AI customer assistant

Customers ask by phone, WhatsApp, web chat or the mobile app, in their own language. After identity checks the assistant answers or acts on routine requests (balances, statements, card blocks, branch details, transfer status); complex or sensitive cases go to a staff member with a summary, so the customer never repeats themselves.

2 connected tools: Customer conversations, Staff cases.

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Inside

What it does

Customer conversations

Every conversation the AI assistant has with customers on the phone, WhatsApp, web chat or the mobile app, in their own language: what they asked, whether identity was confirmed, and whether the assistant resolved it or handed it to a person with a summary.

Tracks: Reference, Customer, Channel, Language, Request, Identity check, Status, Sentiment, Handed to, Date, Minutes to resolve, Summary for staff
Flags automatically: Identity check failed when Identity check is Failed
Unhappy customer when Sentiment is Negative
Waiting on staff when Status is Handed to staff and Date is more than 1 days ago
Actions and automations: Alert the fraud team: Tell the fraud team about a failed identity check, with the conversation summary.
Open a staff case: Create a staff case with the summary so the customer never repeats themselves.
Automation: When an identity check fails, alert the fraud team
Automation: When the assistant hands over, open a staff case
Views and charts: All conversations, Handed to staff, What customers ask for, Conversations by channel
Its agent: Watches every conversation for the flags above, drafts the follow-up and waits for approval, at the autonomy level you choose.

Staff cases

Complex or sensitive requests the assistant handed to a person, with the conversation summary attached, an owner and a due date.

Tracks: Case, Conversation, Customer, Reason, Priority, Owner, Status, Due, Summary
Flags automatically: Overdue when Due has passed and Status is not Resolved
No owner when Owner is empty
Actions and automations: Email the customer: Send the customer an update on their case.
Views and charts: All cases
Its agent: Watches every case for the flags above, drafts the follow-up and waits for approval, at the autonomy level you choose.

Use cases

Part of these solutions

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Questions

Frequently asked

Can we start from our own spreadsheets?

Yes. Import Excel or CSV and Neuclon maps the columns to the fields, or attach the sheet when you ask for the tool and it is designed around it.

Can we change it ourselves?

Yes. Ask in plain words, for example “add a downtime reason field” or “flag anything open more than 7 days”. Every version is kept.

How long does it take to start?

Minutes for the trial: it opens with sample data you can replace. A 30-day Sprint proves one improvement on your own data.

Start with this in your own workspace

Free for 30 days. It opens with sample data you can replace with yours, and every Business feature is included.

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