Projects / Customer support
Every channel, one conversation
Customer support Support client
✦ Result
62%
of questions resolved without a human
Email, chat, WhatsApp and phone in one thread per customer, with an assistant that answers what it can and hands the rest over with context.
Before: 5 inboxes and customers repeating themselves
The problem
A customer could email, then chat, then call, and each time start again. Agents worked five inboxes, and the same questions came in on every channel.
What we built
One conversation per customer across every channel, and an assistant inside it. It answers from the knowledge base and live order data, and when it hands over, the agent gets a summary instead of a transcript.
Results
62% of questions are answered without a person, and the rest reach someone who already knows the story.
How it was built
- Web chat
- WhatsApp Business API
- Voice / phone
- Knowledge base retrieval
- Order lookup tools
- Hand-off with summary
- Evals
- Week 1: read 3 months of tickets
- Weeks 2–5: unified inbox and assistant
- Week 6: assistant drafts, humans send
- Week 8: assistant answers on its own
- 1 lead engineer
- 1 AI engineer
- 1 full-stack engineer
FAQs
What if the assistant is wrong?
It answers only from your knowledge base and live order data, and hands over the moment it isn't sure.
Do customers know it's an assistant?
Yes. It says so, and a person is one message away.
Got a process like this? 20 minutes, and you'll know if it's worth building.
Book a call