Widge.ai — Frequently Asked Questions

Answers about Widge.ai pricing, accuracy, ERP integration, security, compliance, deployment channels, and support.

General / Product

How is Widge.ai different from ChatGPT or other AI chatbots?

Unlike general-purpose AI tools, Widge.ai is designed for manufacturing data and technical documentation. Widge has demonstrated approximately 96% answer accuracy across hundreds of human-reviewed questions spanning multiple customer environments. Its multi-contextual understanding supports complex manufacturing conversations using approved customer knowledge and connected systems.

What makes your AI more accurate for manufacturing?

Three key factors contribute to Widge's accuracy:

(1) Manufacturing-specific terminology and processes,

(2) Integration with technical documentation and product catalogs,

(3) A private, isolated knowledge base and configuration for each customer.

Together, these help Widge ground answers in approved customer information rather than general internet knowledge.

Can Widge.ai handle complex technical specifications?

Yes. Our AI understands technical drawings, specification sheets, compatibility matrices, and complex product relationships. It can answer questions about materials, dimensions, tolerances, and compatibility that would confuse generic AI systems.

How quickly can customers get accurate answers?

Widge retrieves technical answers from your approved documentation and connected systems in a single conversation, including complex multi-part questions.

Response time depends on the question, the information being retrieved, and the availability of connected systems. We do not publish a guaranteed response-time benchmark.

Can I ask Widge questions by voice instead of typing?

Yes. Widge supports voice input, so you can speak your question instead of typing it.

This is especially useful on the shop floor or in the warehouse, where your hands are busy or you're away from a desk. Ask about a part, an order, or a spec out loud and get the same accurate, cited answer.

Voice input works with the same data sources and accuracy as typed questions, so nothing changes about the answer you get — only how you ask.

Can Widge create and submit orders?

Yes. Widge can create draft orders from a conversation — for example, when a customer asks to reorder a part. Draft orders are held for human review, and Widge only submits the order to your ERP once someone on your team approves it.

This keeps your team in control of every order while Widge handles the data entry.

What ERP information can Widge look up for me?

Widge can look up order status, returns, shipments, product pricing, stock levels, and invoices in real time through your customer-authorized ERP API.

All of these are available within a few clicks of asking, with answers grounded in your live ERP data.

Does Widge work for distributors?

Yes. Distributors often represent many suppliers and OEMs, and their reps can't know every product range and specification the way each manufacturer does.

Widge brings manuals, spec sheets, catalogs, and other supplier documentation into one private, isolated knowledge base, so every rep can answer technical questions across the suppliers they carry, with source references.

Combined with live ERP data such as pricing, stock, and order status, Widge helps distributors act as knowledgeable technical reps for all their suppliers and end customers.

What can customers and teams do in Widge?

Widge helps users find the right product, check availability and pricing, compare products, build orders, and submit them after review and approval. Users can also track shipments, view and download invoices, view past orders, and initiate return requests.

The Widge agent can help with all of these tasks. It also supports voice input, keeps a chat history so users can return to past conversations, and makes it easy to get in touch with the support team. It can draft emails for customers, from quotes to follow-up questions about orders, and answer follow-up questions grounded in your manuals and documents—without a document-count limit. Conversation allowances depend on your plan.

Widge can review outstanding invoices, customer history, and previously reported disputes to prepare follow-ups under your company's collections procedure. It can also capture customer needs, application constraints, and past issues in structured records and written notes to support future follow-up, account planning, and product recommendations. Widge flags missing information, escalates exceptions, and logs agent activity for review; order submission requires human confirmation.

Pricing & Commercial

How is Widge priced?

Widge offers a 14-day free trial at $0. The Professional plan is $20 per user per month, with no long-term commitment for standard subscriptions. Customers can discontinue service with 30 days' notice.

For example, a 10-person team on the Professional plan costs $200 per month.

Enterprise and Custom pricing is available through Contact Sales. Pricing and contract terms for these deployments depend on the agreed capabilities, integrations, deployment scope, and support requirements. Any contract length, renewal, or termination terms are defined before deployment begins.

Is there a free trial or pilot period?

