Start with recurring customer questions
Customer service teams often need to find product information, policies, or procedures before answering. KODE designs AI chatbots or staff assistants using approved information. The workflow can produce response drafts for staff review or answer tested categories of questions directly.
How it differs from a menu-based chatbot
Menu-based bots follow predefined choices and rules. AI chatbots can help interpret varied wording and retrieve context from a knowledge base. Both can be combined: use rules for deterministic processes and AI for retrieval or response drafting.
Knowledge base and escalation
Prepare product information, FAQs, service policies, and anonymized question examples. Assign an owner to maintain these sources. When evidence is insufficient, a question is out of scope, or a case needs specialist judgment, the workflow should route it to the responsible staff member.
Website, helpdesk, CRM, or WhatsApp?
Choose channels after assessing customer needs and available integrations. For WhatsApp or other platforms, API feasibility, account ownership, provider approvals, and third-party fees must be confirmed. Discussing a channel does not mean every integration is included in a proposal.
Test quality before expanding usage
Use real questions that are safe to share to test accuracy, consistency, and responses when information is unavailable. Monitor resolution time, staff corrections, and appropriate escalation. Cost follows channel count, integration complexity, conversation volume, and agreed support.
Deliverables discussed during scoping
- Question map, information sources, and escalation workflow
- Chatbot or staff assistant for the agreed channels
- Response-quality evaluation and knowledge-base update guidance
Common questions
Does a chatbot replace the customer service team?
Its initial purpose is to assist with repetitive work. Sensitive questions, exceptions, and important decisions remain with your team.
Are WhatsApp fees included?
Channel, provider, model, and integration costs are identified separately for the proposed solution. There is no universal price before scoping.
