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AI agentFirst-line responder (table)

Answering customer questions from an FAQ with AI

An assistant that answers customer questions from your table of frequently asked questions and your documents.

First-line responder (table) is AI agent in Altramano for customer service: an assistant that answers customer questions from your table of frequently asked questions and your documents.

It works with Microsoft Outlook.

AI agent · department Customer service

What it does

Besides the knowledge base, this assistant also reads your "Frequently asked questions" table. It answers questions briefly and pleasantly, says so when it does not know, and drafts a mail on request.

What you need

  • Microsoft Outlook — find, send, answer and draft mail in Outlook and pull attachments, with a trigger on new mail, connected through logging in to the service.

How does answering customer questions from an FAQ work with AI?

An AI agent works with its own instructions and its own sources, which you start in the Studio or from an automation.

Besides the knowledge base, this assistant also reads your "Frequently asked questions" table. It answers questions briefly and pleasantly, says so when it does not know, and drafts a mail on request.

Microsoft Outlook: find, send, answer and draft mail in Outlook and pull attachments, with a trigger on new mail.

Everything runs in your own environment in Amsterdam. You set the limit: what falls within it runs by itself; what falls outside it comes to you first. Every run is there to read back step by step in Runs.

Read what an AI agent does for your team

Who it's for

For customer service: sorting incoming questions, answering them from your own knowledge, and only sending once approved. Those hours go into solving the hard questions in person, instead of into sorting and typing standard answers.

This department comes into play in healthcare practices and providers, hospitality, retail and webshops, IT and software companies, property and estate agents, cleaning and facilities, car dealers and garages and training providers.

How to install it

  1. Choose the template in your environment under Templates.
  2. Give the AI agent its sources: documents, a mailbox or a table.
  3. Try it in the Studio and adjust the instructions wherever you like.

The full manual (what it is for, what you get, what you need, step by step, testing, errors with cause and remedy) sits with the template in your own environment.

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Frequently asked questions

What do I need for First-line responder (table)?

Microsoft Outlook and a Altramano environment.

Which department is First-line responder (table) for?

Customer service, in industries such as healthcare practices and providers, hospitality and retail and webshops.

What is an AI agent?

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. It works with its own instructions, sources and tools. You start it in the Studio or from an automation.

Does it make answers up?

It works only with the sources you give it and refers to them. If something is not in there, it says so.

More for customer service

SjabloonSoortWhat it does
Escalation after 24 hoursautomationTickets still set to New after 24 hours land in a manager's mailbox.
Customer message → proposed replyautomationEvery incoming customer message (a mail or a forwarded WhatsApp message) gets a proposed reply from your knowledge base table.
Mailbox → ticket with classification and assignmentautomation + assistantEvery mail in your service mailbox becomes a ticket in a table, with a category, an urgency and a proposal for who picks it up.
All 10 templates for customer service

Templates are updated in your Altramano environment.

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