→ This guide describes implementing the solution from the case study: Binom Technical Support for Security Systems
How to implement Binom Technical Support
Creating Binom Technical Support requires no programming knowledge or AI experience. The core information is provided through a conversation with Binom Tutor. Fully preparing the first Binom takes about 30 minutes when done in sequence.
What to prepare
Before you start, it’s useful to have: a link to the company website; a description of the business and technical support services; documents about devices and common malfunctions; a logo; brand colors; a list of employees who will need access; the ticketing system data that needs to be connected; sample photos of devices and typical faults for training the recognition module; a bank card to set up the subscription with the trial version.
You don’t have to prepare everything in advance. Any missing information can be added later through Binom Tutor.
Step 1. Register your company
Create a company account in Binom AI. After registration, the Binom Tutor window opens. Binom Tutor helps you create, train, and configure your synthetic employee through an ordinary conversation. → FAQ: Step 1 — how to register a company in Binom AI
Step 2. Set up a subscription or trial period
Activate access to create a Binom. Once activated, you can move on to selecting a role and training. → FAQ: Step 2 — how to set up a subscription or trial period
Step 3. Explain the task to Binom Tutor
Describe in plain language why the company needs Binom Technical Support: answering questions about how to use devices, helping with password recovery, advising on incidents and malfunctions, arranging technical support callouts, and working in multiple languages around the clock. → FAQ: Step 3 — how to explain the task to Binom Tutor
Step 4. Provide information about the company
Send Binom Tutor documents about devices, common malfunctions, access-recovery procedures, and escalation rules to a live specialist. → FAQ: Step 4 — what company information to send to Binom Tutor
Step 5. Choose a role
Choose a technical support role from those suggested by Binom Tutor, or from the Roles Board page. → FAQ: Step 5 — how to choose a role for Binom
Step 6. Check that Binom Tutor understood the company correctly
Binom Tutor will describe how it understood the company’s devices, common malfunctions, the technical support tasks, and the escalation rules. Review the description and make corrections if needed. → FAQ: Step 6 — how to check that Binom Tutor understood the company correctly
Step 7. Configure the widget’s appearance
Set the brand colors, logo, window appearance, greeting, and placement of the widget on the website. → FAQ: Step 7 — how to configure the widget’s appearance
Step 8. Connect the mobile app
Integrate the support widget directly into the company’s mobile app via the app’s SDK/API, so a customer can reach support directly from the app. After connecting, check: does the dialogue open from the app, does Binom respond, are voice messages available.
Step 9. Connect WebRTC for voice communication
Enable the WebRTC module for real-time voice communication on the website. Check: does Binom hear the customer, does it respond correctly, does it react properly to requests during the conversation. → FAQ: Step 9 — how to connect WebRTC
Step 10. Connect the phone line
Set up call routing so incoming calls reach Binom Technical Support. Check: does Binom answer the call, does it recognize speech, does it respond correctly by voice, does it hand off to a live specialist when needed.
Step 11. Install the widget on the website
Copy the short JavaScript code provided by the system and add it to the website’s code. Check: does the widget display, does the dialogue open, does the greeting work, does voice communication work. → FAQ: Step 11 — how to install the widget on the website
Step 12. Set up recognition of device and fault photos
Connect the image analysis module and train it on typical photos of the company’s devices and common faults. Check: is the device type correctly identified from the photo, is the fault type correctly identified, is the correct instruction or specialist callout being offered.
Step 13. Set up the personal data protection module
Enable encoding of personal data when it’s processed by the neural network (used, for example, during password recovery). Check that personal data is encoded before processing and never leaves the system in unencoded form.
Step 14. Connect the ticketing system
Connect the company’s ticketing system and define: which interactions create a ticket, what data is passed into it (dialogue history, problem type, customer contacts), how the customer’s previous requests are taken into account. After connecting, run a test conversation and check ticket creation and handoff.
Step 15. Add employees
Go to the Teams section, add employees by email, and assign each of them the necessary permissions. → FAQ: Step 15 — how to add employees through Teams
Step 16. Set up notifications
Configure sound and system notifications: for a new conversation, a new ticket, a complaint, or the need to bring in a specialist. → FAQ: Step 16 — how to set up notifications
Step 17. Run testing
Send test messages through the website, the app, the phone, and voice messages. Check: the accuracy of technical answers, password recovery with personal data protection working correctly, recognition of device and fault photos, ticket creation, and escalation to a live specialist.
Once checked, Binom Technical Support can go live. → FAQ: Step 17 — how to test before launch
Help from a specialist
If you have questions during setup, write to Binom Tutor in the chat: “I’d like to talk to a person.” During business hours, a live specialist will join the conversation and help you finish the setup.
