Use cases / Use case · Customer service
AI assistants for customer enquiries
Many SMEs receive the same questions throughout the week, with response time varying by workload and opening hours. A grounded enquiry assistant can acknowledge quickly, answer from approved information, and route the conversations that need a person.
01Sound familiar?
- Enquiries arriving at 10pm and waiting until opening
- Staff hours consumed by opening-hours and price questions
- Inconsistent answers depending on who's on shift
- A previous chatbot that made customers angrier
02What an assistant does here
01 Answers from your verified facts
Products, prices, policies and delivery areas are maintained as approved sources. The assistant answers only where those sources support the response.
02 Stops when the source set runs out
Questions outside its sources move to a person instead of inviting the model to improvise a price, policy, or commitment.
03 Hands over with context
When a human is needed — complaints, exceptions, judgment — the conversation arrives with them, so the customer never repeats themselves.
04 Reports what it couldn't answer
A weekly list of unanswered questions can reveal missing pages, unclear pricing and recurring requests the source set does not yet cover.
02AA concrete view
Enquiry route
Incoming brief
“Do you deliver to my postcode, and can it arrive tomorrow?”
Answer, stop, or hand over
- Answered
Delivery area
Matched against approved policy
- Stopped
Tomorrow availability
Live stock state not connected
- Handover
Order promise
Staff must confirm timing
03Limits and conditions
- Setup includes reconciling published information with current practice. Conflicts need an owner and a decision before the assistant answers from them.
- Refunds, complaints, and medical, legal or financial judgment should route to humans under explicit rules.
- Conversations contain personal data: PDPA applies, retention needs a policy, and customers shouldn't have to guess they're talking to software.
04Packages for this job
Customer Enquiry Assistant
Verified first-line answers on your website or WhatsApp, with a clear handover when the source set or rules run out.
S$3,500–S$7,500 setup · S$349–S$899/month care · indicative
Lead Follow-Up Assistant
Keeps each enquiry visible, qualified, and followed up until it reaches a clear next state.
S$2,500–S$5,000 setup · S$249–S$599/month care · indicative
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