AI customer service that answers at night too

An AI that handles everything on its own sounds appealing and is guaranteed to get something wrong one day. So we decide up front what it never does by itself: complaints, refunds, medical or legal questions, and anything where someone sounds angry or upset. In those cases it stops and you get the conversation with the context attached.

For the rest, which is usually eighty percent of the traffic, it's the same questions over and over: opening hours, prices, availability, where's my order. For those, an instant answer beats a good answer tomorrow.

Customers who get answers in the evening and on weekends, staff who no longer explain the same thing twenty times a day, and a calendar that fills itself. For clients with a lot of phone traffic, the effect shows up right away in the number of missed calls.

If your customer contact also needs to touch your CRM, calendar and invoicing, that's where AI automation and AI agents come in.