French teenager Mathis André had been tinkering around building websites when he dropped out of school at the age of 16 before eventually becoming interested in bots, the software which has exhibited a lot of promise in areas like customer service and e-commerce.

André, who is now 17 and living in Brussels, is the co-founder of Faqbot, which is developing chatbots that are trying to get rid of traditional ‘frequently asked questions’ (FAQ) pages.

“We take an existing FAQ on the website, and then we import and create a conversational agent from the FAQ,” said André.

“FAQs are very long to read, so we tried to provide the answers to questions of the FAQ in a chatbot, but it’s very hard work because we need to be accurate and machine learning is not very good at the moment [for this problem].”

Chatbots were the flavour of the month a few years ago, with startups touting the benefits that the software will have on functions like customer service. While on the surface some of that buzz has died down, the market is still tipped to grow over the next five years, according to research firm ReportLinker. Investment in chatbot-related startups remains steady as well. UK fintech startup Cleo, a chatbot for helping to manage your finances, raised £2 million in July and French payments giant Ingenico recently backed e-commerce chatbot startup JoinedApp.

As a result, the market for chatbots is regularly changing and so Faqbot is a constantly evolving its software because FAQs are only so good. If a user asks a question that the FAQ is unfamiliar with, it will create a ticket, add it to a database to generate answers for the future.

It’s an extremely simple yet effective idea and André has plans for Faqbot far beyond this but it took some trial and error just to get this far.

André first toyed with chatbots after he met his Faqbot cofounder Denny Wong at a TedX conference a few years ago. The two first started developing a bot for a website builder.

“This project failed, sadly, but it was my first experience with the chatbot world,” he said.

The spark from this idea led him to creating a bot in September 2016 for Tablebooker, a restaurant table booking app that was acquired by Resto Group. The bot integrated with Facebook Messenger and allowed users to book a restaurant table or ask a customer service question via the Tablebooker API in real time.

“After this chatbot was created I said I want to solve a real problem and start my own chatbot company,” he said. “I talked with a big company to sell them a chatbot in December last year.”

While this big company, that André could not name, never moved on his offer, the 17-year-old decided to develop his own bot from scratch, creating the company that would become Faqbot.

He and Wong spent three months building an MVP for Faqbot. The bare-bones version of the product was first only available offline, but the nascent company managed to sell the software to about ten companies to get some cash in.

“We needed to make some cash before raising money so we prospected some companies and sold about 10 chatbots.”

The early months of the Faqbot journey have informed the young entrepreneur on how best to evolve his original idea to keep up with ever-changing use cases.

Now André is developing version two of the bot that will be fully online and is playing around with different features. Visadesk, a division of Belgian delivery business ASX-IBECO, which provides visa application services, is deploying Faqbot for answering questions about visa applications and documentation.

E-commerce is another major use case for technology, allowing users to follow up on queries with a purchase in a single chat. Several big-name brands have been developing e-commerce bots for apps like Facebook Messenger and Kik.

Faqbot is catching up too, by developing a feature for carrying out sales through its bot. It has already deployed the first use of this bot feature with Belgian app maker Formyfit.

The startup has raised some money so far – €125,000, a small amount in the bigger picture – and André claims the startup has no immediate plans to raise a seed round but admits that this will likely happen eventually. For now, the teen entrepreneur is focused on refining the product.

  • Sorry, but this run towards chatbots everywhere is so utterly stupid. Every year there is yet another hype, people investing w/o thinking about practical use cases. In most situations standard apps and websites provide a vastly more efficient access to data that cannot be replicated in a simple chat. Who wants to waste time by typing a question or using voice? By the time that chatbot asks you the 3rd question because it still has no idea what you want a simple search would have already provided the necessary information. Especially with something as basic as a FAQ.

    Chatbots are only useful in cases where you want answers for complex queries but you don’t have access to the raw data / no experience with programming + where normal UI would have to be complex as well. E.g. getting answers for questions like “Who were the first 3 women who became President in South America” (could be answered through SPARQL in Wikidata). But FAQ’s?

    • miguelofboston

      Totally disagree. I was just at a conference that had an amazing chatbot answering questions like “where is exhibitor parking” to “what time is the CMO of kickstarter speaking”… an enhanced FAQ combining agenda and logistical info. Shooting texts to the bot was 10x easier than navigating a mobile site to retrieve that info. I think it’s less about complexity level of query and more about context and extended UX opportunities. Why is it better to have to scroll through an FAQ w/ 30 questions, or an agenda with four days of speakers, on my iPhone, when I could text a bot and they could send me a complete answer (or link if the answer is too long). Chatbot tech is only getting smarter and I’m absolutely stoked for more efficient info retrieval. Enhanced FAQs.