AI customer service connected to your business process. A conversation needs context, a destination and a person when the request requires human support.
An automated reply is not enough if the request is not recorded or nobody knows who owns it. We design the conversation and handover as parts of the same process.
We assess the channel, the request and the systems involved. We define what AI can do, when it should ask for help and how your team receives the context.
Phone and WhatsApp have different requirements. We choose and validate the solution for the channel and the situations covered by the project.
We define the call journey, the information needed and the criteria for handing over to your team. Validation covers voice behaviour as well as conversation design.
Meet Maria at AuditivWe organise responses and follow-up with context for your team. Sofia has a public offering for clinics; its suitability for other processes is assessed individually.
Explore what Sofia doesWe define questions, limits, required consent and what happens when information is missing or a system does not respond.
Connect this work to CRM and automation or start by reviewing your sales process.
We design the role of AI and the role of people for your process. Out-of-scope requests, insufficient information and situations defined in the diagnosis need a clear human handover.
We confirm access, available operations and integration requirements before proposing a solution. An integration for one client does not guarantee compatibility with every system.
Scope is defined by channel and process. We do not claim universal coverage: phone, WhatsApp and other contact points each need their own configuration and checks.
AI customer service
Someone calls, explains the problem and expects the conversation to move forward. If the assistant takes too long to respond, repeats questions or forgets part of the request, a natural voice only helps so much.
4 min readAI customer service
AI can collect an enquiry and prepare the next action. Making that useful means defining what it needs to understand, where it gets information and when a person should take over.
4 min readVoice AI
When a customer calls, we want the conversation to feel natural and their request to move forward. That led me to try GPT-Live 1: could we improve our European Portuguese customer service while building on the work we already have in ElevenLabs?
3 min read