Customer service
Understands, replies and acts. Around the clock.
Elke receives customer enquiries, understands what is being asked, pulls order data from your shop and replies in your AI colleague's name. She doesn't just draft, she acts: looks up orders, changes delivery addresses, creates returns and initiates refunds. A human only steps in when she is unsure or the case needs human judgement.
How it works
Four steps from email to reply. You decide how far Elke may go on its own.
- 1
Triage & routing
A triage agent reads every message, extracts the order number and details and sends the case to the right specialist: Shipping, Returns, Product, Sales or General.
- 2
Context from the shop
Elke looks up the customer and fetches orders, tracking and product data, so every reply is built on real data rather than guesses.
- 3
Actions with control
Each agent has a fixed list of allowed actions and a confidence threshold. Write actions like address change and refund can be set to manual approval.
- 4
Autopilot & escalation
When confidence is above the threshold, Elke sends the reply herself. Complaints, negative sentiment, VIP customers or low confidence escalate automatically to a human.
See it work
Two walkthroughs: one agent at a time, and a whole day in customer service.
Customer service inbox
See inquiries get read, judged and answered
Subject
Where is my parcel?
See and calculate what you save on customer service by implementing our solution in your business.
- Reads, triages and routes every inquiry
- Writes and sends it herself when trust is high
- Hands the hard cases to a human
You could save approx.
The terminal is always included. What is the terminal?
Indicative estimate based on your input. We scope the exact potential together.
What it does
- Understands and classifies every enquiry on intent, urgency, sentiment and language, and routes it to the right agent.
- Automatically pulls order history, tracking and product data from the shop as context for the reply.
- Performs real actions: order lookup, address change, return, exchange and refund, up to a limit you set.
- Replies in the customer's own language and your tone, and sends automatically when confidence is high enough.
Works with
We connect to what you use. The systems below are examples, not a fixed list, and are set up per customer.
You set the limit
Each agent has a fixed list of allowed actions and a confidence threshold. Refunds and address changes can require your approval. Complaints, negative sentiment and VIP customers go to a human.
The customer has to know there is no human there
If you use an AI driven chatbot or assistant for customer service, you are obliged to tell the customer, before the conversation starts or at the very latest as it starts. It has to be plain to see in the chat window, so there is never any doubt. Transparency matters to us, and we keep our page on the requirements up to date so you can look the questions up as they come.
See the rules for AI generated contentSee Elke answer your own tickets.
In 30 minutes we show you the skill with your own systems and data.