Customer Service & Enquiry Automation
Answer common questions, check orders and pass requests needing a decision to your staff.
Has my order been sent?
Your example order is packed and awaiting collection. You’ll receive the tracking link when the courier collects it.
What should become easier.
The issue usually appears before the brief.
- The same handful of questions arrives every day and staff answer them by hand.
- Enquiries land on WhatsApp, the website and email with no shared owner.
- A customer waits while someone checks two or three systems for one answer.
- The chatbot you tried could reply, but it could not move anything forward.
What changes
- Quicker answers to common questions
- Answers based on information you approve
- Customer details recorded for staff
- Conversation history passed to the person helping
The practical details.
What’s included, what it connects to and how it works.
How the work can move.
- Customer sends an enquiry
- The tool checks what they need
- Your information or records are checked
- A reply or permitted action is prepared
- Staff take over when needed
An example in practice
A customer messages on WhatsApp at 9pm asking where their order is. The system checks the order record and answers. When they then ask to change the delivery address — outside what the agent may do alone — it captures the new address and hands the conversation to a staff member, who opens it next morning with the history intact and the change already drafted.
How far can we take it?
A starting point
An enquiry entry point, maintained answer sources, one agreed customer or order lookup and a staff queue. Define which requests can be resolved and what must be handed over.
Additional work to consider
Combining several enquiry channels, voice calls, multiple departments or permission to make more changes to customer records.
What can it connect to?
- Website chat and forms
- Order, booking and account records
- Approved documents and knowledge
- Team assignment and notifications
We’ll check what your existing tools let us access before including a connection in the plan.
Does the AI answer everything automatically?
No. We agree which questions it can answer and which actions it may take. Uncertain answers, sensitive requests and decisions outside those rules go to a staff member.
Can this use our existing information?
Yes, if the documents or systems allow access. We check who may read the information and how it will be kept up to date.
What happens when someone wants to buy?
The tool can collect what the customer needs and pass it to a salesperson with the conversation and a reminder to follow up.
Start with the problem.
No brief or technical diagnosis required.
Tell us what's stuck