The same question, every day
Opening hours, shipping, and product specifications take most of the conversations.
Related note How to build an AI customer service bot
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Incoming messages can be preparedSending stays with the agent
An assistant for customer service and sales: classify, search, draft a reply, and, where it is useful, a transcript of a call.
Book a free consultationWhy the front line is slow
Repeated messages use up the time agents need for judgment
Hours, shipping, and specifications repeat every day. Price, refunds, and complaints are what actually need a judgment.
Several channels, and the record is split
Email, WhatsApp, and the website form each keep their own history. The next person cannot see what was already said.
New staff hesitate to reply
Not because they do not know the product, but because a wrong reply is hard to take back.
Channels, approved wording, and when to hand off are in the scope
Which channels may be drafted, which approved material is used, and when the message must go to an agent are written down before work starts.
Every sentence a customer hears stands for the company. An assistant can speed up the preparation. It cannot promise a price, a delivery date, or a refund on its own.
Email, WhatsApp, and the website into one desk
A draft marked unsent, until an agent decides to send it
Classify and draft. A person sends.
A draft and “not sent” have to stay distinct. The customer does not receive the model’s sentence directly.
Incoming messages are classified by channel and intent
A question, after-sales, or a complaint — then a decision on whether a draft is appropriate.
Drafts come from approved material
Only material the company has approved. Not a search of the public web.
A summary goes to the next person
The handoff includes what was already said, so the customer does not repeat it.
Call transcripts are optional
A transcript is for the agent to edit. It does not become the public record of the call on its own.
Channels and approved material come first
An assistant with no approved wording should not be connected to a channel a customer can see.
Channels and permission
Which channels may be drafted, and which may only be handed to a person.
Approved wording
The assistant uses material that has already been reviewed.
The agent’s desk
The agent can edit, send, or escalate. They are not required to accept the draft.
Review
Price, refunds, and complaints are not answered by the model
Price, contracts, a complaint that needs to be escalated, and any legal promise are sent by a person. A call transcript can be edited before it is used.
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Related work
Internal knowledge base and assistant
Policies and files scattered across shared drives and chat, turned into answers a colleague can search — and a person still reviews.
Workflow agents
Repeated steps turned into an agent that can run, pause, and be traced. A person still approves the points that matter.
Document processing and data capture
Agreed fields pulled from scans and PDFs. Exceptions go to a queue for a person to correct.
Analysis and decision dashboards
Sources, rules, and the questions still to answer, on one board, so the figures you already have can be read together.
Custom software, websites, and applications
A workbench people actually open, built on top of the systems already in place.
Market and competitor research
Faster collection and sorting of public material. A conclusion counts only after a researcher has read it.
Multilingual content and localisation
Source, glossary, translation, and a local edit, on one repeatable line.
Marketing analysis and creative revision
Last round’s creative and where it went, arranged so the next round’s headlines, outlines, and landing pages can be rewritten.
Cross-border operations
Repeated order, document, and reconciliation steps across two places, joined into a flow that can pause for review.
Assessment, prototypes, and integration
Assess the current work, test it on a small sample, and only then connect it to the systems you already use.
Talk about the work first
Start with the step that is stuck
The consultation is free. Describe the problem, and we will reply and confirm the scope with you.