Yes. Widge offers a 14-day free trial so manufacturers can evaluate the platform with their own product documentation, technical knowledge, and real-world use cases.

During the trial, customers can see how Widge handles technical questions across documents such as product manuals, spec sheets, schematics, tables, procedures, and other internal knowledge. The goal is to let teams evaluate the quality and accuracy of Widge using the kinds of questions their sales, support, and customer service teams answer every day.

For customers that want to evaluate more advanced capabilities—such as ERP integration, purchase order automation, custom workflows, or broader multi-team deployments—Widge can also support a more structured pilot or proof-of-value engagement.

What Widge pricing plans are available, and what's included in each?

Widge offers plans ranging from a free 14-day trial to custom enterprise deployments for manufacturers with more advanced requirements. Every plan includes a private, isolated knowledge base and configuration based on that customer's own data and documentation.

The 14-Day Free Trial is $0 and includes up to 100 conversations per month, limited knowledge base ingestion, and chat-based self-service. The Professional plan is $20 per user per month and is designed for teams getting started with AI-powered support. It includes up to 1,000 conversations per month, full knowledge base ingestion, and chat-based self-service.

Enterprise pricing is available through Contact Sales. The Enterprise plan is designed for manufacturers that want to connect Widge across their business. It includes up to 10,000 conversations per month, multi-source context across documents, ERP, and CRM, distributor network enablement, and analytics and reporting.

Custom pricing is also available through Contact Sales. Custom plans include everything in Enterprise, with options for unlimited conversations, custom AI workflows and configuration, on-premise deployment, and 24/7 dedicated support.

Does Widge require a long-term contract, and can I cancel?

Widge does not require a long-term commitment for standard subscriptions. Customers can discontinue service with 30 days' notice.

Enterprise and Custom deployments may have separate contract terms depending on the scope of the implementation, integrations, custom development, and support requirements. Any contract length, renewal, or termination terms are clearly defined before the deployment begins.

For manufacturers that want to evaluate Widge before committing to a paid deployment, Widge also offers a 14-day free trial.

Accuracy, Trust & Escalation

How accurate are Widge's AI responses?

Widge has demonstrated approximately 96% answer accuracy across hundreds of human-reviewed questions spanning multiple customer environments. This performance is based on a combination of internal document validation and real-world customer testing, with answers reviewed by people rather than relying solely on automated AI evaluation.

Widge's accuracy is driven in part by how it processes complex manufacturing information, including technical manuals, specifications, tables, schematics, drawings, and other product documentation, before that information is made available to its AI agents.

Widge also provides source citations with its answers, allowing users to verify where information came from rather than simply trusting an AI-generated response.

What happens when Widge doesn't know something or gives a wrong or outdated answer?

Widge is designed to say when it doesn't know rather than guess. When it cannot confidently answer a question using the organization's approved knowledge, it tells the user that the information isn't available and escalates the conversation to a human on your team.

If an answer appears wrong or outdated, its source citations and document traceability let users verify the response against the original material. Widge uses document metadata and revision information to prioritize the most current approved version when multiple versions are available.

Can customers/users tell they're talking to an AI, or is it disclosed?

Yes. Widge is always clearly identified as an AI assistant. Customers can customize or white-label the Widge experience, including giving the assistant a company-specific name, branding, or persona. However, Widge continues to disclose that the user is interacting with an AI assistant.

This transparency applies whether Widge is being used by internal employees, distributors, customers, or other external users. Widge believes users should understand when they are interacting with AI, even when the experience is customized for a particular organization.

When does Widge hand off to a human, and how smooth is that handoff?

Widge can automatically escalate a conversation to a human when the user's intent indicates that human assistance is appropriate. Customers can configure their own escalation rules based on their business processes and the types of requests they want handled by employees.

When a conversation is escalated, Widge sends the appropriate person or team an email containing the relevant conversation history and context, so the user does not have to start over or repeat their question. Widge also keeps humans in control of high-impact actions. For example, workflows such as submitting an order require human confirmation before the transaction is completed.

This combines AI automation with human oversight so routine requests can be handled quickly while important decisions and transactions remain under human control.

Is there an audit trail or log of AI responses for quality review?

