Customer Support AI
Customer Support AI That Answers Routine Questions and Passes on the Rest
A support assistant that answers routine questions from information you've approved and sorts incoming requests. Anything that needs a person goes to the right one, with the details attached.
What It Does
What It Does
Support teams spend much of their day on repeat questions and on working out who should handle what. An assistant can take the routine part, so your team spends its time on the customers who need a person.
Sorts Incoming Requests
Reads each request, works out what it is about, and puts it in the right queue with the customer's details attached.
Answers Routine Questions
Answers from your own approved information: prices, policies, opening hours, order steps.
Passes on the Rest
Complaints, refunds and anything unusual go to a person, with a summary so the customer does not have to repeat themselves.
Kept Up to Date
When your products, prices or policies change, the information it answers from is updated. With the managed service this is part of the monthly work.
How It Works
How a Request Is Handled
- 1
A customer sends a question by email, form or message.
- 2
The assistant checks whether it is a routine question it is allowed to answer.
- 3
If it is, it prepares the answer from your approved information.
- 4
Replies to customers are approved by a person before they are sent.
- 5
Everything else goes to the right person with a short summary.
Working Together
What You Provide, and What Stays With You
What We Need From You
- Your common questions and the approved answers
- Your policies: returns, refunds, delivery, payment
- Who handles which kind of request
- A person to approve replies
What It Will Not Do on Its Own
- Approving replies to customers
- Complaints, refunds and disputes
- Anything outside the approved information
Is It a Good Fit?
Who It Suits
- Many of your support requests ask the same things
- Requests sit unanswered because nobody knows whose they are
- Most requests need technical investigation by a specialist
Where Support Requests Usually Arrive
Questions
Common Questions
Will it reply to customers without us seeing it?
No. A human approves anything that reaches a customer or a prospect.
Where is our customer data kept?
Your business data and workflows run on your infrastructure, not on Gengrid Solutions servers.
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Start with a free, no-obligation process audit of your support workflow.
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