A small service team answers the same questions every day, and looks the answer up again each time from whoever knows. Here those answers are collected out of the conversations, and the same question comes back to you less and less.
What hurts in service
The knowledge sits with two or three people
When they are in a meeting or on holiday, everyone else guesses or escalates — and the same enquiry lands on them again next week.
The same question in every channel
It arrives on WhatsApp, by phone and by email, and gets answered three different ways.
No way to see where it jams
Without measurement, “a lot of enquiries” is a feeling, not a number you can act on.
Your team already answers. Those answers are what the system learns from
Every answer a rep gives today is knowledge. The system reads your channels through the day, pulls out the questions and answers that keep coming back, and adds them to the knowledge base. The knowledge grows out of the conversations your team is already having.
And when a person has to step in and answer instead of the agent, that is not lost either. The system checks the agent's instructions against what was actually said, and writes you a recommendation: what to add so that escalation stops reaching you. The recommendation waits for you, and you decide whether to apply it.
- A question a rep answered today is a question the agent can answer tomorrow
- You set what goes into the knowledge base on its own and what waits for someone to approve it — a click each time, or automatically above a confidence level you choose
- Every place a person stepped in is flagged, and the system recommends what to change in the instructions
Fewer questions reach a person, and the answers get more accurate as time goes on — because the system learns from the conversations you were having anyway.
The screens that matter to you
Every conversation in one screen
Every channel, on the same customer, with the full history.
AI agents
They answer what repeats, and learn from every time a rep had to step in.
Measurement that ends in a decision
What was answered, what is still open, and what came back.
Questions you will ask the assistant
- What is the right answer on returns for a business customer?
- Which enquiries have been open for more than three days?
- Which questions reached a person this month after the agent tried?
- Which question repeats most this month and has no page on our site?
Ready to see it on your own data?
Connect one channel and see what comes in.