Let's talk
Back to AI Agent & Chatbot

Customer support teams · 02 / 12

After-sales support agent

How-to, warranty and repair questions answered from your own manuals at once, so support only sees the cases that need a person.

Talk to an engineer about this
Small photos of customers, boxes and repair benches form a speech bubble on a wall, with warranty and repair cards mixed in. Customer support teams
“The same questions every day: how to use it, what the warranty covers, where to send it for repair. Support repeats itself and never gets to the hard cases.”

The problem

Five support staff answer the same questions hundreds of times a day. The unit won’t turn on, has the warranty expired, where is the service centre. Every answer is in the manual or the warranty terms the customer never opened, so staff open it for them one at a time, copy the answer across and open another screen to check the serial number.

Meanwhile the cases that need real knowledge, an odd fault that is not in the manual or a customer who is already angry, wait in the same queue as “what time do you open”. By the time someone reaches them, the customer is telling the story for the third time.

How we solve it

We give the agent your product manuals, warranty terms and the answers your team has already written, and it replies from that material only. Anything outside it, the agent says it does not know and passes to a person instead of guessing. When a customer sends a serial number or a photo of the receipt, it checks your warranty system and says what is covered.

If the unit needs repair, the agent opens the request in the chat, picks the nearest service centre, books a pickup date and messages the customer each time the repair status changes. Complex cases, and customers who are starting to lose patience, reach staff with a summary of what has been tried and when the product was bought, so staff carry on from where it stopped.

Approving a claim that costs money, a replacement or a refund always stays with a person. The agent gathers the evidence and proposes; a staff member approves.

How it runs

Work comes in from
  • LINE OA and Facebook
  • Support email
  • Website chat
  • Receipt photo or serial number
What the AI does
  1. Find the answer in the manuals
  2. Check warranty status
  3. Open the repair and book pickup
  4. Pass hard cases to a person with a summary
Where it lands
  • Customer answered at once
  • Repair ticket in the helpdesk
  • Staff get hard cases with history
  • Dashboard of faults and claim-heavy models

Before and after

Before
After
Staff answer how-to and warranty questions hundreds of times a day
The agent answers from the manual at once; the team keeps only the cases that need a person
The customer retells the problem every time the case changes hands
Staff get the summary and purchase history before they take over
A faulty model shows up only after a hundred claims
The dashboard shows in week one which model keeps raising the same question

What you get

  1. 01

    An agent that answers how-to, setup and common fault questions from your manuals and answer bank, with pictures or video where you have them

  2. 02

    Warranty status checked from the serial number or receipt number, with what is covered and when it ends

  3. 03

    Repair or claim requests opened in the chat: nearest service centre, pickup date booked, and status updates sent as the repair moves

  4. 04

    Complex cases and unhappy customers passed to staff at once with the conversation summary and purchase history

  5. 05

    A dashboard of the most common problems, the models with the most claims and the cases past their deadline

Who gets what

Business owner

Support costs stop growing with sales, and you see which model is causing trouble before it turns into bad reviews.

IT director

Connected to your existing helpdesk and warranty system through their APIs, read-only until you allow ticket creation, with every answer citing its source document and logged for review.

The team using it every day

The support team stops answering the same questions and puts its knowledge into the cases that are actually hard.

Who this fits

Appliances & electronicsMobile & IT brandsIndustrial machinery & equipmentSoftware & SaaSFurniture & home décor

Connects with what you already run

LINE OAZendeskFreshdeskWarranty systemERPGoogle Sheets

Development process

  1. 1

    Discover

    Requirements, users and success metrics, with scope and price fixed before we start.

  2. 2

    Design

    UX and system architecture; the prototype is approved before anything is built.

  3. 3

    Build

    AI-accelerated sprints with a demo every week, reviewed by senior engineers.

  4. 4

    Test

    QA, security and performance verified against the agreed scope.

  5. 5

    Launch & care

    Production deploy, team training, and a monthly care plan.

Turn your business problem into a system that works for you

Tell us today — get an executive-ready proposal with the plan and budget.

Talk to an engineer about this

More solutions in AI Agent & Chatbot

See the whole service
Sales teams & page admins Sales chat agent B2B & project sales teams Lead qualification agent Online shops & wholesalers Order and status tracking agent HR & IT departments HR and IT helpdesk agent Accounts & collections Payment reminder agent Hotels & resorts Room booking agent on LINE and web Restaurants & cafés Ordering and table booking agent Clinics & hospitals Appointment and first-contact agent Schools & institutes Admissions and parent agent Real estate Lead qualification and viewing agent Car dealers & service centres Test drive and service booking agent