AI Customer Support
Answer routine customer questions from your own information — and hand the rest to your team.
An assistant that answers from approved knowledge sources, categorises requests, drafts or sends replies within agreed limits, and escalates anything complex with full context.
Who this is for
- Service businesses that receive the same questions every day
- Small support teams handling email, chat and messages alongside other work
- Owners who want consistent answers outside office hours
The problem
Where time and leads are lost today
Customers ask about opening hours, policies, delivery, service areas and the status of their request. Each reply takes a few minutes, but together they interrupt work that matters — and answers vary depending on who replies.
Signs this service is a fit
- A handful of questions make up most of your inbox
- Replies differ depending on which staff member answers
- Customers wait until the next working day for simple answers
- Nobody can easily see which questions come up most often
The solution
How we solve it
Approved knowledge sources
Answers are retrieved from content you review: policies, service descriptions, FAQs, help pages. If the answer isn't there, the assistant says so instead of guessing.
Request categorisation
Messages are labelled (question, change request, complaint, billing, other) so they reach the right queue and can be reported on.
Draft or send
Low-risk topics can be answered directly; everything else is drafted for a person to check and send. You choose which topics fall where.
Escalation with context
Complaints, refunds, urgent or sensitive matters go to a named person with the conversation and a short summary attached.
Traceability & access controls
Each answer records which source it came from. The assistant only reads the content and systems it has been given access to.
Example workflow
Support message to resolved or escalated request
- Automated step
- A person reviews or acts
- 01
Message received (automated)
A customer writes via website chat or the support inbox.
- 02
Categorised (automated)
The request is labelled and checked for urgency or sensitivity.
- 03
Knowledge lookup (automated)
Approved sources are searched for a relevant answer.
- 04
Reply sent or drafted (automated)
Routine answers are sent; others are drafted for review.
- 05
Staff review (a person reviews or acts)
A person checks drafts and handles escalated cases.
- 06
Logged (automated)
Category, source used and outcome are recorded for reporting.
Illustrative workflow. Channels, send-versus-draft rules and escalation contacts are agreed during design.
Integrations
Works with the tools you use
Channels
- Website chat
- WhatsApp Business*
- Voice*
Knowledge & destinations
- Help-centre pages
- Google Drive / SharePoint docs
- HubSpot
- Slack
- Microsoft Teams
Implementation
What we'll need from you
- Your current FAQs, policies and service descriptions (we help structure them)
- A list of topics that must always go to a person
- Which topics may be answered directly and which need a draft for review
- Access to the channel being connected (e.g. website admin, shared inbox)
- A named staff member to receive escalations
Expected benefits
How we measure whether it's working
First-response time
Time between a customer's first message and the first reply, before and after launch.
Share of requests resolved without staff
Conversations closed by the assistant vs. those escalated.
Draft acceptance rate
Drafted replies sent without edits vs. edited or rewritten.
Request mix
Volume by category, to show which questions are worth better documentation.
Pricing guidance
€1,500–€3,000 implementation (indicative)
A single-channel assistant with a well-defined knowledge base usually falls in Business Automation. Additional channels, voice, several languages or order/account lookups increase scope.
Managed Support is recommended to keep the knowledge base current. AI usage and messaging-provider fees are billed separately and depend on volume.
Quote process: free consultation → written scope with a fixed implementation price → build.
See all pricingSecurity & human oversight
- Answers are limited to approved content; the assistant is instructed not to invent prices, policies or commitments
- Customer messages are treated as untrusted input — instructions inside them are not followed
- Clear disclosure that customers are talking to an automated assistant
- Human escalation for complaints, refunds, urgent or sensitive topics
- Conversation logs retained according to an agreed retention period
Limitations to know about
- It can only answer what your approved content covers; out-of-date content produces out-of-date answers
- Refunds, account changes and exceptions to policy are decided by staff, not the assistant
- Quality depends on someone on your side keeping the knowledge sources current
- It does not replace a support team for complex or emotionally sensitive conversations
Get started
Discuss an AI Customer Support project
Frequently asked questions
Will customers know they are talking to AI?
Yes. We recommend clear disclosure, and it is required in many situations. The assistant introduces itself as automated and offers a way to reach a person.
What happens when the assistant doesn't know the answer?
It says it doesn't know, records the question and passes it to your team with the conversation attached. It is configured not to guess.
Can it work on WhatsApp or the phone?
Sometimes. It depends on provider approval, your account type and the use case. We check feasibility during discovery and only include these channels once they are configured and tested.
Can we start with drafts only?
Yes, and it's a sensible first step. Staff review every reply for a period, and you move individual topics to direct answers once you're confident in them.
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Next step
Find out what's worth automating in your business.
Book a free 30-minute consultation. We'll look at how your team works today and recommend a practical first step, or tell you honestly if automation isn't worth it yet.