Customer support automation

AI Customer Service Chatbot

Answer routine customer questions instantly, resolve what can be resolved and give your agents the full context for the rest.

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What an AI customer service chatbot does

Most support teams spend a large share of their time on the same questions: order status, returns, opening hours, how to use a feature, billing basics. An AI customer service chatbot answers these immediately from your help centre, policies and systems, and creates a ticket with a summary when a person is needed. Customers get faster answers, and agents spend their time on the cases that need judgement.

Answers from your content

Help articles, policies and product information, with sources, not guesses.

Order and account lookup

Checks order status, delivery and account details through your systems, with authentication.

Ticket creation

Creates tickets in Zendesk, Freshdesk or your helpdesk with a clear summary.

Smart handover

Passes to an agent with history when the customer asks, or the issue is sensitive.

Multilingual support

Replies in the customer's language, tested on real messages.

Insights

Reports on top questions, unresolved topics and content gaps.

Where it runs

On your website, in your app, on WhatsApp and other messaging channels, and as a copilot that suggests replies to your human agents.

How we keep it accurate

It answers only from approved content and says when it does not know.
Sensitive topics (refunds, complaints, legal, medical) are routed to people.
We test on real past tickets before launch.
Every conversation is logged and reviewed for failures in the first weeks.
Unanswered questions become a list of content to write.

Measuring success

We agree measures before the build: share of questions resolved without an agent, handover rate, first response time, customer feedback and agent time saved. We report them after launch and use them to improve the bot.

AI customer service should never trap customers. Always offer a way to reach a person.

What a good conversation looks like

A customer writes: "My order hasn't arrived and it was supposed to come yesterday." The chatbot asks for the order number, looks up the order, sees a courier delay, shares the new delivery date and tracking link, and offers to notify the customer when it ships. If the customer says the parcel is lost, the chatbot opens a ticket with the order details, tells the customer what happens next and hands over to an agent.

Content to prepare

Your top 20 to 50 customer questions with correct answers.
Policies on returns, refunds, warranty and delivery.
Product information and setup guides.
Rules for when a person must handle the case.

Customer service automation beyond the chatbot

Customer service automation covers more than answering questions. It includes routing tickets to the right team, sending order and delivery updates, collecting feedback after a case closes, escalating overdue tickets and summarising long conversations for agents. The chatbot is the visible part, and the workflows behind it make support faster and more consistent.

Frequently asked questions

What is an AI customer service chatbot?

A chatbot that uses AI to understand customer questions and answer them from your content and systems, handing over to a person when needed.

Can it replace my support team?

It can handle routine questions and out-of-hours cover. Most businesses keep people for complex, sensitive or high-value cases.

Which helpdesks does it integrate with?

Zendesk, Freshdesk, Intercom, HubSpot Service Hub and custom systems through APIs.

How long does it take to launch?

A focused first version often takes a few weeks, depending on content readiness and integrations.

How much does it cost?

Cost depends on channels, integrations, volume and support. We scope after a free audit.

What is customer service automation?

Using software and AI to handle routine support work: answering common questions, routing tickets, sending updates and collecting feedback.

Cut routine tickets without hurting service

Book a free audit. Bring your top 20 support questions and we will show what a chatbot could handle.