Business applications
AI customer service, from the first question to resolution.
We help B2B and B2C teams organise requests, find information and prepare responses, connecting AI with knowledge, CRM and the way service teams work.
Discuss your implementation
From a task to a solution.
We begin with case types and the points where teams lose time. A solution can assist employees or handle agreed questions directly. Quality depends on correct resolution and reliable exception handoffs.
Classification and routing
Recognising the topic, collecting required information and directing the case to the right team.
Service representative assistant
Summarising history, finding instructions and preparing a draft with its supporting sources.
Customer self-service
Helping with recurring questions and providing permitted information with a route to human assistance.
ENGAGEMENT SCOPE
What do you receive?
- Map of request types and escalation rules
- A solution connected to knowledge and selected channels
- Answer tests covering typical and difficult cases
- Measurement of quality, time, repeat contacts and cost
What do we need to start?
- Sample requests and accepted responses
- Current procedures, knowledge and customer data access rules
- A process owner and a team to receive escalations
How do we price the work?
Contact channels, languages, case types and integrations determine scope. Actions such as order changes, complaints and refunds receive their own agreed rules.
DELIVERY APPROACH
How does implementation work?
- 01
Review cases
Examine a representative sample of requests, current knowledge and team responsibilities.
- 02
Design service
Define when AI responds, when it drafts and when it hands over.
- 03
Pilot and evaluate
Compare results within a selected scope and review quality with the service team.
ILLUSTRATIVE SCENARIO
A question about order status
An illustration of how a solution can work. We adapt the scope to the client’s environment; this is not a delivered client project.
- The process verifies customer identity and the information they may access.
- An integration retrieves the status and AI prepares a response based on it.
- A data mismatch or change request goes to the appropriate team.
- What we measure
- Answer accuracy, resolution time, repeat contacts and escalation quality.
- How we control actions
- Order data is shared only after required verification; missing status is not replaced with a guess.
BEFORE WE BEGIN
Good to know.
Can AI serve both B2B and B2C customers?
Yes. Designs differ in customer identification, permissions, case types and escalation rules. We establish these for the particular process.
Do we need to launch a chatbot immediately?
No. We can start with an employee assistant, request classification or response drafting.
How do you assess effectiveness?
We compare correct resolution, working time, repeat contacts and cost per case. Fewer human handoffs alone do not establish better quality.
