Customer Support
Basic Questions to the AI. A Person While You’re Open.
The AI answers the straightforward enquiries. If the caller needs a person, the call goes to the queue during opening hours. After hours, they are asked to call back, or to email the request so someone can ring them the next day.
Support
Open until 5:30After 5:30
Call back tomorrow, or email the request. A person rings them next day.
What the AI Handles, and What It Doesn't
The Basic Enquiry Stays with the AI
Order status, hours, and the questions you have written in are answered on the call. They do not wait for a free agent.
A Person, During Opening Hours
If they need someone, the call is routed to the queue while you are open. A complaint or a refund past the limit does not stay with the AI.
The Transcript Comes With It
The person who picks up can see what was already said. The caller does not start again from the order number.
The Same Queue as the Rest of the Floor
Support is a queue. Longest idle still applies. You can see who is talking, idle, or on a break.
After Hours, a Clear Next Step
When the queue is closed, the AI does not pretend a person is free. It asks them to call back, or to email the request so a person can call them the next day.
You Can Hear the Handover
Recording, with an opt-out, sits on the call. If the support SOP looks skipped, it is flagged for a person to confirm.
- Asked
- Where is order 1842?
- Told
- Out for delivery
- Needs a person
- Queue, while open
- After 5:30
- Call back, or email
What Changes for the Queue
Repeat Questions Leave the Queue
Status and hours are answered before they become a ticket someone has to open.
The Hard Calls Still Have a Person
A refund over the limit is not something the AI talks its way through. It is handed over.
The Handover Has the Context
The transcript is on the call. The agent is not asking for the order number a second time.
After Hours Does Not Fake a Queue
They are told to call back, or to email what they need. A person rings them the next day.
Other Industries
The phone system is the same. The queues, the hours, and what the AI is allowed to say are what change.
Orders, returns, and where the delivery is, without a ticket pile.
Inbound stays open. One client’s abandonment fell below 1%.
The AI books the meeting. A person joins when they want to talk.
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