AI customer-support assistant

A chatbot on the website and in the customer app that answers product and order questions from the company's own knowledge base, and hands off to an agent when needed.

The support team answers the same questions about delivery times, returns and product specifications all day. Customers wait in a queue for simple answers, especially evenings and weekends.

• Collect the top questions from past tickets and agree what the assistant may and may not answer
• Index help articles, policies and product data in a search index the assistant can cite
• Connect read-only order lookups behind customer authentication
• Test answers against a set of real questions before launch and monitor them afterwards

• Chat widget for the website and customer app
• Retrieval-augmented answers with links to sources
• Secure order-status lookups for signed-in customers
• Hand-off to a live agent with the full conversation
• Dashboard of questions, answer ratings and knowledge gaps

• Customers get instant answers to routine questions, day and night
• Agents receive only the conversations that need a person
• Unanswered questions show exactly which help content is missing