D3.1Included
Your knowledge base
Your FAQs, policies, product details and documents gathered into one source the assistant answers from.
Detail D3 — Chat assistants
Answer customers quickly, with a person in the loop.
Customers ask the same questions every day: opening hours, prices, availability, where's my order. An AI assistant can answer them straight away, in the channels customers already use, from information you control. When a question needs a person, it hands over with the conversation so far.
- Price
- On request
Fig. D3.1 — A customer questionNot to scale
Customer asksWebsite · WhatsApp · Email
Assistant checks your informationP1FAQs · Policies · Order status
Answers or hands overTo the right person, with context
Table D3 — Scope
What we set up.
D3.2Included
Channels
The assistant on your website, in messaging apps or answering email, wherever your customers ask.
D3.3Included
Live information
Connections to systems like bookings or orders, so it can answer "when" and "where" questions.
D3.4Included
Hand-over to a person
Clear rules for when it stops and passes the conversation on, with a summary.
D3.5Included
Tone and limits
Your tone of voice, topics it must avoid and things it must never promise.
D3.6Included
Review and improve
Regular reviews of conversations, so missing answers get added and mistakes fixed.
Notes — Where a person steps in
What the assistant leaves to your team.
- 01Complaints, refunds and anything a customer is upset about.
- 02Questions it can't answer from your information. It says so instead of guessing.
- 03Anything involving money, contracts or personal circumstances.
- 04Any customer who asks to speak to a person.
Specification — Privacy and trust
Clear with customers, careful with data.
- Honest about being AICustomers are told they're talking to an assistant.
- UK or EU processingConversations are processed in the UK or EU, stored securely and deleted on request.
- A model that fitsA major AI provider or a private, open-weight model, depending on how sensitive the conversations are.
General notes — FAQ
Questions about chat assistants.
How is this different from AI on our website?
AI on your website answers visitors from your site's content. This service goes further: several channels, live information from your systems and a full hand-over to your team.
What stops it making things up?
It answers from your information and nothing else, and it's told to say when it doesn't know. We test it with real customer questions before launch and review conversations afterwards.
Can it take bookings or orders?
It can, if your booking or order system allows a connection. We'll check what's possible during scoping.
Fig. D3.2 — Next step
Let an assistant take the easy questions.
Tell us which questions customers ask most and where they ask them. We usually reply the same working day.