Yes. Widge maintains a detailed audit trail of AI conversations and actions for quality assurance, governance, and compliance. Widge stores conversations along with the AI's responses, sources and citations, tool calls, agent actions, and user feedback.

This creates a traceable record of what the AI said, what information it relied on, and what actions it performed. Authorized customer administrators can review conversation history directly within Widge to monitor answer quality, investigate individual interactions, and understand how the AI is being used across their organization.

Conversation history is retained according to Widge's standard retention policy.

Integration Depth

Which ERP systems does Widge support?

Widge currently provides native support for ERPNext, Sage, and Infor CloudSuite. Widge can also integrate with other ERP systems, including both cloud and on-premise environments, as long as the system provides a documented method for integration.

For ERP platforms outside Widge's native connector set, Widge can build and manage a custom connector as part of an Enterprise or Custom deployment. This allows manufacturers to connect Widge to both modern cloud ERPs and older legacy systems without replacing their existing ERP.

Can Widge integrate with ERP systems that are not natively supported?

Yes. Widge can integrate with ERP systems outside its pre-built connector set, including legacy and on-premise systems. Widge typically builds and manages the connection to the customer's ERP rather than requiring the customer to build an integration into Widge.

The platform supports REST APIs, SOAP APIs, webhooks, and other integration approaches commonly found in manufacturing ERP environments. Widge also has an OpenAPI-based backend for integration and extensibility.

Custom ERP integrations are included with Enterprise and Custom deployments.

How does Widge handle real-time inventory and pricing data?

Widge separates relatively static product knowledge from real-time transactional data. Technical documentation, product catalogs, manuals, specifications, schematics, tables, and other reference materials are processed and stored in Widge's knowledge base.

Dynamic information such as inventory, availability, customer-specific pricing, distributor pricing, contract pricing, and order status is retrieved in real time through the customer's authorized ERP API. Widge does not access customer databases directly. Widge does not rely on cached ERP data for these real-time questions. Each transaction-specific request is checked against the source system when the user asks.

Widge can also combine the two types of information in a single response. For example, a user could ask whether a specific product meets a technical requirement and, in the same conversation, ask for their current price and availability.

If the ERP is unavailable, Widge will tell the user that it cannot verify the current information rather than presenting potentially outdated data as current.

Implementation & Onboarding

How long does Widge implementation take?

Most Widge customers can be fully set up and ready to use within 48 hours. Standard Widge setup typically takes less than an hour once we have the required information and documents. The remaining implementation time is used to ingest and process your knowledge, configure your environment, test common questions and workflows, and make sure everything is ready for your team.

Enterprise deployments with ERP or CRM integrations can also move quickly. In most cases, customers simply provide the necessary API access and Widge handles the integration work.

On-premise deployments may take longer because they can require additional coordination with your IT team around infrastructure, security, networking, and deployment requirements.

What information does Widge need from us to get started?

Getting started with Widge is simple. Most customers begin by providing the product and company information they already use today. This can include product catalogs, technical manuals, spec sheets, data sheets, schematics, drawings, tables, FAQs, training materials, internal procedures, handwritten notes, spreadsheets, and other documents containing important product or company knowledge.

For Enterprise deployments, Widge may also connect to your ERP, CRM, PIM, or other business systems. In most cases, all we need from your team is the appropriate API access and credentials. Widge handles the integration and configuration.

You do not need to clean, restructure, or manually organize all of your information before getting started. Widge is designed to work with the complex and sometimes unstructured information manufacturers already have.

Do we need IT or technical resources to implement Widge?

No. Most Widge implementations do not require dedicated IT or technical resources from the customer. For a standard deployment, your team simply provides the documentation and knowledge you want Widge to use. Widge handles the setup, configuration, knowledge ingestion, testing, and onboarding.

For Enterprise deployments that connect to an ERP, CRM, or other business system, your team typically only needs to provide the required API access. Widge handles the integration work.

The main exception is an on-premise deployment, where your IT team may need to assist with infrastructure, networking, security requirements, and deployment access.

What does Widge onboarding and support look like?

