Platform
Chat as a Service
CAAS is how Seldon builds its chat products: the conversation logic, the customer journey, the data controls and the compliance posture. The messaging app is only where the conversation happens.
01What the engine does
A chat engine is judged by what happens to the job, not by how the replies sound. These are the five behaviours CAAS is built for.
- Built against dead ends. Every reply is meant to carry the next step.
- Responsive. It replies in the same chat, at any hour.
- Up to date. Prices and plans come from the supplier's own catalogue, not from a typed list; taxes and other rules come from dated tables that Seldon keeps.
- Picks up where it left off. Every step is saved, so after an interruption the next message continues from the last saved step.
- Works toward the finished job. QuiqSim ends with an eSIM ready to install; Cambialeón ends with your switch request checked with the supplier and taken on by our team.
02Two layers
CAAS is built in two layers, so the part that carries the business does not depend on the part that carries the messages.
The vertical core
A state machine, one message format for every channel, a capability matrix and a compliance lattice for each vertical. Each vertical's lattice is twelve to eighteen months of work and cannot be copied as adapter code alone.
The adapters
One adapter per messaging channel handles that platform's rules. WhatsApp is live today. Matrix, an open and federated protocol, is in validation as the first sovereignty-aligned channel. A second adapter is next on the engineering map.
Under both
The language model sits behind one interface for prompts and tools, so the provider can change without rewriting the engine. Seldon runs on EU-hosted infrastructure.
03Where Europe is
Customers in Spain, and a growing share across the EU, can be reached through messaging today, in regulated commercial contexts with their own obligations:
- Energy switching, within the data-protection officer scope of article 34 of the LOPDGDD and the obligations of Royal Decree 88/2026.
- Travel-insurance distribution, within the scope of the DGSFP and the IPID disclosure framework.
- Travel eSIM provisioning across multi-country plans.
- Flight compensation under Regulation 261/2004 and its enforcement regime.
These are not problems for a general assistant. They are vertical workflows, where the language model is incidental to the regulated commercial task.
04Where Seldon is
Two chat products are built this way today, both on WhatsApp: Cambialeón, which compares electricity and gas tariffs in Spain and prepares the switch, and QuiqSim, which sells and installs travel eSIMs. Both have served real customers.
The live products work within WhatsApp's business terms for purpose-driven verticals, where the model is ancillary to a regulated commercial task. Those terms were updated on 15 October 2025 and apply from 15 January 2026. Operating permission is jurisdiction-specific: the European Economic Area except Italy under those terms; Italy under the AGCM's interim measures of 24 December 2025; Brazil under the CADE's interim measure and the platform's confirmation of 6 March 2026.
WhatsApp business data is not used to train or fine-tune AI models.
05Disclosures
- Two chat products are live: Cambialeón and QuiqSim. KalimbaPOS, Seldon's point of sale, is in private beta and is not a chat product.
- Our hosting provider's certifications are its own. They are not a Seldon certification, not an ENS certification and not proof of sovereignty.
- Seldon holds no ENS certification. Spanish public-sector work requires it (Royal Decree 311/2022).
- WhatsApp's operator enforces its business terms at its sole discretion and can tighten the carve-out for purpose-driven verticals at any time.
- WhatsApp business data is not used to train or fine-tune AI models, wherever the customer is.
- An EU-headquartered model provider is a candidate, not a contract: its contracting entity, subprocessors, administrative access and deployment terms still need procurement-level checks.