We can tell you exactly where a conversation is answered.
Merrows runs its own AI model on its own servers. If that server is ever unreachable, a hosted provider takes over as a fallback, so your customers always get an answer.
What happens to a sentence a customer types.
Three steps, all on servers we run, with a backup route for outages.
A customer says something
On the phone, in web chat, by SMS or by email. It reaches our servers over an encrypted connection.
It lands on our servers
The databases, the message queue and the file storage all run inside our own cluster. The transcript is written there and nowhere else.
Our own AI answers it
An AI model we host on servers we run, reached over a connection that checks both ends. This is the default on every account, with no tier to buy.
Backup: if our server is unreachable
If our own server is unreachable, step three falls back to a hosted provider, so your customer still gets an answer. The backup is set for the whole system and is never chosen per conversation.
The protections behind every conversation.
We run our own AI model.
Our AI model runs on our own servers, so your customers' conversations are answered on hardware we operate. Hosted providers handle speech on calls, text and email delivery, translation, and the fallback when our own model cannot answer. The full subprocessor list is available under NDA on request.
Your data lives on our servers.
Your conversations are never mixed with another business's. Transcripts are stored on our servers, backups are encrypted and kept on storage we own, and personal details are removed from analytics events before they are written.
Secure sign-in for your team.
Your team signs in with session tokens that rotate on every refresh and are never exposed to scripts running in the browser.
Access, audit and incidents, described in detail.
Each business controls who on its team can see and change what. Sensitive actions are logged, data is encrypted in transit and at rest, and there is a written plan for incidents. We can walk through any of it against your questionnaire, at whatever level of detail your security team wants.
Send it our way and we will answer.
Send us your security questionnaire, ask for our DPA or the subprocessor list under NDA, or set up a call with your compliance team. We will walk through every detail.