An agent recognises recurring enquiries, looks up the answer in your systems and replies in your tone. Complaints and special cases go straight to your team, with a draft ready.
This work comes back every week, and nobody was hired for any of it.
- 01
Sorting
Every email is read, categorised and forwarded to the right person.
- 02
Looking up
For a simple status question, the ERP, the shipping portal and the email thread all get opened.
- 03
Repeating
The same questions are answered every day, in slightly different words.
- 04
Capturing
Complaints arrive incomplete and take several rounds of questions.
Your team talks to customers again instead of looking up order numbers.
Each of them can be started on its own. Critical steps go to a person for approval.
- 01
Sorting the inbox
Every email gets a topic, customer, urgency and the person responsible.
- 02
Resolving status enquiries
Order and delivery status are looked up in your systems and answered directly.
- 03
Draft replies
For everything a person should decide, a draft in your tone is ready.
- 04
Logging complaints
Missing details such as order number or photos are requested, and the case is set up properly.
- 05
Suggesting call-backs
With upset customers, the agent suggests a call-back instead of sending an email.
This is how an agent works on a typical case. An example of the approach, not a reference.
Input
A customer asks about the status of her order
Result
Answered, or forwarded with a draft
- 1
Recognise
Topic, customer and case are recognised, even without an order number.
- 2
Look up
Status is retrieved from the ERP and the shipping provider.
- 3
Reply
Reply in your tone, with tracking link and next step.
EscalateHuman decides
Complaints or special cases go straight to your team.
Typical systems in this area. We check others in the initial call.
- Outlook
- Gmail
- Shopify
- WooCommerce
- Microsoft Teams
- Slack
Starter
One core process, properly automated
A customer service inbox connected to one system, such as your shop or your ERP, is a clearly defined core process.
If several channels and systems come together, the Scale package fits.
- One central process, such as incoming invoices or enquiries
- Connection to one existing system
- Maintenance, fine-tuning and server costs included
Will customers notice that an AI is replying?
Replies are written in your tone and from your templates. Whether and how you label the use of AI we decide together, also with a view to the transparency obligations of the EU AI Act.
What happens with complaints?
The agent recognises complaints and special cases and passes them straight to your team, with a summary and a draft. It does not try to calm down upset customers on its own.
Does the agent reply at night too?
Yes, if you want it to. You decide which enquiries it may answer around the clock and which wait for a person until the next working day.
In the initial call we look at one concrete process and tell you honestly whether and how it can be automated. 30 minutes, free of charge, by video, in English or German.