01Solution
System components
- connections to the agreed contact channels
- an index of approved documents with their versions
- the confidence threshold and the handover rules
- a log of replies with the source named
- documentation and handover to the team
Customer service
Replies to repeat customer questions
Some questions already have an answer in a contract, a price list, a manual or the documentation. The system finds it, drafts the reply and names the document it came from. Below the agreed confidence threshold, the case goes to a member of your team.
Free consultation
Every reply is written to the log together with its source, so you can check what the system said and on what basis.
- 01
Input
A question from a form, a mailbox, a chat or another channel agreed during the audit.
- 02
Decision
A reply with its source above the confidence threshold, a handover to a person below it.
- 03
Outcome
The reply with the customer, an entry in the log and a record of who closed the case.
01Situation
When to review the process
Repeat questions rarely reach a report. You see them in the mailbox and in how the team spends its day.
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Repetition
The team answers the same questions
Lead times, the scope of the contract, warranty terms and payment methods come back in message after message.
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Sources
One reply needs several documents
Someone checks the contract, the price list and the manual before writing two sentences to the customer.
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Queue
Simple questions queue with complex ones
A case with a ready answer waits in the same queue as a request that needs proper analysis.
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Consistency
Replies differ from person to person
Two members of the team describe the same condition differently because each is working from a different version of the document.
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Currency
The customer is quoted an outdated term
A change to the price list or the terms of business does not reach every reply template.
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Control
There is no record of recurring topics
Without a register it is hard to judge which questions take up most of the team's month.
02Flow
From question to reply
Every step leaves a record, so the path of a single case can be reconstructed later.
Step 1
Intake
The system receives the question and records the channel, the time and the sender's details.
Step 2
Search
It searches the approved documents and selects the passages that match the question.
Step 3
Confidence check
It compares the result with the agreed threshold. A lower value sends the case to a person.
Step 4
Reply with source
It drafts the text and attaches a reference to the document and its version.
Step 5
Log entry
It records the question, the reply, the source and how the case was closed.
03Rules
What drives the reply
We agree the rules with the people who answer customers today and with those responsible for the content of the documents.
Sources
Documents approved for replies
Contracts, price lists, manuals and documentation named by your company.
Versions
The version currently in force
The system works from the current text, and older wording stays outside the scope of replies.
Threshold
Required level of confidence
Below the agreed value the system does not reply on its own and passes the case on.
Exclusions
Topics reserved for people
Complaints, terminations and individual arrangements go to a person regardless of confidence.
Customer
Terms of the specific contract
The reply reflects the terms that apply to that customer, provided the system can reach those records.
Exceptions
Questions the sources do not cover
A topic not described in the documents goes to a named person together with the message and the reason for the handover.
04Measurement
How we check the result
We collect the baseline before go-live, from data already available in your current service operation.
Autonomy
Share of cases closed without a person
Questions the system answered that did not later come back to a member of the team.
Time
First response time
From the arrival of the question to sending the reply to the customer, counted separately for each channel.
Quality
Replies corrected by a person
Cases where the text needed changing before it was sent, or a correction afterwards.
Coverage
Questions the documents do not answer
Topics that cannot be settled from the sources. This list points to the gaps in your documentation.
Workload
Cases passed to the team
Requests routed to a person because of the confidence threshold or an exclusion rule.
Topics
Most frequent questions in the period
A breakdown by topic, useful when improving manuals and the content on your website.
05Scope
What delivery covers
We set the technical scope alongside the material needed to name the sources, the confidence threshold and how the solution will be signed off.
02Assessment
Material from your side
- sample questions from recent months
- contracts, price lists and manuals approved for replies
- the person responsible for keeping documents current
- access to the systems in a test environment
- data on your current response times
06Questions
Common questions
Answers about sending to customers, sources, document updates and the limits of the process.
That is up to you. Above the confidence threshold the system can send the reply itself or prepare it for approval by a member of your team. Either path can be switched on separately for chosen topics.
Contact
Test the process on your own questions
In the first conversation we go through your contact channels, the documents that can be used for replies and how questions are handled today. On that basis we set the scope of the audit.
- 01
Questions
We gather examples from recent months and identify the topics that come back most often.
- 02
Sources and threshold
We agree which documents can be used for replies and when a case has to go to a person.
- 03
Assessment scope
We identify the data needed to measure your current response times and plan a test.