Customer support assistant

-50% response time

Repetitive questions about products, orders and services take up most of support teams' time. Response times lengthen, answer quality depends on the agent handling it, and customers compare with the responsiveness they find elsewhere.

The automated workflow

A structured process for fast, reliable results.

Receiving the request

The customer asks through the channel of their choice (chat, email, form), and analysis starts immediately.

Contextual search

The knowledge base, customer history and product documentation are queried to find the right answer.

Generating the answer

A clear, complete answer is written, adjusted to the customer's context and interaction history.

Answer and escalation

The answer goes to the customer immediately. Complex requests are passed to a human agent with all the context already gathered.

Tangible results

-50%

Average response time

50%

Everyday requests handled without an agent

Context passed on

The agent picks up the case with its full history

Up and running in 4 to 6 weeks

From specification to deployment, with visible results from the first few weeks.

Rapid scoping (1 week)

Working prototype at the halfway point

Deployment and training included

Frequently asked questions: Customer support assistant

The assistant handles everyday requests on its own: order tracking, product information, frequently asked questions. Complex cases go to a human agent with the context already gathered, which shortens handling time.

Around half of everyday requests are answered without an agent, with variations depending on the maturity of your documentation and the complexity of your offer. The remaining requests are handled faster, because the agent starts with the case already assembled.

The assistant connects to your CRM, ERP and ticketing tools through secure connectors, giving it access to purchase history, order status and previous exchanges.

Yes, agents' feedback and corrections to answers feed a continuous improvement cycle, and relevance improves with use.

Web chat, email, WhatsApp, social networks and internal messaging, all managed in one place.

More workflows: Customer Service

-40% handling time

Complaint categorisation and routing

Complaints arrive through several channels and are sorted by hand. The time spent qualifying and directing each one delays the response, approximate assignments add a transfer, and urgent cases move at the same pace as the rest of the flow.

3 to 5 weeks

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+14% cases resolved per hour

Personalised customer reply generation

Writing each reply individually takes up a major share of agents' time. Rigid templates produce impersonal messages, tone varies from one agent to another, and the customer context available in the CRM goes underused at the moment of writing.

3 to 4 weeks

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A 360 view in one click

Customer 360 journey summary

Customer data lives separately in the CRM, support, billing and marketing tools. Before each conversation, the agent opens several systems to piece together the customer's story, and decisions are made on a partial view of the journey.

4 to 6 weeks

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See all workflows: Customer Service