The same questions, every day
Hours, pricing, delivery times and policies take up a large part of your team’s day, leaving less time for customers who really need help.
Customer support automation
Faster Answers for Customers. Less Load on Your Team.
We build an AI assistant and support workflow that answers common questions from your approved information, keeps every request organized, and passes anything complex or sensitive to a real person on your team.
How it flows
Automated
- Customer asks Website, email or chat
- Checks your content FAQs and policies
- Answered or sorted Into the right queue
- Your team helps With full context
Overview
What This Service Does
Most support teams spend a large part of their day answering the same questions: opening hours, prices, order status, how to book, how to return something. At the same time, important requests can get lost because they arrive by email, website chat and social media all at once.
Customer support automation combines two things. First, an AI assistant that reads a customer’s question and answers it using only the information you approve, such as your FAQ, policies and help pages. Second, a workflow that sorts every request that needs a person, creates a ticket in the right place and gives your team a short summary, so the customer never has to explain the problem twice.
Problems this solves
Does This Sound Like Your Business?
Customers wait after hours
Questions that come in at night or on weekends sit unanswered until someone is back at work, and some customers give up.
Requests get lost
When messages arrive through email, website chat and social media, it is easy for one to be missed or answered twice.
Customers repeat themselves
When a case is passed from one person to another, the customer often has to explain everything again, which is frustrating for everyone.
How it works
How It Works in Practice, Step by Step
This is what happens behind the scenes once the automation is live. You set the rules once; the system follows them every time.
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1
The customer asks a question
A customer writes through your website chat, email or another channel you choose. The assistant is available at any time of day.
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2
The assistant understands the request
It reads the message and works out what the customer wants, for example a policy question, an order update or a complaint.
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3
Simple questions are answered
If the answer is in your approved content, the assistant replies straight away in clear, friendly language. Where your systems allow it, it can also look up things like order or booking status.
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4
Everything else becomes a ticket
If the question is sensitive, unusual, or the assistant is not confident, it tells the customer that a person will help and creates a ticket in your helpdesk, tagged by topic and urgency.
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5
Your team picks it up with context
Your team sees the full conversation, a short summary and, if you want, a suggested reply. They check it, adjust it and respond.
Example use cases
How a Business Could Use It
Examples of what we can build for different types of businesses. Every project is designed around the client’s own process and tools.
Online store
- Before
- Most messages were about delivery times, order status and returns, and the small team could not keep up during sales.
- What we build
- The assistant answers these questions from the store’s policies and order system. Refund and damage requests go straight to a person with the order details attached.
- What changes
- The team spends its time on the cases that actually need a person.
Clinic
- Before
- Reception spent a lot of time answering phone and email questions about hours, location and how to book.
- What we build
- The website assistant answers these questions and links to online booking. Anything about symptoms or treatment is passed to staff and never answered by the assistant.
- What changes
- Reception has more time for patients at the desk.
Property management company
- Before
- Maintenance requests arrived by phone, text and email, often without the unit number or photos.
- What we build
- Tenants report issues through one simple chat that collects the unit, problem and photos, then creates a ticket for the maintenance team.
- What changes
- Every request arrives complete and nothing is forgotten.
What we can automate
Tasks This Can Take Off Your Plate
- Answering frequently asked questions from your approved content
- Giving order, booking or delivery status where your systems allow it
- Collecting details before a person gets involved (order number, photos, account email)
- Sorting requests by topic and urgency
- Creating and updating tickets in your helpdesk
- Routing requests to the right person or team
- Writing a short summary of each conversation for your team
- Suggesting draft replies for your team to check
- Sending follow-up messages when a ticket is solved
You choose which of these you need. We start with the tasks that save your team the most time.
What your business gets
The Benefits
Answers at any hour
Customers get help for common questions even at night and on weekends.
Your team focuses on real problems
Less time on repeat questions, more time on customers who need a person.
Nothing gets lost
Every request that needs a person becomes a ticket with an owner.
Smoother experience
Customers do not have to repeat themselves when a person takes over.
Results depend on your process, tools and volume. During the assessment we explain what is realistic for your business.
Development & implementation
From First Call to Launch
Each stage has a clear outcome, and nothing moves forward without your approval. Here is what we do, and what we need from you, at every step.
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Step 1
Discovery call
We look at your most common questions, the channels customers use and the support tools you have today.
Your part: Share examples of typical customer messages, or give us a quick look at your inbox.
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Step 2
Content and rules
We gather the approved answers and agree what the assistant may answer, what it must never answer, and when it should hand over to a person.
Your part: Approve the content and the hand-over rules.
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Step 3
Build and connect
We set up the assistant, the sorting rules and the connection to your helpdesk or inbox.
Your part: Give us access to your website and support tools, using accounts you own.
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Step 4
Test with real questions
We test with real past customer questions, including tricky and unusual ones, and fix any weak answers before launch.
Your part: Try it yourself and tell us what you would change.
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Step 5
Launch and improve
We launch, review conversations with you in the first weeks and keep improving the answers and rules.
Your part: Let us know when your policies or prices change.
Why custom
Built Around How Your Business Works
A generic chatbot does not know your policies, your products or when a question should go to a person. We set up the assistant around your own information and your own rules, connect it to the tools your team already uses, and decide with you exactly where the line between automated answers and human help should be.
Your rulesThe automation follows the way your team already makes decisions.
Your toolsWe connect what you already use, so nobody has to learn a new system.
Your people in controlYou decide which steps run on their own and which need a person.
Getting started
What We Need From You, and What Happens Next
You do not need a technical brief. A clear picture of how the work is done today is enough to start.
Helpful to have ready
- Your current FAQ, policies and help pages, or the answers your team gives most often
- The channels customers use to reach you (website chat, email, social media)
- The name of your helpdesk or inbox tool, if you use one
- Topics the assistant must never answer and should always pass to a person
- Who on your team should receive each type of request
- Your business hours and how quickly you aim to respond
Don’t have all of this yet? That’s fine. We can work it out together on the first call.
When you contact us
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Book a free call
Pick a 30-minute slot in your time zone, or message us on WhatsApp.
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Tell us about the task
On the call we ask how the work is done today and which tools you use. No preparation is needed.
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Get an honest assessment
We tell you what can be automated, the approach we recommend, and a timeline and quote.
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You decide
There is no obligation. Work only starts if you approve the proposal.
FAQ
Frequently Asked Questions
Still have a question? Book a call and ask us directly.
Ask on a callWe limit it to the content you approve, test it before launch and set it to hand over when it is not confident. AI can still make mistakes, so sensitive topics always go to a person.
Yes. Every setup includes a clear way to reach your team, and the assistant hands over automatically in the situations you choose.
If your helpdesk has an API, we can usually connect it. Examples include Zendesk, Freshdesk, Intercom, Gorgias and HubSpot. If you only use email, we can work with that too.
It can be set up for more than one language. For Canadian businesses we can test both English and French before launch.
You update the approved content, or tell us and we update it. The assistant then uses the new information.
Only for general information like hours, location and booking. Medical, legal and other sensitive questions are always passed to qualified staff.
Free consultation
Discuss your project
Book a free 30-minute call in your time zone. Tell us about the process you want to improve, and we will tell you honestly what is possible.
Free consultation
Let’s Talk About Your Automation
Start with one process. We will assess it for free and give you a clear plan, timeline and quote.