An AI customer service agent answers enquiries on WhatsApp, on the web or by email using your company’s information, carries out simple actions —checking an order, booking an appointment, opening a ticket— and hands over to a person anything that needs judgement. Done well, your team stops answering the same questions all day and focuses on the cases that need them.
What it solves and what it should hand over
- Solves: frequent questions, order or request status, opening hours, requirements, appointments and simple changes.
- Hands over: complaints, negotiations, policy exceptions and customers who ask for a person, always with the history.
Channels
- WhatsApp: the main channel in Latin America; it requires the official WhatsApp Business API (see WhatsApp AI agent).
- Web: a chat on your site, like the one you can try on this page.
- Email: request triage and replies, with human review when needed.
What it needs
- An up-to-date knowledge base: policies, FAQs, procedures.
- Integrations with your order, booking or ticketing systems.
- Clear escalation rules and a team to receive hand-overs.
Metrics to measure it
- Resolution rate: enquiries resolved without human intervention.
- First response time and total resolution time.
- Hand-overs: how many and why; they show where to improve the agent.
- Satisfaction: a short question at the end of the conversation.
- Errors: wrong answers found in the weekly review.
A real case
At a Peruvian legal platform, an agent that answers questions in natural language, classifies documents and routes each case to the right lawyer cut customer service time by 60%.
Common mistakes
- Launching without testing on real conversations.
- Hiding from customers that they are talking to an AI.
- Not offering a quick way to reach a person.
- Not reviewing conversations after launch.
Chat with our agent and try it, or see our nearshore AI agent development service.