Answers from approved information
It answers from your help pages and policies, plus a short document of answers for questions they do not cover. When something is not in them, it says so instead of guessing.
A customer service chatbot for the questions you answer every day.
A customer service chatbot on your website answers repeated questions from information you approve. When it does not know, it says so and passes the conversation to your team.
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The same questions fill the inbox.
In a shop it is "where is my order" and "how do returns work". For a property manager it is "who fixes the heating" and "when is rent due". Your team answers them by pasting the same replies, while a customer with a real problem waits further down the queue. Out of hours, nobody answers at all.
What it does.
Answers repeated questions and passes the rest to a person.
Order and request status
Where your software's API allows it, it looks up the status of an order or a repair request. It checks a reference number and an email address before it shares anything.
Hands over with the conversation
Complaints, refunds, damaged items and anything it cannot answer go to a person by email, or into your helpdesk where its API allows, with what was said so far. The customer is told what happens next.
Shows you what people ask
You can read every conversation. Questions it could not answer are marked, so you can add the missing answer where it belongs.
Your support inbox is the place to start.
Pick the questions your team answers most and the pages they copy the answers from. Tell us which cases must always reach a person, and which helpdesk you use, if any.
How we build it.
In this order, and nothing goes live before you have tried it.
Collect the questions customers repeat
We go through recent support emails and phone notes and list the questions that come up again and again, in the words customers use.
Fix the sources first
Some answers will be missing from your help pages or out of date. We point out the gaps and you approve the new wording. The chatbot answers from that.
Set the handover rules
We agree what always goes to a person, such as complaints and refunds, and how it reaches them: by email, or into your helpdesk where its API allows.
Test before launch and read after
We test it with your real questions and some awkward ones before launch. Afterwards you read the conversations and fix answers at their source. Support after launch is agreed at handover.
Where it fits.
What it looks like in a few kinds of business.
Online stores
Order, delivery and returns questions, answered from your store data.
Hotels and guesthouses
Guest questions before arrival, with booking enquiries sent to reception.
Property management companies
Repair requests logged and emergencies sent to the on-call line.
Travel agencies
Turns trip ideas into briefs your consultants can quote from.
Questions we hear.
What happens when it does not know the answer?
It says so and offers a person. It does not guess or invent a policy. You can read those conversations and add the missing answer.
Can it handle refunds or complaints?
It explains your refund policy as written. The refund itself, and every complaint, goes to a person with the conversation attached.
Will customers know it is a chatbot?
Yes. It introduces itself as an automated assistant, and a customer can ask for a person at any point.
Does it connect to our helpdesk?
Where your helpdesk's API allows it, handovers arrive as tickets with the conversation attached. Otherwise they go to your support inbox.
Can it answer in other languages?
Yes. It replies in the language the customer writes in, from the same approved information. We test the languages that matter to you before launch.
The services behind it.
Send us your most common questions.
Add the answers your team gives today, and we can show you how the chatbot would handle them. The consultation is free, over Google Meet, a voice call or text.