Answer customers properly, on the channel they already use
Customers message on WhatsApp at nine at night and expect an answer. We build assistants that answer from your own content and fetch a human when needed.
The short version
A generic chatbot costs more trust than it saves in effort
Customers forgive a slow answer. They do not forgive a confident wrong one.
- It answers from nowhere. Not connected to your real pricing, stock or policy, a model invents something plausible. Then a customer acts on it.
- Handover is a dead end. The bot gives up and sends the customer to an inbox nobody watches. Worse than no bot at all.
- No record, no compliance. If you cannot show what was said, to whom and for how long, the channel is a liability.
A channel your service team is glad to have
We do not measure deflection rate. We measure whether the customer got a correct answer.
- WhatsApp, web and email. One assistant behind every channel, so the answer is the same wherever they ask.
- Grounded in your content. Your documents, catalogue and systems — and a refusal path when it does not know.
- Clean human handover. An agent picks up mid-conversation with the full history. The customer never repeats themselves.
- Multilingual by default. English, Mandarin, Malay and more, with the same grounding behind each.
- Consent and retention. Consent captured, conversations logged, retention set to your PDPA position.
- Analytics that mean something. Topics, resolution, escalation reasons and response times — enough to staff the week.
Every assistant answers well on a good day
The ones worth deploying behave on a bad day. Two questions in a row it should not fully answer, set out word for word.
Customer · 21:04
hi is order SO-4471 shipped already? and can i change delivery to my office address
Assistant
SO-4471 left the warehouse this morning. Tracking is SGP-88214703.
Assistant
I cannot change the address once an order is with the courier. I have flagged this for the team and someone will reply after 9am.
Customer · 21:06
what’s my credit limit
Assistant
I cannot give out account credit terms here. Your account manager can. I have passed this on.
The rule behind it. It answers what it can, then stops. A refusal is a routed task, not a dead end. Credit terms, pricing exceptions and complaints only ever get a person.
Why this transcript is invented
The order number, tracking code and timestamps above are made up. We do not publish customer conversations, blurred or otherwise.
Pilot demos run on a separate number with fictional customers, so there is never a real thread to leak.
Live on one channel first, widened once it earns trust
We start where the volume is, supervised, and widen only when the answers hold up.
- 01Content and intent auditWhat customers actually ask, and whether you have the content to answer it.
- 02Channel setupWhatsApp Business API registration, numbers, templates and approvals.
- 03Build and groundThe assistant, connected to your content and systems, with refusal rules.
- 04Supervised pilotLive on one channel with a person reviewing every answer.
- 05WidenMore channels and topics, once the first is earning trust.
Talk to us
How many of your enquiries are the same twenty questions?
If your team answers the same handful of questions all day and still misses messages after hours, this pays back quickly.
Send us a week of messages first
- Export a week of enquiries. Redact freely — we need the questions, not the customers.
- We sort them into three piles: answerable, escalate, never automate.
- If the first pile is small, we say so. Some inboxes are mostly judgement calls.
- If it is large, that becomes the pilot scope — escalation list agreed before go-live.