Widge provides hands-on onboarding and support as part of your subscription. During onboarding, the Widge team works with you to understand your products, terminology, users, workflows, and business requirements.

We configure your Widge environment, ingest and process your knowledge, establish organizational context and AI guardrails, test common questions and workflows, and prepare your team for launch. Most customers can be live within 48 hours.

For Enterprise customers, Widge also handles agreed-upon ERP, CRM, or other system integrations as part of the implementation. Customers generally only need to provide the required API access. On-premise deployments may require additional collaboration with the customer's IT team.

After launch, Widge continues to support your team as your products, documentation, processes, and use cases evolve.

Data Privacy and Security

How do you protect our sensitive manufacturing data?

Customer data is encrypted both in transit and at rest. Customer data and knowledge are logically isolated between Widge customer environments, with access controls to prevent cross-customer access.

Where is our data stored and who has access?

Your data is stored in a secure cloud environment hosted in the United States. Only authenticated team members from your organization have access. Our engineering team requires explicit permission and audit trails for any data access.

Can we deploy Widge.ai on-premises?

Yes, for enterprise customers we offer on-premises deployment options. This keeps all your data within your infrastructure while still providing the full Widge.ai experience. Contact us to discuss your specific requirements.

What happens to our data if we stop using Widge.ai?

You maintain full ownership of your data. Upon contract termination, we provide complete data export in standard formats and permanently delete all data from our systems within 30 days, with certified proof of deletion.

How does Widge protect credentials?

Credentials are protected with managed secret storage and encryption at rest.

Does Widge's memory stay private?

When memory is enabled, Widge can remember preferences and relevant details across conversations. Memory stays with your account and is not shared with other users.

Compliance & Certifications

What security standards does Widge follow? Is Widge SOC 2, ISO 27001, or CMMC compliant?

Widge has completed a CMMC Level 1 self-assessment and implemented the necessary changes to meet CMMC Level 1 requirements.

Widge is not currently SOC 2 or ISO 27001 certified. However, the platform operates using SOC 2-aligned security controls and maintains formal security policies covering areas such as access control, incident response, vendor management, backups, change management, employee security, and data protection.

Widge continues to align its security program with recognized enterprise and U.S. Department of Defense cybersecurity standards as the platform and customer base grow.

How does Widge protect customer data?

Widge uses multiple layers of security to protect customer information. Customer data is encrypted both in transit and at rest. Credentials and integration secrets are stored securely and separately from customer knowledge, and access to external business systems is limited to the specific API permissions provided by the customer.

Widge does not require unrestricted administrative access to a customer's ERP. Integrations operate through the permissions and interfaces authorized by the customer.

Widge also maintains access controls, activity logging, and audit capabilities to help protect sensitive product, customer, and business information.

Is each customer's data isolated from other Widge customers?

Yes. Customer data and knowledge are logically isolated between Widge customer environments. Each customer's documents, vector data, business context, permissions, and connected-system information are maintained within that customer's environment. One customer's Widge instance cannot retrieve another customer's information.

Does Widge support GDPR requirements?

Widge supports important GDPR data-protection requirements, including customer Data Processing Agreements and the ability to respond to data access and deletion requests. Widge currently hosts customer data in the United States and maintains a list of subprocessors used to provide the service.

Organizations with specific EU data residency, international data transfer, or regulatory requirements should discuss those requirements with Widge as part of their security and procurement review.

Does Widge support role-based access controls?

Yes. Widge supports role-based access controls that allow organizations to control what different users can see and do. Widge supports roles for Global Administrators, Administrators, internal users, distributors, and customers.

Permissions can be configured based on business unit, knowledge source, workflow, tool, and data type. Access to sensitive information such as ERP data, customer-specific pricing, internal procedures, and proprietary company knowledge can be restricted to authorized users.

User access and permission changes are also logged, providing an audit trail for security, governance, and administrative review.

Does Widge use customer data to train AI models?

No shared training. Widge does not use one customer's data to train shared AI models, improve another customer's Widge environment, or train models for Widge's own purposes.

Each customer has a private, isolated knowledge base and configuration based on that customer's approved information.

AI Training and Learning

How do you train the AI on our specific products?

