized analysis requests, please contact our team, who will offer you the most suitable option.
What data sources does branchly support?
Data integration is possible via APIs, webhook events, website crawlers, file uploads (CSV and PDF), HelpSpace, and selected database connections, covering almost all use cases. Custom data sources are also available upon request.