AI customer service
Answer recurring questions. Pass on complex requests to the right place.
- Starting point
- Quote for your project after the first conversation
How AI customer service takes load off your team
Opening hours, delivery times, returns, the status of an order: a large share of enquiries is always the same and still lands with people who actually have other work to do. An AI assistant answers such questions using the information you have approved, on the website or by email. Anything that is not clear-cut goes to your team with the conversation so far.
Answers from approved knowledge
We build the knowledge base from your documents: product information, processes, terms and frequently asked questions. You approve what the assistant may use and what it should never answer.
Classify and pass on requests
The assistant recognises whether a request is about information, a complaint or a sales enquiry, and hands over to the person responsible as soon as things get sensitive. You set the rules for this and who is responsible for what.
Checks and upkeep
We regularly review with you which questions were answered well and where knowledge is missing or out of date. Your business reports changes to prices, range or processes so that the knowledge base stays correct.
Example scenario (fictional)
AI customer service in practice
A plumbing business with a small office receives questions every day about its emergency service, appointments and warranty, many of them in the evening. The assistant answers what is in the approved documents and, in the case of water damage, records the address, callback number and urgency for the on-call service straight away. A customer complaining about an invoice does not get an automatic reply but is handed to the office manager with all the details.
How you can tell it fits
- A good fit if the same questions come in every day by phone or email.
- A good fit if enquiries are left waiting in the evenings and at weekends.
- A good fit if you have documented processes and product information or are ready to write them down.
What is included and what is not
The assistant makes no commitments on prices, appointments or goodwill gestures that you have not explicitly approved. You decide what it may answer, which data it sees and when it hands over; licence costs for the AI provider are listed separately.
Starting point
We prepare a separate quote for this.
A single existing workflow can also be a sensible starting point. You describe it, and we tell you what we can solve properly to begin with.
Quote for your project
after the first conversation
The first conversation costs nothing. Before we start, the quote sets out:
- the scope
- your input
- the sign-off
- the price
Licences, hosting and additional services are listed separately.
Two questions before you start
Do customers know they are writing to an AI?
Yes, the assistant introduces itself as such and offers to switch to a person at any time. That way your customers know where they stand, and nobody feels deceived.
What happens if the assistant says something wrong?
It only answers with information you have approved and refers to your team when unsure. Even so, we review the answers together during the introductory phase and adjust knowledge and rules before it runs without supervision.
The first conversation costs nothing.
Abbas and Shervin take the time to understand how your workflow runs today.
Write directly to abbas@fehablabs.ch or shervin@fehablabs.ch, or use the form.