Customer questions answered instantly, without your team working harder
The same questions come in every day: where is my order, when is the engineer coming, how do I cancel my subscription. With AI customer service your customers get an answer straight away, on your website, in WhatsApp and by email, in your tone of voice and based on your own information.
For SMBs and multi-location organisations.
Example of a WhatsApp conversation. Customer: Hi! Where's my order? I expected it today. AI assistant: Your parcel is on its way and will be delivered tomorrow between 10:00 and 12:00. Customer: Great. Can it go to a pickup point instead? AI assistant: Lisa from the team will change that for you tomorrow morning. She can already see this conversation.
Sound familiar?
- Your team spends all day answering questions that are already somewhere on your website.
- In the evening and at weekends, messages sit waiting until Monday morning.
- Customers ask the same thing by chat, email and WhatsApp, and nobody sees the full picture.
- When it gets busy, waiting times go up and the really tricky questions get lost among the rest.
What AI customer service does for you
For your customers
An answer the moment they ask, even at 11 pm. No queue for a simple question, and a real person when things get complicated.
For your team
Less repetitive work. Questions that need a person arrive complete and in the right place, with the context of the conversation attached.
Behind the scenes
The AI works with your knowledge and, where needed, with your own systems, such as your order, scheduling or customer system. That way a question is not just answered, it is resolved.
Channels: where your customers get in touch
Your customer chooses the channel, and you no longer have to answer everywhere separately.
Chatbot for your website
Instant answers the moment a visitor hesitates or has a question. → Chatbot for your website
WhatsApp
Customer contact in the app your customers already use all day, including updates and appointments. → WhatsApp chatbot
Email and tickets
Incoming email is read, sorted and answered straight away where possible; the rest is ready for your team. → Email and ticket automation
Phone
AI on the phone is possible too, through specialised partners; XPRT sets it up and connects it to the rest of your customer service.
What AI handles for you
Channels are about where your customer asks. This is about what happens next.
23:04
Your team is asleep. Your customer still gets an answer.
Example at 11:04 pm: a customer asks whether you are open tomorrow and gets an instant answer.
Frequently asked questions, day and night
Opening hours, delivery times, terms, how something works. Your customer gets an answer straight away, outside office hours too.
Routing and handover
Every question reaches the right person, department or location. When a team member takes over, the customer does not have to repeat anything.
Order status and returns
Your customer sees where their order is or starts a return, without anyone on your team having to look up what the system already knows.
Product advice
Questions like "which one suits me?" get an honest answer based on your range and your terms.
Qualifying leads
An interested visitor gets the right follow-up questions, and your sales team receives a complete enquiry.
Booking and rescheduling appointments
A viewing, a trial class or an engineer visit: your customer books or moves it themselves, within the rules you set.
Setup and support: what sits behind it
Good AI customer service stands or falls with what sits behind it.
The AI puts together an answer from cards in your knowledge base: returns policy, delivery and pickup points.
Helpdesk setup
One place where your team sees and takes over every conversation. With your existing helpdesk, or a new one you choose together with XPRT. → Helpdesk setup
Connections to your systems
Your order, scheduling or customer system connected, so the AI can not only talk but also look things up and record them. More on this: integrations and connections
Knowledge base
The information the AI draws on: your own texts, terms and procedures, kept clear and up to date so the answers are right.
Technical support
If you get stuck or something changes in your systems, you have one fixed point of contact. More on this: maintenance and support
Which industries
Every industry has its own questions. See what often comes in for yours:
How we work, in 6 steps
- Step 1
Mapping your questions
- Step 2
Platform advice
- Step 3
Setting up knowledge and channels
- Step 4
Connecting
- Step 5
Testing with real questions
- Step 6
Live, monitoring and improving
People stay in control
Example conversation. Customer: I'd like to move my membership to a different location. AI assistant: That's possible. Because your contract is still running, I'll pass you to a colleague. Lisa from the team is taking over Lisa (team): Hi, I'm Lisa. I can see your question, I'll sort it out right away.
Handover
For a tricky or sensitive question, a team member takes over with the full conversation attached.
Boundaries
You decide what the AI does and does not talk about, and which questions always go to a person.
Privacy
Your customer data is only used for what it is needed for. A data processing agreement is put in place with the supplier, and you know in advance which parties are involved.
Why XPRT
You're not locked in
We are an agency, not a software vendor. We choose what fits each situation: your helpdesk, your channels and your privacy requirements.
We finish the job
Not just a chat window, but also the connections to your systems, so questions actually get resolved.
We keep an eye on it
After go-live we review conversations and add to the knowledge, so your customer service keeps improving instead of standing still.
Frequently asked questions
What exactly is AI customer service?
Software that reads and answers your customers' questions based on your own information, through the channels your customers already use. Questions that need a person go to your team.
Will AI replace my customer service staff?
No. The AI takes over the repetitive work, so your team has time for the conversations where a person makes the difference. You decide what always goes to a team member.
Do I need to buy a new system?
Not necessarily. It often works with your existing helpdesk and systems. If that is not a good fit, you get advice on what is, without being tied to one vendor.
Does it work for organisations with multiple locations?
Yes. Opening hours, services and contact people can differ per location, and questions reach the right location.
What if the AI doesn't know the answer?
Then it says so honestly and passes the conversation to your team. The question is then used to add to the knowledge.
What does it look like for my customers?
Try it yourself: on Try the AI live you can ask a question and see how an answer comes together.
Curious what this could do for your customer service?
Ask the AI a question your customers often ask, or book a demo for your situation.