ChatbotsConcept
First-line support for a subscription service: plans, billing questions and order status, with a person one tap away.
- Scope
- AI chatbot · Messenger and website
- Built with
- MessengerKnowledge baseHandoverAnalytics
The brief
Most support messages repeated the same twenty questions. Response times grew, and the small team spent evenings on things a well-built assistant could answer.
What we built
A chatbot trained on the help centre and plan details, connected to order status, with clear escalation to a human and a dashboard showing what customers ask most.
What it delivers
- Routine questions answered immediately in both languages
- Order status lookups without waiting for an agent
- Human handover with the full conversation attached
- Analytics that show which topics need better documentation