LINE OA answers customers all day without another admin, and one page shows what customers ask most and which chats became orders.
Back to AI Agent & Chatbot
Shops & customer service teams · 01 / 13
LINE OA chatbot with AI
Customers who message your LINE OA get an answer in Thai from your own data at once, any hour, and the cases that need a person go to an admin in the same chat with the history.
“People message our LINE OA all day. The admin answers opening hours and how to order on repeat and gets nothing else done, and the keyword bot says it doesn’t understand the moment someone types it differently.”
The problem
For many Thai businesses LINE OA is the first place a customer writes, and most messages ask the same things: what time you open, whether an item is in stock, how to order, when it arrives. The admin answers one by one from a phone all day, and after closing the chats wait until morning. The auto-reply that comes with LINE OA answers from the set of questions you registered, so a customer who types “any left?” instead of “in stock?” gets a message saying the question was not understood, and waits for the admin anyway.
Some customers buy from whichever shop answered first. Each admin answers a little differently because each remembers differently, and nobody knows which question came up most that day or which chats turned into orders, because all of it lives on the admins’ phones.
How we solve it
We build the chatbot on LINE’s Messaging API and point it at your product list, documents and frequently asked questions, whether they live in Google Sheets, a back-office system or the files your team already uses. The bot uses RAG, which means it searches that data first and then answers, in Thai the way customers actually type: abbreviations, misspellings and Thai mixed with English. When the data does not cover a question, the bot says so and hands over to an admin.
When a customer asks for a person, raises something that needs a decision or starts to get upset, the bot passes the chat to an admin in the same thread, with the history and a short summary of what the customer wants. The admin picks up without asking again from the start. The rich menu under the chat opens ordering, booking or order status in one tap, and the bot tags customers by what they asked, so marketing can broadcast to the group that cares about that topic.
A chatbot answers questions and hands over to a person. An AI agent also acts in your systems: it opens an order, books a slot or checks stock in the real system. If your business needs the second kind, we add those modules to the same bot. The same knowledge base answers on Facebook Messenger and the website, every conversation lands in a dashboard that shows the common questions and the handed-over cases, and we use those real chats to tune the knowledge base every month.
How it runs
Work comes in from
- Chats on LINE OA
- Rich menu and the QR at the counter
- Facebook Messenger and the website
- Your product list, documents and FAQs
What the AI does
- Understand Thai questions typed in different ways
- Find the answer in your data
- Reply, or open the matching menu
- Hand over to an admin with the history when a person is needed
Where it lands
- Customer answered in the chat at once
- Orders and bookings in your existing systems
- New customers and conversations in the CRM
- Dashboard of common questions and handed-over cases
Before and after
Before
After
A customer writes at 8 pm and hears back the next morning
An answer in Thai within seconds, at any hour
The keyword bot says it doesn’t understand when the wording differs from what was set
The same question typed in different ways gets the answer from the same data
Admins answer the same questions all day while the cases that need a person wait in line
Admins take only the cases the bot hands over, with the history and a summary
What you get
- 01
A chatbot that answers in Thai from your product list, documents and frequently asked questions, understands the same question typed in different ways and answers only what the data covers
- 02
Handover to an admin in the same chat when a customer asks for a person, raises something outside the data or starts to get upset, with the chat history and a short summary
- 03
A rich menu that opens ordering, booking or order status in one tap, and broadcasts by customer group, tagged by the bot from what people asked or bought
- 04
Connections to the order, booking and CRM systems you already use, so the bot checks an order status, opens a booking and logs a new customer from the chat
- 05
The same knowledge base answering on Facebook Messenger and the website, with a dashboard of every chat, the questions that come up most and the cases handed to admins
Who gets what
Connected through LINE’s Messaging API, with a knowledge base your team edits without code, read-only access to existing systems to start, a log of every conversation, and a Private LLM option when customer data cannot leave the company.
Admins stop answering opening hours and how to order on repeat, and pick up from the bot in the same chat without asking the customer to start over.
Who this fits
Online shops and brands selling through LINE OAClinics and beauty salonsHotels, restaurants and service businessesDealers and B2B companies taking orders by chatCompanies with several admins on one LINE OA
Connects with what you already run
LINE OAMessaging APIFacebook MessengerHubSpotGoogle SheetsGoogle CalendarExisting POS or order system
Development process
- 1
Discover
Requirements, users and success metrics, with scope and price fixed before we start.
- 2
Design
UX and system architecture; the prototype is approved before anything is built.
- 3
Build
AI-accelerated sprints with a demo every week, reviewed by senior engineers.
- 4
Test
QA, security and performance verified against the agreed scope.
- 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 thisMore solutions in AI Agent & Chatbot
See the whole service Sales teams & page admins Sales chat agent Customer support teams After-sales support 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
