Recurring questions
Helps customers find the right information faster based on the materials you provide.
AI Agent for sales and customer service
An AI Agent tailored to a specific process in your company.
It answers questions, collects the information needed and guides the customer to an offer, a booking or the right person.
Where it applies
Where recurring questions and tasks take time away from the team.
Incomplete enquiries
Asks for missing information and gives the team fuller context for the case.
Choosing the right offer
Helps narrow down the available options based on the customer's needs and criteria.
Passing cases on
Summarises the conversation and routes the enquiry to the right person or department.
Chatbot or AI Agent?
The difference begins where the fixed scenario ends.
Simple chatbot
It follows a predefined scenario. It works well for simple questions and predictable paths.
AI Agent
It understands the context of the conversation, uses selected sources and guides the user to the right action.
The scope of action and the point of handover to a person are defined before launch.
How it works
From the first question to the right action.
The customer starts the conversation
They ask a question or describe their need.
The AI Agent recognises the context
It identifies what the case is about and what the customer needs.
The AI Agent completes the information
It asks for the details needed to move forward.
The AI Agent uses sources
It draws on the provided offer, knowledge base or connected data.
The AI Agent provides an answer
It gives the right information or presents the available options.
The AI Agent sends the case further
It guides the customer to the next step or hands the case over to the right person.
Information sources
The AI Agent uses only the sources you specify.
The company defines which materials and data the Agent may use. Access is limited to the information needed for the specific task.
Fixed information
Offer details, knowledge base, documents, instructions and service principles.
Data that changes over time
Dates, availability, statuses and other current data require a connection to the right system.
When an answer is missing
The Agent does not guess. It can ask for more information, explain a limitation or hand the case over to an employee.
Connected elements
The website, the AI Agent and the company tools each play a different role.
Website
It presents the offer, forms and the place where the customer can start the conversation.
AI Agent
It uses the selected sources and guides the customer to the right action.
Company tools
CRM, calendar, email, offer database or booking system can provide or receive the data needed.
Not every system allows the connection needed. We confirm the scope of integration after reviewing the tools, data and project goal.
The human role
Not every case should end with an answer from the AI Agent.
Required information is missing
The Agent indicates the limitation, can collect additional data and hand the case over to an employee.
The customer asks for contact
The case can be handed over to an employee when the customer needs direct contact or an additional explanation.
The case requires a decision or specialist
Topics requiring approval, individual assessment or specialist responsibility go to the right person.
Context before handover
The Agent can prepare a conversation summary so the employee does not have to start from the beginning.
Handover rules require testing, observation after launch and later adjustments.
Designing the AI Agent
First we define the task, the sources and the boundaries of operation.
We define the task
We define who the AI Agent should help and what action the user should be guided towards.
We select information sources
We select the necessary materials and data and check that they are up to date.
We design the conversation and boundaries
We define questions, possible paths and situations in which the Agent should hand the case over.
We define integrations and handover
We define the required connections and the moment when the case is handed over to an employee.
We test the key scenarios
We test typical questions, missing data, unusual situations and how the conversation ends.
Use case analysis
Let's see where an AI Agent can make sense in your company.
For the first analysis, we need:
- information about what the company does,
- a description of the current customer service process,
- examples of recurring questions or tasks,
- an indication of where the necessary information is stored,
- a definition of what the customer's next step should be.
Start with a short brief.
Marcus will help you organise the key information about the project.
Start the briefPrefer to talk directly?
Write a few lines about your company and the area you want to improve.
Contact us