The same questions, repeatedly
Delivery status, returns, invoices and account questions fill the queue.
Solution · Service
AI Customer Support
Answer customer questions using your policies and your live order data, across the channels you already run — and route to a person when a case needs judgement.
Answers grounded in your approved sourcesEscalation rules defined per case type
Who it's for
- Repeating question types across a busy queue
- Order, account or case data reachable through an API
- Written policies for the common cases
- A helpdesk the team already works in
The problem
Support volume grows faster than support teams.
01
02
Every answer needs a lookup
The agent has the answer only after opening the order, the policy and the account.
03
Peaks break the queue
A campaign, a delay or a season pushes response times out for everyone.
Starting scope
What a first project actually looks like.
What the live trial covers
- The agreed support workflow for the case types it covers
- Read access to the data that case needs
- Answers grounded in the approved policy for that case
- Ticket write-back with status and summary
- Escalation rules per case type
- Test cases drawn from your real history
What the trial should show
- Agreed test cases are resolved the way your team resolves them
- Answers reflect the live record, not a generic policy line
- Anything outside policy is escalated with context rather than answered
- Ticket records are updated with the agreed fields
When this is not the right fit
- Order or account data cannot be reached programmatically
- Policies exist only as informal team habit
- Most cases are disputes or goodwill decisions
- The queue is small enough that a person clears it daily
€0 upfrontRun it in your business for 3 days before you pay. If you keep it, a Live AI Workflow starts from €1,500 for one workflow.Start a free live trial
Full working functionality for the agreed workflow — not an artificially limited demo. The workflow itself is agreed with you before the trial starts.
What the system does
It resolves the routine cases and prepares the rest.
The system is given your policies, your product information and read access to the data a case needs. Within that scope it answers, acts, or escalates with the context already assembled.
Understands the customer requestIncluding messages that contain several questions at once.
Checks live order and account dataSo the answer reflects the current state rather than a generic policy line.
Answers from your approved policiesDelivery, returns, warranty and account questions, with the source recorded.
Performs standard actionsSuch as issuing a return label or updating a delivery address, where you allow it.
Routes what it should not decideWith the case history, the relevant policy and a summary attached.
Keeps the helpdesk record currentTicket status, tags and resolution notes written back automatically.
Before and after
What changes in the support queue.
01todayAn agent opens the order, the policy and the account before replying.with the systemThe data is retrieved and the policy applied before a human is involved.
02todayA delivery question waits behind fifteen others.with the systemRoutine case types are resolved without joining the queue.
03todayA campaign or a delay pushes response times out for everyone.with the systemVolume peaks affect fewer of the cases that need a person.
04todayEscalations arrive with no context attached.with the systemEscalations arrive with the history, policy and a summary.
Example workflow
A delivery question, resolved without a queue.
01Message receivedChat, email or a connected messaging channel.RECEIVED
02Customer and order identifiedMatched from the message and the account record.DONE
03Shipping data checkedCurrent carrier status rather than the original promise date.DONE
04Policy appliedWhat your terms allow in this specific situation.DONE
05Answer sent with trackingSpecific to the order, in your tone of voice.DONE
06Refund or goodwill requestedOutside standard policy — the workflow stops and a support lead decides.NEEDS APPROVAL
07Ticket updated and closedStatus, tags and a resolution summary recorded.DONE
Illustrative workflow · configuration varies by project
Integrations
It works inside your helpdesk.
Customers keep using the channels they already use, and your team keeps working in the tools it already knows. The system adds a layer rather than another inbox.
HelpdeskOrdersKnowledge baseEmailMessagingShippingPayments
Integration feasibility is confirmed during scoping.
Human control
Judgement stays with your team.
The boundary is set by case type and by confidence, and is agreed before launch rather than discovered in production.
Refunds outside policyalways human
Complaints and escalationsrouted with full context
Legal or safety issuesnever handled automatically
Low confidence or missing dataheld for review
Example implementations
Where this fits.
E-commerce
Delivery and returns dominate the queue
Order-aware answers across chat and email, with returns processed inside your policy.
Professional services
Client questions between meetings
Status, scheduling and document questions answered; advice routed to the responsible adviser.
Hospitality
Pre-arrival and booking questions
Standard changes and facility questions handled; rate and compensation decisions escalated.
Tell us the workflow, we build and connect it, you run it live for 3 days, then keep it or switch it off. Larger systems start from €7,500.See pricing
Questions
What support directors ask.
Answers are generated from your approved sources and the data retrieved for that specific case, with the source recorded. Where the information needed is not available, the workflow can stop and escalate instead of producing an answer.
It depends entirely on your mix of case types and how much of the required data is accessible, which is what the technical review establishes. We would rather scope one well-understood case type than quote a percentage we cannot yet support.
Configured actions and workflow events can be logged for review, and ticket records can be written back with a summary of what happened, so a human picking up a case can see the history.
Try this in your real business for 3 days.
Run the agent on real support requests for 3 days, connected to your helpdesk where the integration is supported, before you decide.