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Automation system

AI Customer Service

Instant answers to routine questions, with clean escalation for the rest.

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Skip the demo and read every step

Who it is for
Businesses whose support staff answer the same questions every day, such as order status, opening hours or return policy.
The problem
Support queues filled with the same questions, and customers waiting.
What you get
Routine questions answered straight away, harder ones passed to your team with the full story, and a clear view of what customers keep asking.
Simulated run, sample data
Ready

This step

New question

A customer asks something through web chat, a messaging channel or a voice call.

Run log

OutputSimulated, sample data

The workflow, explained

Every step in plain words

The demo above runs through these same stages. Here is what starts the workflow, what happens at each step, who or what does it, and what you get from it.

  1. What starts it

    New question

    What sets it off

    A customer asks something through web chat, a messaging channel or a voice call.

    Who does it

    Your customer, on whichever channel you set up.

    What you get

    Customers get a response when they ask, not when a person comes free.

  2. Step 1

    Learn

    What happens

    Before going live, the agent is connected to your FAQ, policies and documents. When a question arrives, it looks there first.

    Who does it

    We set up the knowledge base. InfiniBot, our AI platform, reads from it.

    What you get

    Answers based on your real policies. Without this, an AI agent has to guess.

  3. Step 2

    Resolve

    What happens

    If the answer is in your information, the agent replies. In the sample, a customer asks where their order is and gets a shipping update.

    Who does it

    The AI agent, in chat, voice or messaging.

    What you get

    Your team stops retyping the same replies, and customers stop waiting in a queue.

  4. Step 3

    Escalate

    What happens

    The agent spots anything that needs a person, such as a double charge that needs account access. It passes the whole conversation across.

    Who does it

    The agent flags it, following escalation rules agreed with you. Your staff resolve it.

    What you get

    Customers do not have to repeat themselves. Without this, people get stuck talking to a bot.

  5. Step 4

    Report

    What happens

    Each conversation is logged under a topic, such as order status or billing, so you can see what people ask most.

    Who does it

    The system records it. You review the insights.

    What you get

    You can fix the cause, for example unclear shipping information, so the question stops coming in.

  6. What you end up with

    Insights

    What lands with you

    You see which conversations were closed by the agent, which went to your team and what the topics were.

    Who does it

    The system compiles it for you.

    What you get

    A plain picture of what customers need, plus fewer routine questions reaching your staff.

Sample runs

Two examples, start to finish

These are the same two runs as the demo above. The names and details are made up to show how the workflow behaves.

Routine question

Illustrative simulation, not live data

Starts with chat: "Where is my order?"

  1. Checked your FAQ and policies
  2. Answered in chat
  3. No person needed
  4. Logged under: order status

Result

Where is my order?

Source: shipping policy

Orders ship within two days. Yours left yesterday, and tracking is in your email.

Great, thanks.

Topic logged: order status

Resolved

Order status (sample)

Closed
Channel
Chat
Escalated
No

Needs a person

Illustrative simulation, not live data

Starts with chat: "I was charged twice"

  1. Checked your FAQ and policies
  2. Needs account access
  3. Passed over with context
  4. Logged under: billing

Result

I was charged twice this month.

Source: billing policy

Sorry about that. This one needs someone who can open your account.

Escalated with full context

I have passed your conversation to the team, so you will not need to repeat yourself.

Topic logged: billing

With the team

Billing (sample)

Hand-off
Channel
Chat
Escalated
Yes, with context

What you get

  • Knowledge base setupYour FAQ, policies and documents organised so the agent can use them.
  • Support in more than one languageCustomers can get answers in more than one language.
  • Web, messaging or voice deploymentSet up on your website, messaging or phone line.
  • Escalation rulesClear rules for what goes to a person.
  • Conversation insightsA view of what customers ask and where they get stuck.

Built with

InfiniBot
Our AI platform, which runs the agent.
Robovoice
Our voice-agent platform, for phone conversations.
n8n
Passes conversations and records between systems.
OpenAI
AI models that can write the answers.
Anthropic
AI models that can write the answers.

Exact tools depend on what you already use.

FAQ

Common questions

What is AI Customer Service?

Instant answers to routine questions, with clean escalation for the rest.

What problem does AI Customer Service solve?

Support queues filled with the same questions, and customers waiting.

Which channels does it work on?

Web chat, messaging or voice, depending on what you need.

What happens when it cannot help?

It spots what needs a person and passes the conversation over with context.

Do we need to replace our current tools?

Usually not. We connect to the tools you already use, and scope any changes with you first.

Next: Social Media Agents

Put AI Customer Service to work

Answer a few questions and send them to us. We will tell you what we would build, and what you do not need.

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