Customer support automation

1. 01

   Intelligent email triage & reply drafts

   Categorises incoming email, filters spam, and prepares a 90%-ready reply draft from the company knowledge base for one-click approval.

   10–15 h/week

2. 02

   VIP customer handling & email escalation

   Detects key customers and urgent requests instantly and sends a Telegram or SMS alert to the designated manager.

   1–3 h/week

3. 03

   Long thread summaries

   A 40-message email or chat thread becomes a five-line summary with open questions and who owes what, ready for a handover.

   2–4 h/week

4. 04

   'Where is my order?' (WISMO) 24/7 courier API autopilot

   Connects to couriers (GLS/DPD/Foxpost/Packeta) and answers customers about exact parcel arrival without human help.

   8–15 h/week

5. 05

   Warranty claims & returns photo analysis

   Assesses damage and warranty from the uploaded photo, then issues the free return label automatically.

   3–6 h/week

6. 06

   Complaint and return triage with rule-based credits

   Missing evidence is requested automatically; small claims are credited instantly, larger ones prepared with full documentation for a decision.

   3–6 h/week

Workflows

1. Inbound email triage and smart routingTop 2Every new email is handed to the AI within seconds, classified by intent and urgency, labelled and routed to the right person.
2. Knowledge-base reply drafts (human-in-the-loop)The AI writes a reply from your FAQ, price list and best past answers, in your tone, as a draft.
3. Webshop lifecycle emails and WISMO autopilot'Where is my package?' is answered from the shop and courier APIs (GLS, Foxpost, DPD, Packeta).
4. VIP handling and automatic escalationEmails from VIP customers and key partners are recognised by address, moved to a priority queue, and the account manager is pinged by SMS or WhatsApp.
5. Seamless live-operator handoff and escalationOn 'I want a human!' or an angry tone the AI stops, says a colleague is coming, alerts the team in Slack or Teams and hands over a two-sentence brief: 'Customer: Balázs Kiss.
6. Complaint and returns handling (smart dispute and RMA triage)On a complaint the AI reads tone and severity, asks for missing evidence (photo of the faulty product, invoice number, video of the failure), and decides by rules: under 10,000 Ft it issues the credit note and offers an instant refund or replacement (customer satisfied in a minute, company saves 5,000 Ft of agent time); complex cases get full documentation prepared for the technical lead's decision.