A bot people are glad to meet
Almost everyone has had a bad experience with a support bot, which means yours starts from a position of suspicion. The ones that work answer from real material, hand over quickly, and never pretend to be a person.
We build support automation the way a customer would want it built. It answers what it genuinely knows from your own documentation, it says when it does not know, and it gets someone human involved quickly rather than defending the queue. Handled that way it takes real volume off your team. Handled the usual way it costs you customers quietly.
Also sold as conversational AI, virtual assistants, customer service automation and AI support agents.
The work it takes
off your desk
Answer the questions you get all day
Opening hours, order status, how a process works, what a document needs. High volume, low judgement, and currently interrupting someone.
Collect what is needed before a handover
Reference numbers, account details, a description of the problem, so that when a person picks it up they are not starting from nothing.
Route to the right place first time
Working out what the enquiry actually is and putting it with whoever handles that, instead of passing the customer along.
Cover the hours you do not
Evenings and weekends, answering what it can and queueing the rest with everything a colleague needs to pick it up on Monday.
No surprises,
in writing.
Scope and price agreed before anything is built. If we think you do not need this, we will tell you that instead.
Get a quote ↗- A bot answering from your own documentation, with a defined refusal
- A clean handover to a person, carrying the whole conversation with it
- Clear disclosure that it is automated, because pretending otherwise backfires
- Reporting on what it could not answer, which is the most useful thing it produces
- Tone and wording that match how your team actually writes
Where this
goes wrong
Every supplier will tell you what their service does. These are the ways it fails, and what we do about each one. If a supplier cannot tell you this, they have not built enough of them.
The bot that will not let you out
The single most damaging pattern in this field. A customer asking for a person should get one, quickly. Anything else trades short-term deflection for long-term goodwill.
Measuring deflection instead of resolution
Deflection rate counts conversations that did not reach a human, including the ones where the customer gave up and went elsewhere. Resolution and satisfaction are the honest measures.
Answering from nothing
A bot with no grounding in your material will invent a policy, and your customer will hold you to it. Answers come from your own documentation or they do not come at all.
Pretending to be human
It always comes out, and it costs more trust than the automation saved. Say plainly that it is automated and say how to reach a person.
What everyone
asks us
It will if it is built the usual way. The things that annoy people are a bot that cannot hand over, one that invents answers, and one that pretends to be human. All three are design choices, and we make the opposite ones.
Yes, and that path is designed first rather than last. The handover carries the whole conversation so the customer never has to repeat themselves.
From your own documentation, policies and pages. If the answer is not in your material, it says so and passes the query on rather than improvising.
Answers what it can from your material and queues the rest with the details a colleague needs, so nothing is lost overnight.
Other AI services
Start with
one job.
Tell us the task that eats the most time. We will tell you honestly whether AI is the right answer for it, and what it would cost to find out.
Get a quotation