Order tracking
The customer asks where their delivery is. The AI finds the order in your system, reads the carrier status and replies with the estimated date. No human involved, and the customer has an answer in twenty seconds instead of half a day.
USE CASE · CUSTOMER SERVICE
AI for customer service
Answer simple requests in seconds, so your teams can focus on the real ones.
The starting point
In most companies we meet, seven requests out of ten are variations on the same handful of questions: where is my order, what are your hours, how do I return an item, did you receive my document. They take up most of your team’s time, and they are exactly the ones a well-fed AI answers correctly. The rest — edge cases, unhappy customers, commercial decisions — needs a human, and deserves their full attention.
How the flow runs
- 01Human
The customer writes or calls
Email, form, chat or phone: the entry point does not change for the customer, who has nothing new to learn.
- 02AI
Request analysis
The AI identifies the intent, retrieves the customer record if one exists and looks for the answer in your procedures and history.
- 03AI
Answer or preparation
If the answer is reliable, it goes out directly with its source. If not, the AI prepares a documented draft your agent validates in seconds.
- 04Human
Escalation to a human
Complaint, tense tone, sensitive subject or out-of-scope request: the case moves straight to the right person, with the context already summarised.
What actually changes
- Simple requests get answered at night and on weekends, without hiring
- Your agents arrive to a pre-sorted queue rather than a pile
- Answers become consistent: two customers asking the same thing get the same thing
- Your best agents’ knowledge no longer walks out when they change roles
Where it applies
After-sales serviceReception and front deskClinics and appointment bookingE-commerceMunicipal servicesFirst-line technical support
Two typical situations
Product complaint
The tone signals dissatisfaction and the subject involves a refund. The AI does not answer: it flags the request as high priority, summarises the customer history and assigns it to an experienced agent.
What we measure
We do not announce a gain before measuring it at your site. These indicators are recorded before deployment, then tracked month after month.
- First response time, per channel
- Share of requests resolved without human involvement
- First-contact resolution rate
- Number of wrongly escalated requests, in both directions
- Customer satisfaction measured after an AI-handled exchange
What the AI must not do here
Setting these limits from the outset is what makes the rollout acceptable to your teams and your customers alike.
- Handle a complaint, a dispute or a refund request
- Make a commercial commitment: discount, goodwill gesture, exception
- Answer on a medical, legal or contractual matter
- Continue the conversation when the customer explicitly asks for a human
- Improvise when the information does not exist in your documents
The modules that deliver this scenario
Your teams deserve better than repeating the same answers.
We start from your real requests over the last three months to estimate what can be automated — and above all what should not be.
Analyse our requests