Customer-service chatbot
An assistant that answers customers' frequent questions around the clock, qualifies leads and hands the team only what needs a human.
- Domain
- AI applied to the business
- Complexity
- Medium
- Typical timeline
- 3 to 6 weeks
A customer-service chatbot is an assistant that answers your customers' most common questions at any hour, passing to the team only what genuinely needs a person.
What it is
A conversational assistant configured on your business's real questions: opening hours, prices, availability, order status, frequent doubts. It replies on your site or on the channel where customers already talk to you, around the clock. It qualifies enquiries, gathers the useful details of a potential customer, and hands the conversation to the team when the subject goes beyond what it can answer confidently.
Where it pays off
It makes sense when a lot of repeated questions arrive after hours or in peaks, and the team gets tied up answering the same thing. It shortens the first-response time, keeps support available when nobody is at the desk, and frees people for the cases that need judgement. It suits retail, services, and any SME with a steady volume of common queries.
How we build it
We start by gathering the questions your customers actually ask and the correct answers, in your own voice. We define what the assistant can answer on its own and what it should escalate, and connect it, where it helps, to the data and systems you already run so it can give concrete replies. We test on real cases, tune the tone and the escalation rules, and monitor performance over time.
Where we've built this
This workflow isn't theoretical. See the real project where we implemented it.
Frequently asked questions
What happens when it does not know the answer?
It hands the conversation to the team, with what has already been said. That is the most important rule in the design: we would rather it escalates too often than invents an answer to avoid looking like it does not know.
Will it answer things that are not true?
It answers about your business's real questions, with the answers your team approved, not about the world in general. Outside that scope it escalates. That is a design choice, not a limitation of the model.
Is it only on the website?
It answers in the channel where your customers already talk to you. The website is the most common, but the same answer base serves other channels without being written twice.
Investment in AI and automation may be eligible for public support in Portugal, subject to the calls in force. We don't handle applications and we're not a funding intermediary.