The customer service agent that answers from your knowledge
More than a chatbot with text blocks: the agent understands the request, finds the answer in your knowledge base, creates a ticket if needed and hands over with the full history to your team.
The agent identifies itself as AI – transparent and traceable.
Customer service agent
- Answers only from your knowledge base
- Source of the answer is traceable
- Hand-off with conversation history
- AI disclosure in chat
Guideline values and concept – not results of real customers.
Customer service agent: What the work looks like in the dashboard
Everything important at a glance: what the agent has handled, what needs your approval and what was handed to a person.
Automatic where it is safe – with a person where it matters
Every step is visible and traceable. In special cases or when unsure, a person decides.
- 1Request comes inChat, email or form
- 2Understand the requestTopic and urgency
- 3Check the knowledge baseApproved sources only
- 4A person decidesSpecial cases and exceptionsA person decides
- 5Reply & logAnswer, note, history
Concept illustration. We define the exact flow together with you in the analysis call.
See the dashboard and flow for your case?
In the demo we show both using your processes – no obligation, 30 minutes.
An everyday example
Invented dialogue for illustration.
- Answer referring to your terms
- Action after approval
- Ticket for your team
What the agent may do – and what not
The agent handles itself
- Answer standard questions
- Retrieve status and delivery info from your systems
- Create tickets with all details
- Categorise and prioritise requests
Submitted for approval
- Goodwill and refund decisions
- Answers outside the knowledge base
- Escalations
Never does
- Invent answers when the source is missing
- Change or cancel contracts
- Pose as a human
Where the agent can connect
- Website chat
- Ticket system
- Shop / ERP system
- Knowledge base
Which systems can be connected is clarified in the analysis call – it depends on the interfaces of your software.
Typical fields of use
Retail
Questions about delivery, returns and products.
Service providers
Appointment questions and status information.
Manufacturing
Spare-part requests and documentation.
Real estate
Questions from prospects and tenants.
Calculate with your own numbers
A thought model for standard requests.
You stay in control
AI agents only work within the rules you define together with us.
People decide
Important steps are submitted for approval. You decide what may run automatically.
Traceable
Every action is logged so you can always see what happened.
Privacy from the start
Built with GDPR in mind: data minimisation, processing agreements and deletion concepts are planned from the beginning.
AI disclosure
Agents identify themselves as AI towards customers, as the EU AI Act (Art. 50) envisages for interaction with AI systems.
Legal requirements depend on the individual case. We do not replace legal advice.
How the rollout works
Manageable, in stages, with clear decision points.
Analysis
Joint conversation, document the process, define goal and limits.
Pilot · 4–8 weeks
Limited deployment with real but non-critical cases.
Go-live
Step-by-step release, training, hand-off rules.
Optimisation
Evaluation, adjustment, controlled expansion.
Answers to the most common questions
How is this different from a normal chatbot?
A classic chatbot follows fixed decision trees. The agent understands free text, searches your knowledge base and can trigger actions – for example creating a ticket. Decisive steps it submits for approval.
Can the agent say wrong things?
AI systems can be wrong. That is why the agent answers only from your reviewed knowledge base, names the source and hands over when unsure. We test this with your real questions before go-live.
How is the knowledge base maintained?
It stays in your hands. We set up a simple maintenance process and show how your team updates content.
What about privacy in chat?
We minimise collected data, point out the data processing in the chat and only load the agent after consent where required. We discuss details in the privacy concept.
Does it work by email too?
Yes. An email agent prepares replies; you decide whether they are sent automatically or submitted for approval.
You might also be interested in
Phone agent
Answers calls, handles standard questions and books appointments.
Learn more
Knowledge agent
Searches your documents and answers with source references.
Learn more
Retail
Shop, service, orders
Learn moreLet’s talk through your case in 30 minutes.
We show you what an AI agent or software solution can take on in your business – and what it cannot. No obligation, no sales pressure.
- Usually a reply within 1 business day
- No sales pressure
- A personal contact
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