AI customer response & intelligence

Answer every customer.
Learn from every conversation.

OpenDots replies to your customers on reviews, social and email in your brand's voice, resolves what it can, and turns every conversation into insight your teams can act on.

  • Google Play
  • App Store
  • Google Business Profile
  • Instagram
  • X
  • Email
Trusted by
  • Rebel Foods
  • Ownly
  • Cashify
  • Multipl
opendots.ai

Why it matters

Your customers are telling you everything.
Are you answering, and are you listening?

89%

Every reply is public.

89% of consumers read businesses' replies to reviews. The next customer sees how you treated the last one.

BrightLocal, Local Consumer Review Survey, 2018

Templates show.

The same apology for every complaint tells customers nobody read theirs.

The insight gets lost.

Thousands of reviews, comments and emails every month, and nobody counts what they say. Product, ops and marketing never hear it.

Most teams either answer customers or analyse their feedback. OpenDots does both.

What OpenDots does

One platform that answers every customer and learns from every conversation.

01

Respond & resolve

On-brand replies within minutes, on every channel. Claire, the AI inside OpenDots, resolves requests end to end with your knowledge, rules and systems, and hands the rest to your team.

  • Your brand voice, taglines and rules
  • 30+ languages, detected automatically
  • Approve first, or let it run

02

Learn

Every conversation read, sorted and counted: recurring issues, trends and KPIs, each one traceable to the original message.

  • Categories → Themes → Feedback points
  • Trends, alerts and instant search
  • One shared view for every team

Running today

100k+reviews answered
every month
30+languages,
Hinglish included
< 9 minaverage response time,
24/7

See the difference

Not a template. A reply to what the customer actually said.

K
Kratika S•••••
17 Jan 2026

i order buy 1 get 1 free offer and i recieved only buy order not free order and i am so disappointed by this.....but food is good

What OpenDots understood

Sentiment
Mixed
Unhappy about
Buy 1 Get 1 offer not applied
Happy about
The food

Typical template reply

Hi There, That is certainly not the experience we intend for our customers and we do apologize for any inconvenience. Kindly share your contact number at support@•••••.com so that we can fix this for you.

GenericNo fixIgnores what she liked

OpenDots reply

Hi Kratika, we're glad you enjoyed the food, though we're sorry the offer experience was disappointing. For Buy 1 Get 1 offers, both items need to be added to the cart so one is discounted automatically. If this still doesn't work, please write to support@•••••.com with your order details and we'll look into it.

Acknowledges the good Owns the problem Gives the fix Clear next step

A real Google Play review and the OpenDots reply, for a food-delivery app. Names masked.

Every tone, every language, your rules

Sounds like your best agent on their best day.

Replies in Hinglish

Akash B•••

Bhai jab tum mere ghar 400m dur aa sakta ho lekin mere ghar taraf nahi this is useless!

OpenDots

Hi Akash, hum samajh sakte hain ki yeh kitna frustrating hai jab delivery aapke ghar tak nahi pahunchti. Hum apna kaam ache se karna chahte hain rather than late deliveries se disappoint karna. Aapka area jald hi hamare serviceable list mein hoga, but hum sahi tarike se expand karna chahte hain.

30+ languages, detected automatically

Follows your rules

R•••• X

Horrible, ordered vegetarian items from this app. they sent the boxes with non veg tape. no one in family touches non veg items. horrible horrible experience

Your ruleVeg / non-veg mix-up → offer a full refund and alert the support team

OpenDots

Hi, we are extremely sorry for this serious mistake with your vegetarian order. We completely understand how distressing this must be for your family. Please write to •••••@•••••.com with your order ID, and we will provide you with a full refund immediately.

Your policies, applied every time

Fits the mood

Anand S•••

small package big explosion 👍👍👍

OpenDots

Anand, that's what we call maximum impact! 😄 Small packages, big flavors - sounds like you discovered the secret to great food delivery! Thanks for the explosive review! 👍

Bhoomika M••• wrote “nice”

Hi Bhoomika, thank you for your positive feedback! 😊 … Would you consider updating your rating to 5 stars?

Six tones, and a nudge for the fifth star

Meet Claire, the resolution engine inside OpenDots

Claire learns how your team resolves requests, then resolves them the same way.

