Convert · Turn enquiries into customers
AI customer service that answers your customers from your own knowledge
AI that handles common customer questions and passes the rest to a person.
We reply within one working day. No obligation.
Your team answers the same questions all day
"When is the engineer coming?" "What is your returns policy?" "Can I change my appointment?" The same questions arrive every day, in every channel.
Questions sent in the evening wait until morning, so customers chase or complain.
Answers vary depending on who replies, and the knowledgeable people get pulled away from work only they can do.
What an AI customer service agent can handle
Questions about your policies, opening hours, service areas, warranties and returns.
- 01How-to and product questions, answered from your own guides.
- 02Status questions, such as where a job or order has got to, where your systems allow a safe lookup.
- 03Simple changes, such as moving an appointment or updating contact details.
- 04Logging a new issue with the details your team needs.
- 05It passes to a person: complaints, anything involving money or a dispute, vulnerable customers, and anything it is not sure about.
How it works
A customer asks a question on your website chat, by email or on WhatsApp.
The agent works out what they need and, if required, confirms who they are.
It looks for the answer in your approved knowledge: policies and guides in SharePoint, your FAQs and, where allowed, the customer's record.
It answers, or takes the agreed action and records it in your CRM or case log.
If confidence is low or the topic is sensitive, it hands over to the right person with a summary.
Customer service chatbot or AI agent?
A traditional customer service chatbot follows a script and gets stuck when the question does not fit. An AI customer service agent understands the question in plain English, finds the answer in your own material and can take simple actions. The rules about what it may say and do are still yours. If you are comparing an AI chatbot for customer service, check that it can both understand the question and act on it. That is the practical test when you use AI for customer service.
Next step
We reply within one working day. No obligation.
Customer service automation your team will notice
Beyond the conversation, the agent tags and logs every query, routes cases to the right person, and gives you a simple view of what customers ask most. That shows you which guides to improve and which questions could be answered before customers need to ask.
AI customer service, AI Front Desk or AI IT helpdesk?
AI customer service: answering existing customers' questions. This page.
AI Front Desk: first contact with new enquiries from people who are not customers yet.
AI IT helpdesk: answering your own staff's IT questions.
What you get
A review of the questions customers ask and where the answers live.
Channels, identity checks and escalation rules agreed with you.
Your knowledge organised so the agent can use it: policies, guides and FAQs in SharePoint.
The AI customer service agent configured and connected to your CRM or case log.
Testing with real past questions, a walkthrough for your team and handover notes.
What it is built with
Copilot Studio or Azure OpenAI for the conversation, SharePoint for your knowledge, Power Automate for lookups and actions, Microsoft Teams for handovers, and the WhatsApp Business Platform where WhatsApp is included. For more on data handling, see our Azure OpenAI service page.
How we set it up
- 01
Understand
We look at what customers ask, through which channels, and how your team answers now.
- 02
Assess
We agree what the agent answers, what it can look up or change, and when it hands over.
- 03
Improve
We organise the knowledge, build the agent and test it with real past questions before launch.
- 04
Support
We review conversations with you in the early weeks and fill any gaps. Ongoing support is available.
What it looks like in practice
Illustrative example, not a client result: a property maintenance company gets daily messages from tenants asking when a contractor will arrive. The AI customer service agent checks the job record, replies with the booked slot, offers to move it if needed and logs the conversation. A tenant reporting a leak through the ceiling goes straight to the on-call manager.
FAQs
Common questions
Is this just ChatGPT on our website?
No. The agent answers from your approved knowledge and records, follows your rules about what it can say and do, and hands over to a person when it should. The value is in that setup, not the model on its own.
Can it look up a customer's own information?
Where your systems allow it, yes, with identity checks agreed with you first. If a safe lookup is not possible, it takes the details and passes the question to your team.
Will customers find it frustrating?
Not if it is set up well. It answers what it can, admits when it cannot, and offers a person at any point. Customers mainly get frustrated by waiting, which this reduces.
What about data security?
It uses Microsoft services under your existing Microsoft agreement wherever possible, and we document what data it can reach. If your Microsoft 365 permissions need tidying first, we will say so.
Which channels can it cover?
Website chat, email and WhatsApp. We usually start with the channel where most questions arrive and add others once it is working well.
How much does AI customer service cost?
It depends on the channels, systems and volume of questions. We scope it after the consultation and give you a clear proposal before any work starts.
Tell us what is not working
You don't need a fully defined project before you talk to us. We reply within one working day.