Widge uses a multi-step onboarding process:

(1) Ingest your product catalogs, manuals, and documentation,

(2) Configure your specific terminology, processes, and guardrails,

(3) Test with sample customer conversations,

(4) Iteratively refine based on your feedback.

Most customers can be fully set up and ready to use within 48 hours.

How do you handle product updates and changes?

We provide easy-to-use tools for updating the AI's knowledge base when you launch new products or update specifications. Changes can be deployed within hours, ensuring your AI always has the latest information.

Scale & Performance

How well does Widge scale for large product catalogs and technical libraries?

Widge is designed to scale with large and complex manufacturing product catalogs without imposing a practical SKU or document limit. Its retrieval architecture and vector database are built to handle large volumes of technical information.

Widge has already processed customer environments containing more than 7,000 large, multi-page technical PDFs, and we have not encountered a practical catalog-size limitation. Catalog size does not change Widge pricing and does not materially affect standard implementation timelines.

Will Widge remain accurate as our product catalog grows?

Yes. Widge is designed to maintain accuracy and response performance as knowledge bases grow, and we have not observed accuracy degradation simply because a customer has more products or documents.

Widge does not search an entire knowledge base indiscriminately. It uses product structure, metadata, document type, revision information, account context, and other signals to narrow the search space before its AI agents reason over the information. This allows Widge to work effectively across large product catalogs while continuing to return highly relevant technical information.

How does Widge handle complex technical documents like tables, schematics, and drawings?

Widge is specifically designed to process the complex technical documentation commonly used by industrial manufacturers. Tables, schematics, drawings, charts, and other structured or visual content are processed differently from ordinary text before being added to the Widge knowledge base.

This preprocessing preserves important relationships and technical details that can otherwise be lost by traditional document-ingestion and RAG systems. This capability is a core part of Widge's technology and helps its AI agents accurately reason over technical product information rather than simply search for matching text.

Can Widge support multiple brands, product lines, or business units?

Yes. A single Widge customer environment can support multiple brands, product lines, divisions, or business units. Each business unit can maintain its own knowledge, organizational instructions, users, permissions, workflows, and business context.

Information can also be shared across business units where appropriate while keeping other content isolated. This allows larger manufacturers to use one Widge platform while preserving the different products, processes, terminology, and access requirements of individual brands or divisions.

Does Widge support multiple languages?

Yes. Widge supports multilingual conversations for global manufacturers, distributors, employees, and customers. Users can ask questions in their preferred language even when the underlying documentation is written in another language.

Widge interprets the source material and responds directly in the user's language, without requiring the manufacturer to maintain separate translated copies of the same technical documentation. Different users in the same Widge environment can interact in different languages at the same time. Multilingual capabilities apply to both knowledge-base questions and ERP-connected information.

Widge's multilingual capabilities currently apply to the conversational experience; the surrounding application interface is not yet fully localized into multiple languages.

Does a larger product catalog make Widge slower or more expensive?

No. Widge is designed so that larger catalogs do not require a different pricing model or materially change normal implementation timelines. Its retrieval architecture narrows large knowledge bases to the information most relevant to each question before the AI reasons over it. This helps response performance remain consistent even as customers add more products, documents, and technical knowledge.

Channels & Deployment

Where can users access Widge?

Widge can be accessed through a dedicated web application, embedded into an existing website or customer portal, or used through email-based workflows. The same Widge environment can support multiple channels, allowing manufacturers to give employees, distributors, and customers access to Widge in the places that make the most sense for their business.

For example, an internal sales team might use the dedicated Widge application while customers interact with Widge through a company website or distributor portal.

Can Widge be embedded into our website or customer portal?

Yes. Widge can be embedded directly into a manufacturer's website, customer portal, or distributor portal. This allows customers and distributors to access Widge's product knowledge, technical support, and approved business information without leaving the manufacturer's existing digital experience.

The embedded experience can be customized to match the manufacturer's branding and configured with the appropriate knowledge, permissions, and capabilities for that audience.

Can Widge be used internally by employees and externally by customers?

Yes. Widge can support separate experiences for internal employees, distributors, and customers.

