Case 02 · Multichannel support
International customers, without watching every channel
Customers write at 2am from another timezone. If every message needs a person to start, the company is closed most of the day.
- Multichannel support
- Sales AI
- Document AI
- Human approval
The situation
A cross-border business receives enquiries on WhatsApp, LINE, email and the website. The channels do not share a queue, and the team cannot be online in every timezone.
The usual result: answers are fast in one channel and silent in another, and the same customer has to repeat everything when the conversation moves.
Every message used to need a person to begin.
How AI takes part
- 01AI receives on every channel
WhatsApp, LINE, email and the website are connected to a support AI that knows the products and policies.
- 02The question is understood
AI identifies what the customer is asking, reads the relevant company material and answers the basics.
- 03Commercial intent is routed
Buying interest moves into sales follow-up with the context attached, instead of being closed as a ticket.
- 04Documents are prepared
When a formal proposal is needed, the document AI produces it and the email admin sends it.
- 05People step in at decisions
Price approval, contract terms and exceptions go to a human, with the whole conversation attached.
What changes
Before
Coverage depends on who is awake. Messages wait overnight and warm leads cool down.
After
AI starts every conversation and people handle the decisions. Coverage stops depending on the clock.
What people keep
- Pricing decisions
- Contracts
- Exceptions
- Relationship building
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