AI for customer service
Text and voice agents that resolve the routine queries and hand over to a person when needed.
Where the problem is
Volume grows, the team does not, and most queries repeat.
Where the problem is
Volume grows, the team does not, and most queries repeat.
- Answers vary depending on who picks up the ticket.
- Three systems have to be opened to answer one simple question.
- Call peaks turn into waiting times.
- Previous chatbots could only say they did not understand.
How I approach it
Agents connected to the real systems, with the judgement to pass a conversation to a person.
- Text agent on the website, WhatsApp or Teams.
- Voice agent able to take calls and manage appointments.
- Real-time lookups against CRM, ticketing and the knowledge base.
- Handover to a person with the full conversation context.
- Continuous evaluation against real conversations.
- A dashboard for resolution, handover and cost.
Three ways to see it working
Voice agent
Takes the call, identifies the customer, resolves or books, and leaves the summary in the CRM.
Document agent
Answers on coverage, deadlines or terms, citing the current document.
Call analysis
Classifies reasons, spots dissatisfaction and creates follow-up tasks.
From the first meeting to real use
In phases, with a decision at the end of each one. There is no need to commit to a year up front.
Phase 1
Analysis of query types and selection of what to cover.
Phase 2
Conversation design and connection to one data source.
Phase 3
Pilot with limited volume and human supervision.
Phase 4
Expanding cases, evaluation and cost control.
Indicators we agree on before starting
No invented percentages: the metrics are set at the start and measured with your own data.
Queries resolved without intervention
Across the covered types.
First response time
From hours to seconds on async channels.
Cost per conversation
Visible and adjustable from day one.
What it is built with
Other situations
Does this problem sound familiar?
Tell me how it shows up in your company and I will tell you whether it fits and where I would start.