An AI customer service agent that resolves, not just replies
OptiFlow’s AI customer service agent answers customers on your website, by phone, email, SMS and WhatsApp, pulls the real answer from your systems and completes the task, from a stock check to an order update, around the clock.
Customer service that acts, not just chats
Most customer service bots are a wall. They match a keyword to a canned reply and push the customer back to a form or a phone number. An AI customer service agent is different because it is connected to the systems that hold the answer. It can see the order, the account, the stock and the price, and it can change things, so the customer gets the thing done rather than a promise that someone will call back.
For a trade business that means a customer can ask where their delivery is, whether a product is in stock at their branch, what their account balance is or how to reorder last month’s list, and get a straight answer in seconds. The questions that need judgement still go to your team, with everything the agent has already found attached.
What it handles
Order and delivery questions
Looks up the order and tells the customer where it is and when it lands.
Stock and availability
Checks live stock by branch so the customer knows before they travel.
Pricing and quotes
Quotes from the customer’s own price list and turns a list into a basket.
Account queries
Balances, invoices, statements and trade account questions, answered from your ERP.
Returns and problems
Logs the issue, gathers the details and routes it to the right person with a summary.
Every channel, one agent
Website chat, phone, email, SMS and WhatsApp, with one memory of the customer.
Why it beats a bigger support team
Hiring more people to answer the same questions is slow and expensive, and it still leaves the evenings and weekends uncovered. An AI customer service agent handles the repeat questions instantly at any hour, which frees your people for the conversations that actually need them. At Beesley and Fildes, 58 percent of what Otis handles happens out of hours, when there was nobody to answer at all.
It also learns your business properly. It is trained on your products, your policies and your tone, it reads your live data rather than guessing, and every conversation is logged so you can see exactly what customers are asking and where the gaps are.
Three everyday calls it takes off your team
Where is my delivery?
Answered from the live order, with the slot and the driver’s progress, no phone call needed.
Have you got this in stock?
Checked by branch in seconds, with the option to reserve or order it.
Can you send my statement?
Pulled from the account and sent, with the balance and due dates explained.
AI powered customer service, or outsourcing it?
Outsourcing customer service to a contact centre adds people, at a cost per agent or per contact, and they take time to learn your business. AI powered customer service answers instantly, around the clock, from your own information, and passes complex cases to your team. Conversational AI for customer service means customers ask in their own words, by chat or phone, instead of working through menus.
Questions people ask
Which channels does it cover?
Website chat, phone, email, SMS and WhatsApp. You can start with one and add the others as you go.
Does it replace our customer service team?
It takes the repeat questions and the out of hours load. Your team keeps the complex and sensitive cases, with better information in front of them.
Does it work with our ERP?
Yes. It connects to the systems you already run, including Kerridge, Intact and Ibcos, and reads live data rather than a copy.
What does it cost?
The web agent is included with OptiFlow Merchant from £2,000 a month. Voice, SMS, email and WhatsApp agents are priced separately on our pricing page.
Is AI customer service better than outsourcing?
For routine questions, AI answers faster and at any hour. Outsourced teams suit complex or sensitive cases at scale. Many businesses use AI for first contact and people for the rest.
What is conversational AI for customer service?
Software that understands questions in everyday language, by chat or voice, and answers or acts on them, instead of fixed menus or forms.
See it answer a real customer
Book a demo and we will run it against your own orders, stock and accounts.
Related reading: AI voice agent, AI email agent, AI SMS agent, Pricing.