Internal teams such as sales, customer service, and technical support can be given access to internal knowledge, procedures, ERP information, customer-specific pricing, and other sensitive business data. External customers can be limited to approved customer-facing information, while distributors can have their own experience with the knowledge, pricing, account information, and tools appropriate to their relationship with the manufacturer.

Widge typically provides separate interfaces for these different audiences so each group receives the right information and capabilities without exposing content they should not see.

Can customers interact with Widge by email?

Yes. Widge can support email-based interactions in addition to its conversational web experience. This allows customers to send questions or requests through familiar email workflows while Widge uses the manufacturer's knowledge and connected business systems to help process the request.

Email can also be used as part of Widge's human escalation workflows, allowing the appropriate employee to receive the conversation and relevant context when human assistance is needed.

Does Widge work on phones and tablets?

Yes. Widge works in modern web browsers across desktop computers, phones, and tablets. The mobile experience provides the same conversational AI, knowledge-base access, and ERP-connected capabilities available on desktop, with no separate reduced mobile feature set.

This allows sales representatives, technicians, distributors, and customers to access Widge wherever they are without requiring a desktop computer.

Sales & Support Teams

Will Widge replace our sales or support team?

No. Widge is designed to augment sales, customer service, support, and operations teams rather than replace them.

Widge takes repetitive and time-consuming work off employees' plates, including answering technical product questions, searching documentation, identifying products, checking pricing and inventory, looking up order status, drafting responses, processing purchase orders, and capturing or entering information into ERP and CRM systems. For low-risk interactions, such as responding to routine order-status requests, Widge can also communicate directly with customers when configured to do so. Higher-impact actions can remain subject to human review and approval.

The goal is to help existing teams respond faster, handle more customers, and spend more of their time on higher-value work without requiring headcount to grow at the same rate as customer demand.

How do sales and support reps use Widge day to day?

Most employees interact with Widge through a conversational chat interface and simply ask questions or request actions the way they would with a knowledgeable coworker.

Common workflows include answering difficult technical product questions, identifying the right product for an application, finding documentation, checking real-time pricing and inventory, reviewing order status, drafting customer responses, processing purchase orders, and capturing information in ERP or CRM systems.

Widge maintains conversational context, so users can ask natural follow-up questions without repeatedly explaining the same customer, product, or problem. Widge can also take actions through connected business systems rather than simply returning information, helping employees complete work without constantly switching between applications.

Do employees need to learn how to prompt AI to use Widge?

No. Widge is an intuitive AI agent designed so users do not need AI expertise or specialized prompting skills. Employees can ask questions in normal language, much like they would ask an experienced coworker.

Widge uses the conversation, company knowledge, account context, and connected business systems to understand what the user is trying to accomplish. This makes Widge easier to introduce across sales, customer service, support, and operations teams without requiring employees to learn a new technical skill or prompting methodology.

Can Widge recommend products, alternatives, and cross-sell opportunities?

Yes. Widge can help sales and support teams identify best-fit products, substitutes, alternatives, accessories, and complementary products based on the customer's requirements.

Widge can compare products using technical specifications and application requirements while also incorporating live ERP information such as inventory, availability, and customer-specific pricing. For example, if a requested product is unavailable or discontinued, Widge can help identify appropriate alternatives that meet the customer's technical requirements and are currently available.

Recommendations can also take customer and account context into consideration and can be constrained by company-defined rules and approved product relationships.

How can we measure the ROI of Widge?

Widge ROI can be measured using many of the same operational metrics manufacturers already use to manage their sales, support, customer service, and order-processing teams.

Depending on the deployment, customers can evaluate improvements in areas such as customer response time, engineering escalations, support workload, sales-rep capacity, quote turnaround time, manual ERP and CRM data entry, purchase-order processing time, order-entry errors, and overall customer responsiveness. For example, reducing the time employees spend searching through technical documentation or waiting for engineering assistance allows the same team to handle more customer requests.

Automating purchase-order processing and ERP data entry can similarly reduce administrative workload and errors. Widge does not currently publish a standardized ROI or payback claim because every manufacturer's workflows and economics are different. Instead, Widge can be evaluated against the operational KPIs the manufacturer already uses to measure its business.