AI customer support – Helping customers before and after the sale in one workflow

1. 1

   Answer from an approved knowledge base

   The AI finds information in user manuals, delivery, return and warranty policies and other support documents.

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   Answers are based on the version of each document currently in force, with the ability to cite the source so staff can check it.

   Limits & controls: If data is missing or a case falls outside policy, the AI states the limit and hands over to a staff member instead of drawing its own conclusion.

2. 2

   Look up orders and service information

   When integrated with your order management system, the AI helps customers check processing status, delivery or request history within the permitted scope.

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   Limits & controls: Private information requires a suitable verification step. Knowing an order code does not automatically mean being allowed to see everything about that order.

3. 3

   Take warranty, return and complaint requests

   The AI asks for the product code, a description of the problem, when it started and any related documents in order to create a support ticket.

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   The customer receives a request code, while staff receive a structured record together with the conversation history.

   Limits & controls: The AI only takes in requests and guides people through the process; decisions on refunds, replacements or warranty outcomes rest with your business.

4. 4

   Hand over conversations with full context

   When a customer asks for a person or a case goes beyond what it can handle, the AI passes the summary, the verified information and the steps already taken to a staff member.

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   The aim is that customers do not have to retell their problem from the start at every contact.

5. 5

   Track support quality

   Your business can track common question groups, unresolved requests, response times and the questions the AI has no reliable source to answer.

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   That tells the support team which documents and processes need attention first.

1. 01The customer sends a request
2. 02The AI identifies the issue
3. 03It checks the knowledge base or the permitted data
4. 04It answers or collects information
5. 05It creates a support ticket when needed
6. 06It hands over to the staff member in charge
7. 07The customer is updated on the status

The scope of data the AI may access is decided by your business during the review.

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Frequently asked questions