Learning mode

  1. 1LearnReads your last 30 days of conversations
  2. 2DraftProposes a playbook for each recurring request
  3. 3AlignConnects it to your knowledge, rules and systems
  4. 4ApproveYour team reviews it and signs off

First playbook drafts within 48 hours. New patterns surface every month for you to approve.

Live mode

Every message Filter noise Route OpenDots playbooks Your business playbooks Your team, when a human is needed

Useful from day one with OpenDots' ready playbooks. Yours join as you approve them.

Example playbook · Automated

Refund not received

Approved
  1. Find the customer's orderOrders
  2. Check the refund statusPayments
  3. If refunded, share the date and reference
  4. If not, raise the refund and give a dateRefunds

Goes to your team when the refund is above ₹2,000 or the customer has asked twice

Runs on

Instagram DMs

X

Email

A playbook is the steps, decisions, data and actions for one type of request.

You stay in control

Claire works only within the boundaries you set.

Autonomy, set scenario by scenario

Human onlyAssistedAutomated Where is my refund? Coupon or offer question Wrong or missing item Food safety complaint

Human only: your team writes the reply. Assisted: Claire drafts, your team sends. Automated: Claire handles it end to end. Claire gets more authority only when you approve it.

Always human

Legal threats, regulators, media, trending threads, abuse, VIP accounts, and anything Claire is unsure about.

Nothing invented

Only information retrieved from your systems for that specific message can appear in a reply.

Everything logged

Every message, lookup, decision and send is recorded. You see the full trail; nobody can alter it.

Autonomy is granted scenario by scenario. It is never assumed.

Learn from every conversation

Every review read. Every pattern counted.

479K reviews processed from 320 locations

27 categories196 themes1.7K feedback points

Top positive themes

  • High-quality food55,823
  • Helpful customer support41,157
  • Fast, reliable delivery26,210
  • Fast issue resolution14,136
  • Wide variety of offers14,017

Top negative themes

  • Slow delivery times57,285
  • Poor customer service47,763
  • Poor overall food quality33,164
  • Offers not fully applied25,171
  • Incorrect items delivered18,702

What changed, February → March 2026

  • Praise for helpful customer support+85.5%
  • Complaints about app glitches−83.3%
  • Complaints about orders not delivered+78.6%
  • Complaints about slow delivery+28.8%

Illustrative numbers, based on real scenarios.

Answers for every team

Ask about anything. See the numbers, and the reviews behind them.

payment

7,482 reviews mention payment · 15 Sep to 14 Oct 2026

Star rating

  • 5★17%
  • 4★6%
  • 3★6%
  • 2★7%
  • 1★64%

Sentiment

68% negative9% mixed23% positive

Top feedback points

  • Money deducted, but payment failed2,318
  • UPI payment stuck in processing1,406
  • Refund for failed payment is slow1,127
  • Payments are quick and smooth964
  • Card declined despite enough balance612
  • Cashback not credited after paying437

Every number opens the reviews behind it

Across all your stores

  • Which stores need attention first?
  • What's chain-wide, and what's local to one city or outlet?
  • Are replies consistent across every location?

Across your apps and channels

  • What changed after the last release or campaign?
  • Where does the journey break: ordering, payment, delivery or refunds?
  • What's pushing customers away, and how do we compare with competitors?

Illustrative numbers, based on real scenarios.

Getting started

Ten minutes of your time. We handle the rest.

  1. 1

    Connect your channels 5–10 minutes of your time

    Google Play, App Store, Google Business Profile, Instagram, X and email.

  2. 2

    We set up your voice and rules

    With your team: tone, taglines, what to say in each situation, and what always goes to a person.

  3. 3

    Claire learns your history

    Your last 30 days of conversations become draft playbooks within 48 hours.

  4. 4

    Approve, then automate

    Start with approvals, then hand over scenario by scenario as trust builds.

Your first month is free. Our team sets OpenDots up alongside yours, so you see it working on your own customers before you pay anything.

Live now

  • Google Play
  • App Store
  • Google Business Profile
  • Instagram
  • X
  • Email

Coming soon

  • Facebook
  • LinkedIn
  • WhatsApp
  • Website and in-app chat

Don't take our word for it. Take your customers'.

See OpenDots on your own reviews.

  • First month free
  • Setup done with you
  • 10 minutes of your time

Leave your details. We'll show you what your customers are saying.

or write to hello@opendots.ai

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