Customer service agent
Answers customer questions by mail, chat and WhatsApp from your own knowledge, and hands over to a person when needed.
Saves, estimated: ± 5 hours a week
Customer service agent is an AI agent from Altramano for customer service. An AI agent does a task that involves reading, assessing or writing, such as assessing an enquiry or drafting a reply. It puts it in front of you, or does it itself if you want it to.
What it does
- Reads every question that comes in by mail, your website or WhatsApp.
- Answers what is in your own documents and frequently asked questions, in your tone.
- Hands over to a colleague when it does not know the answer or when the customer asks for it.
- Keeps track of which questions keep coming back, so you can add to your knowledge.
An example
- In
- A WhatsApp message: has my order been sent yet, and can I still change the delivery address?
- Out
- An answer with the status from your web shop and the step to change the address; the address change itself goes to a colleague.
Integrations it uses
ZendeskCreate, update and follow tickets in Zendesk, with triggers on new or changed tickets.
WhatsApp BusinessSend and receive messages through WhatsApp Business, with a trigger on a new message.
GmailFind, send and answer mail in Gmail, with a trigger on new mail.
Microsoft OutlookFind, send, answer and draft mail in Outlook and pull attachments, with a trigger on new mail.
ShopifyOrders, customers and products in Shopify, with triggers on new orders and customers.
WooCommerceOrders, customers and products in WooCommerce, with triggers on new orders.
bol.com RetailerReading orders, shipments, returns, offers, LVB stock and invoices from your bol seller account, updating stock and price, registering shipments and handling returns, with a trigger on every new order.
Lightspeed eCom (C-Series)Reading orders, customers, products, shipments and invoices from your Lightspeed eCom webshop, updating orders, products and shipments and creating customers, with a trigger on every new order.
CCV ShopReading orders, products, customers, invoices and returns from your CCV Shop webshop, creating and updating orders and updating products, with a trigger on every new order.
SendcloudReading shipments, orders, returns and shipping options in Sendcloud, registering or cancelling shipments, creating orders and returns and pulling track and trace, with a trigger on every new or changed shipment.
MyParcelCreating, searching and deleting shipments in MyParcel, pulling labels and track and trace and making return links, with a trigger on every new or changed shipment.
TrengoReading conversations, messages, contacts and profiles in Trengo, creating contacts and conversations, sending a message or an internal note and assigning or closing a conversation, with a trigger on every new conversation.
PostNLCreating labels and barcodes, confirming and tracking shipments, pulling the signature for receipt, checking addresses and requesting pick-up points and delivery slots at PostNL, with a trigger on every status change of a shipment.
ChannelEnginePulling and confirming marketplace orders, registering shipments, returns and cancellations and updating products, price and stock in ChannelEngine, with a trigger on every new order.
Where the limit lies
You choose per type of question whether the answer goes by itself or past a colleague first. Everything about money, returns and complaints passes a person by default.
Templates it bundles
| Sjabloon | Soort | What it does |
|---|---|---|
| First-line responder | AI agent | An assistant that answers customer questions from your own documents. |
| Customer message → proposed reply | automation | Every incoming customer message (a mail or a forwarded WhatsApp message) gets a proposed reply from your knowledge base table. |
| Frequently asked questions → knowledge base table | automation | Every week the closed tickets are summarised into new frequently asked questions for your table. |
Industries where this comes up
Frequently asked questions
Does it invent answers?
No. It works only with the documents and answers you give it. If something is not in them, it says so and hands over.
How does the customer notice a hand-over?
The customer gets a message that a colleague is taking over, and the colleague gets the whole history with it.
Does it also work outside office hours?
Yes. Questions it can answer, it answers straight away. The rest is ready for your team the next morning.