Email, WhatsApp and chat with no coordination
Each channel in its own silo. The same customer in 3 conversations at once, agents stepping on each other’s toes and contradictory answers.
The problem
Customer service without a system is only half the job
These are the typical bottlenecks in support and customer service operations that still run on scattered inboxes and the team’s memory.
The same questions, a thousand times
60% of tickets are about the same things: order status, returns, invoice questions. Your team keeps answering the usual instead of solving what matters.
Unmeasured SLAs, unhappy customers
Without committed response times or alerts, urgent cases sit in the queue. And when a ticket blows up, the team finds out from a bad review.
No data, no improvement
NPS and CSAT are textbook terms, not real numbers. Without measuring, you can’t compare, prioritize training or invest where it matters most.
Single inbox
Every channel, one prioritized queue
Email, WhatsApp Business, website chat, social media and forms converge in a unified inbox. AI classifies each ticket by urgency and intent before it reaches an agent.
WhatsApp Business
Official API · templates · multi-agent
Shared inbox · auto-classification
Website chat
Widget · bot + human handoff
Instagram / Facebook
DMs and comments in one place
Forms
Website, mobile app and QR codes as tickets
Calls
Transcription and skills-based routing
Single inbox
AI-prioritized queue · live SLA
- #4821 · Order not receivedUrgent
- #4820 · Size exchangeMedium
- #4819 · Invoice questionLow
- #4818 · Login issueMedium
Intent: return Sentiment: neutral AI suggestion
The cycle
Capture, classify, respond, resolve
Four clear stages every conversation goes through. AI does the heavy lifting at each step, so agents only step in where they add value.
Capture
Email, WhatsApp, chat, social media, calls and forms flow into a single queue, without losing the context of the original channel.
Classification
AI detects intent, urgency and product. Automatic tagging, priority assignment and routing to the right team.
Response
Templates, AI suggestions for agents and automatic replies to customer FAQs. The team edits and sends in one click.
Resolution
Closed with a measured SLA, an automatic CSAT survey and feedback to the AI so it answers better next time.
Capabilities
What we automate in your support operation
We combine generative AI, business rules and hands-on customer service experience to automate repetitive work without losing the human touch.
AI-suggested replies
The assistant reads the ticket, searches your knowledge base and proposes a reply. The agent reviews, adjusts and sends. Faster responses without sacrificing quality.
- Trained on your FAQs and history
- Editable draft before sending
- Tone and style matched to your brand
Smart routing
Each ticket reaches the right agent or team based on channel, language, product, customer value and the team’s current workload.
- Skills- and SLA-based rules
- Automatic load balancing
- Dedicated routing for VIP customers
SLAs and automatic escalation
Committed response times by ticket type and customer. Alerts, reminders and automatic escalation before the customer complains.
- Supervisor alerts before an SLA breach
- Reassignment if the agent doesn’t respond
- Live compliance metrics
A living knowledge base
We centralize articles, FAQs and procedures. Your team keeps them up to date, the AI consults them and customers use the public self-service portal.
- Editor for non-technical users
- Improvement suggestions from tickets
- Multilingual public portal
Sentiment analysis
We detect angry customers or churn risk as soon as the ticket comes in. Immediate priority and an alert to supervisors.
- Real-time detection
- Churn-risk tags
- Customer health dashboard
Live CSAT and NPS
Automatic surveys when a ticket is closed, dashboards with CSAT, NPS, FCR, response times and volume. Data to decide where to improve, what to train and what to automate.
- Multichannel post-resolution survey
- Dashboard by agent and team
- Exportable to your corporate BI
Typical results
What moves the needle when it’s done right
Typical improvements after three months running the unified inbox and AI assistance in production.
Implementation
From assessment to continuous optimization
We roll out in phases so the team can absorb the change without stopping operations. A first working version in 4 to 6 weeks.
01
Channel assessment
We audit active channels, volume, team and current tools to design the target operation.
02
Integration
We connect email, WhatsApp, chat, social media, CRM and back office to the unified inbox you choose.
03
AI training
We load FAQs, manuals and ticket history, then fine-tune prompts, tone and human-handoff thresholds.
04
Go-live
Team training, a controlled launch and hands-on support during the first weeks of real operation.
05
Continuous optimization
Monthly KPI reviews, AI adjustments and new automations based on what the team learns.
FAQ
Common questions about customer service automation
What tools do you use?
Front, Intercom, Zendesk, Freshdesk, HubSpot Service Hub or custom builds on the WhatsApp Business API. We choose based on volume, required integrations and budget.
Will it replace my customer service team?
No, it makes them more effective. We automate the repetitive work (order status, returns, FAQs) so your team can spend its time on complex cases.
How does the AI assistant work?
It’s trained on your knowledge base (FAQs, manuals, ticket history). It answers common questions, suggests replies to agents and hands over to a human when it isn’t sure.
Is the WhatsApp Business API compliant?
Yes. We use the official WhatsApp Business API through certified providers (Meta BSPs). Pre-approved templates and customer opt-in requirements are met.
How soon will I see it working?
A first version in 4–6 weeks: a unified inbox for 2–3 channels and basic AI-powered FAQs. Improvements and new channels follow in iterations.
Does it integrate with my CRM and ERP?
Yes. We connect the inbox to HubSpot, Pipedrive, Salesforce, Odoo, Dolibarr or your custom system via API. Agents see customer data without switching tabs.
Shall we audit your customer service operation?
A 45-minute session to review channels, volume, response times and tools. You come away with a clear plan of what to automate first and what impact to expect.