Customer service and supportYour customer service is overwhelmed? The same questions come back every day.
Requests come in by email, phone, chat and social media, at all hours. A large share concerns the same topics: a delivery time, a password, a return, a feature. Meanwhile, the cases that genuinely deserve attention wait. Kopus helps you absorb the repetitive volume without lowering the quality of the answers, and keep the human touch where it counts.
Request triageWhat answers itself, what goes to an adviser
Whatever its channel, every request goes through the same triage. A frequent question gets an immediate answer drawn from your validated sources; a status or procedure request is checked then guided; a complaint or a sensitive case goes straight to an adviser, file prepared. The hand-over rule to a person is written at design time, and every question left unanswered goes on to complete the knowledge base. This is the logic behind our customer support chatbot and the workflows around it.
Channels:
- Phone
- Chat
- Social media
Triage:
Frequent question
delivery time, password, return, feature
Automatic handling:
Assistant
Answers from the validated sources and knows its limits
Resolved without intervention, exchange logged
Triage:
Status or procedure
where is my order, how do I
Automatic handling:
Assistant and workflow
Checks the status, guides to the right procedure, acknowledges receipt
Resolved, or file routed to the right team
Triage:
Complaint or sensitive case
goodwill gesture, dispute, ambiguous situation
Automatic handling:
Workflow
Acknowledgement, qualification, assignment, prepared file
Passed on without waiting
Adviser:
The adviser receives
- The history of the exchange
- The qualified and assigned request
- The customer’s file
- The elements already gathered
They keep in hand
- Complaints
- Goodwill gestures
- Ambiguous situations
Less copy and paste, more time to resolve and advise.
Hand-over rule to a person
- The assistant is not sure of its answer
- The customer asks for a person
- The topic falls outside the validated sources
- The request is binding: refund, dispute, goodwill gesture
Validated sources
- Up-to-date documentation
- Validated procedures
- Terms and conditions
The assistant only reads what has been validated.
Unanswered question goes back to the team and enriches the knowledge base
What we seeAn overwhelmed service is not a badly run service
The volume of requests often grows faster than the resources. Advisers spend their day finding the same information, rewording it and sending it, while urgent or sensitive requests pile up. Response times lengthen, customers chase, and the load grows further.
Before adding a tool, we look at what actually comes in: which topics, through which channels, at what times, and how many requests already have their answer in existing documentation or on an existing page.
Our approachAutomate what repeats, not what commits you
A conversational assistant built on your own content can answer frequent questions, check a status or guide towards the right procedure, while recognising its limits. A workflow can acknowledge receipt, qualify the request, assign it and prepare the file before an adviser opens it.
Complaints, goodwill gestures and ambiguous situations stay in the hands of your team. The aim is not to replace human contact, but to reserve it for the cases where it makes the difference.
How we workReliable answers, because they come from your sources
The quality of an assistant depends on what it is allowed to read: up-to-date documentation, approved procedures, commercial terms. We define these sources, the access rights, what the assistant can do on its own and what waits for approval, then we test on real cases, including difficult ones.
Every exchange leaves a record. Unanswered questions go back to the team and enrich the knowledge base: the service improves week after week rather than depending on an initial setup.
What you gainA customer service that can breathe, and customers better served
The gain is measured on first response time, the share of requests resolved without intervention, the number of escalations and the satisfaction of customers and advisers alike. These indicators are defined before the setup, to compare before and after.
Beyond the figures, it is the nature of the work that changes: less copy and paste, more time to resolve, advise and build loyalty.
AI & automationEden, the AI assistant built into the Wekio platform
See the projectProjectCase study: the Wekio support assistant
For Wekio, a website-building platform, Kopus designed an assistant that answers users’ technical questions from the platform’s documentation, at any hour, and hands over to the support team the requests that need someone to step in. A simple principle: answer quickly what is known, hand over the rest.
Your questionsFrequently asked questions
Ask a questionWon’t a chatbot annoy my customers?
A badly designed assistant, yes. An assistant that answers correctly, quickly, and hands over without sending people round in circles, no. The rule for transferring to a person is part of the design, not the exception.
Does our documentation need to be perfect before we start?
No, but it must be accurate on the topics covered. We start with the most frequent questions and widen the scope as the results come in.
Does this work with our current tools?
Most of the time, yes: messaging, ticketing tool, CRM or website can be connected, depending on what they can exchange. Feasibility is checked during the scoping phase.
What happens to customer data?
The sources consulted, the access rights and the retention of exchanges are defined with you, in line with your obligations. We limit the assistant to the strict minimum.
Related servicesThe services that address this challenge
- 04 · AI & automationCustomer support chatbotCustomer support is the first place where AI makes a measurable difference: response times, satisfaction, team workload. We set up a smart first level, and make sure your customers never feel they are facing a wall.
- 04 · AI & automationAI agent developmentAn AI agent does not just answer: it acts. Qualifying a request, preparing a quote, updating a file, following up with a customer. We design useful, bounded, supervised agents that fit the way you work.
- 04 · AI & automationWorkflow automationA workflow is a sequence of steps between people and tools. When it relies on memory and emails, it seizes up. We orchestrate it so each step triggers the next, and nobody has to chase information.
- 04 · AI & automationDocument AI and processingInvoices, contracts, quotes, correspondence, forms: your teams spend hours reading and re-entering. We put AI to work on these document flows, with a level of control suited to each type of document.
- 03 · Web & softwareCustom business softwareInternal tools are rarely spectacular, but they are what saves every employee an hour a day. We design them with the people who will use them, so they are adopted from the first week.
Your challengesRelated challenges
My tools don’t talk to each other
Stop your teams re-entering the same data in several applications.
Explore this challenge Your challenges · 04My company is growing and my organisation can’t keep up
Structure your processes and tools to support your growth.
Explore this challenge Your challenges · 05I want to automate repetitive tasks
Free up time by simplifying repetitive, predictable operations.
Explore this challengeLet’s bring your projects to life
Keep your advisers for the customers who need them.
Describe the requests that saturate your service and the channels they come through. We will identify what can be handled automatically, and how.