Why this work is worth doing
A chatbot that cannot see your order data is a search box with a personality. The reason most of them get switched off is not the language model, it is that they were never connected to anything, so every real question ended with "please email us".
We build agents that read from the systems that hold the answer, and that know when to stop. The handoff is designed before the conversation is: what triggers it, who receives it, and what the human sees when they pick it up.
What we build
- /01
Agent build
Web widget, WhatsApp, or voice on a real phone number. One agent, one brief, one tone of voice, written with you.
- /02
Systems integration
Live reads against orders, bookings, stock, accounts or the CRM, so the answer is the actual answer.
- /03
Escalation rules and transcripts
Defined triggers for handing over, and the full conversation attached to the ticket or CRM record before a person reads it.
Order enquiry, answered and closed
- 01 · 0.1sAskedCustomer messages the WhatsApp number about a late delivery.
- 02 · 0.6sIdentifiedMatched to the order from the phone number, no reference needed.
- 03 · 0.9sCheckedLive courier status and stock position read directly.
- 04 · 1.1sAnsweredSpecific date given, with the option to change the delivery address.
- 05 · escalationHanded overRefund requests and anything angry go to a person with the transcript attached.
Questions we get about AI Agents & Chatbots
Will it make things up?
It answers from your systems, not from memory, and it is built to say it does not know and pass over. We test that behaviour deliberately and show you the results.
Can it take payments or change orders?
It can, where the system allows it and you want it to. We default to read-only and add write actions one at a time, each one logged.
What about out of hours?
That is usually the strongest case for it. Enquiries at nine in the evening get a real answer instead of a form.
Do customers know it is an AI?
Yes. We say so in the first message. Pretending otherwise damages trust and, for some sectors, breaks the rules.
Which channels can you do?
Website, WhatsApp Business, and inbound phone. Email triage sits under Workflow Automation instead.
How do we know it is working?
Every conversation is logged and categorised. The monthly report shows resolution rate, escalation reasons and the questions it handled badly.