Solution · Customer service on every channel
However they reach you, an answer in one minute, 24 hours a day
Chat, phone, email and reviews all land in one queue — the agents handle the repetitive questions themselves and hand over only the cases that need judgement.
Shops, clinics, schools and service businesses where admins cannot keep up with chat, and customers wait an hour then disappear
Businesses taking dozens to hundreds of calls a day, most of them repeat questions, bookings or status checks
Companies with foreign customers or several branches, a small service team, and one standard of answer wanted on every channel
Every channel, one queue
Whichever channel they use it lands in the same queue
Switch between channels and look — what your team sees is different in each one, but it all ends in a single queue under a single set of rules
The team's shared queue
Pick a channel to look at
Customer
My order still hasn't arrived, I ordered on MondayAI Agent
I've checked for you — the parcel reached the Bang Na sorting centre at 08:12 and should arrive before noon tomorrow.Customer
If it doesn't make it, can I have a refund?The agent closes it
- Products, prices, stock, promotions
- Order and parcel status
- Opening an order or a booking in chat
Straight to a person
- Discounts outside the rules
- Exchanges and returns
- An unhappy customer
Answers from the real status in the courier system · refunds and complaints always go to a person
See the agent that runs this channelMock sample — names and numbers are made up. The real one follows your business.
When it goes to a person
Agents close the repeat work people take the hard cases
We set the rules together on day one and can adjust them every week — these four axes are what decides which case reaches a person
Type of question
Money, contracts, health, legal = people only
Customer mood
Any sign of unhappiness, or a request for a person, hands over at once
Value
High amounts or key accounts need a person to send
How sure the AI is
Below the threshold it does not guess — it hands over with a summary
Every handover carries a summary of the conversation, so the customer never has to start again — and every conversation is scored for quality, not just spot-checked
What is in this bundle
Agents working behind the queue six of them
Omni-channel Chat Agent
Every channel answered from one inbox
One inbox across LINE OA / Facebook / Instagram / web, with customer history across channels
A person decides: Discounts outside the rules, returns and exchanges, and any customer showing displeasure go to a person every time
First channel live in 2–3 weeks, every channel within 30 days
Voice Agent
Calls answered, bookings taken, status checked by phone
A Voice Agent taking and placing calls on the shop's existing number
A person decides: Refunds, complaints, medical or legal questions, and any customer asking for a person are transferred straight away, with no answer from the AI
Tested on real customer recordings in 3–4 weeks, first call type live in 4–6 weeks
Email & Ticket Agent
No email left sitting, every thread has an owner
A ticket system that sorts, prioritises and assigns automatically from email and web forms
A person decides: Email about contracts, penalties, compensation or major accounts always needs a person to read it and press send
In real use in 3–4 weeks
Multilingual Support
Thai, English, Chinese and Japanese, from the same team
Automatic replies in Thai, English, Chinese and Japanese (more languages added as real customers need them)
A person decides: Price negotiation, special terms and complaints from foreign customers are answered by the team, with the AI acting only as translator
Live on channels that already have an agent in 1–2 weeks
After-sales & Review Care
Follow up after the sale, answer reviews, bring customers back
A post-sale message sequence (say day 1 / 7 / 30) over LINE or email, tuned to the product
A person decides: Replies to bad reviews and any compensation are approved by a person every time. The AI only drafts.
In real use in 2–3 weeks after the Chat Agent
Escalation & QA
Hand over at the right moment, and score every conversation
Clear handover rules: type of question, customer mood, deal value and the AI's confidence
A person decides: The team lead decides on any case marked low quality, and approves every change to the rules or the knowledge base
Live with the first channel, with rules tuned weekly through the first 2 months
How it is measured
The numbers we agree on before work starts
under 1 minute
Time from message to reply
24 hours a day, down from 1–3 hours on average within business hours, and the AI closes around 60–75% of questions itself, from the cases we have done.
40–60%
Calls closed without a person
Typical for bookings, status checks and order confirmations. We open one call type at a time, measure the numbers weekly, then move on to the next.
down 50–70%
Average time to close
From the cases we have done, standard cases close in minutes, and email sitting over 24 hours drops to near zero within 2 months.
same as Thai customers
Response time for foreign customers
Usually 3–5 times slower before. The close rate on foreign customers depends on the product, so that target is set per business.
+15–25%
Customers buying again
Within 3 months, from the cases we have done, with every bad review answered within 24 hours.
100%
Conversations quality-checked
Up from roughly 2–5% by spot check, and CSAT usually keeps improving once the knowledge base is fixed on a weekly cycle.
Which channel we usually start with
Most start with the Omni-channel Chat Agent, because chat comes with a back history the AI can learn from and it is the fastest thing to measure. Voice and Email follow in month 2–3 — if the phone line is your main bottleneck, start with Voice instead.
FAQ
What owners ask before they start
If the AI answers wrongly and the customer is harmed, who is responsible?
We design the AI to answer alone only where the knowledge base has a clear answer, and to say “let me pass this to a member of staff” when it is not sure. Money, compensation and anything with legal consequence always goes through a person. Before go-live we test against your real past conversations, and for the first month you can run it with a person checking before anything is sent.
How well does a Thai Voice Agent really work?
Well enough for real work. We deliver a Voice Agent that speaks clear Thai, takes and places calls for bookings, status checks, order confirmations and payment chasing, and sends the team a summary of every call. The way we work is one call type at a time, tested on real customer recordings first, then expanded. Refunds, complaints and medical or legal questions are transferred to a person straight away, with no answer from the AI.
Do we have to change our phone number, LINE OA or the systems we use?
No. We connect to your LINE OA, your page, your email and your existing number. In most cases the ticket system or CRM you already use can be connected too. If you have nothing at all, we can start you on Google Sheets or a light tool.
Is customer data in chats and call recordings safe under PDPA?
We map the data from day one: which pieces may go to the AI and which have to be masked, such as ID numbers, bank accounts and health records. Call recordings are disclosed to the customer and given a retention period, and processing can run on systems inside your company if the business needs it.
We already have a customer service team. Do we have to cut people?
From the cases we have done, the existing team usually moves to the work the AI cannot do: major accounts, complaints and selling more. The AI takes the repeat questions and the hours outside opening time. The result is the same team handling several times the customers, and we report the numbers every month so you can see it pays.
Related use cases
Services used to build this
Start with the channel where customers wait longest
A free 30-minute call. We will look at your chat, call and email volume and tell you plainly which channel to start with, roughly what share the AI can close itself, and where a person must always decide. No commitment.