AI customer service for companies in Italy, from support requests to tickets
Yellow Tech builds AI agents for customer service. The agent reads customer requests from the website chat, WhatsApp, email and the phone, answers from the documentation and from cases already solved, and updates the ticket.Yellow Tech builds AI agents for customer service. The agent reads customer requests from the website chat, WhatsApp, email and the phone, answers from the documentation and from cases already solved, and updates the ticket.
What is an AI agent for customer care?
An AI agent for customer care answers customers starting from the company’s documentation: manuals, FAQs, cases already solved.
It works on chat, WhatsApp, email and phone, opens and updates tickets and classifies each request by type, urgency and language, and answers in the customer’s own language.
A support request, from the answer to the ticket
How an AI agent for customer care works
The request comes in
From chat, WhatsApp, email or the phone. It opens a ticket or updates the one that exists.From chat, WhatsApp, email or the phone. It opens a ticket or updates the one that exists.
It asks what it needs
The model, the error code. Then it classifies the request by type, urgency and language.The model, the error code. Then it classifies the request by type, urgency and language.
It looks for the answer
In the manuals, the closed cases and the customer’s data, such as orders.In the manuals, the closed cases and the customer’s data, such as orders.
It answers and updates the ticket
It writes the reply in the ticket.It writes the reply in the ticket.
It passes on the delicate case
A complaint or a fault the manual does not cover goes to a person, with the summary already written.A complaint or a fault the manual does not cover goes to a person, with the summary already written.
Chat, WhatsApp, email, phone and social: where the agent works
Website and app chat
It answers in the language of whoever writes.It answers in the language of whoever writes.
It answers on the company’s WhatsApp Business account, for example about an order status.It answers on the company’s WhatsApp Business account, for example about an order status.
Email and shared inboxes
It reads support@ and info@ and drafts the reply or sends it to whoever handles it.It reads support@ and info@ and drafts the reply or sends it to whoever handles it.
Phone
It answers by voice and transfers the call to an operator with the form already filled in.It answers by voice and transfers the call to an operator with the form already filled in.
Social media comments and messages
On Instagram and Facebook, in the brand’s tone.On Instagram and Facebook, in the brand’s tone.
Rule-based chatbot, helpdesk with AI or custom agent
- When it is enough
- A menu of frequent questions with fixed answers
- Where it stops
- It gets stuck when the customer writes outside the script
- When it is enough
- The platform is already there and answers from its help center
- Where it stops
- Manuals and orders in other systems must be connected separately
- When it is enough
- Answers from the company’s documentation and data, on several channels
- Where it stops
- It has to be designed and tested on example requests
| When it is enough | Where it stops | |
|---|---|---|
| Rule-based chatbot | A menu of frequent questions with fixed answers | It gets stuck when the customer writes outside the script |
| Helpdesk with built-in AI | The platform is already there and answers from its help center | Manuals and orders in other systems must be connected separately |
| Custom AI agent | Answers from the company’s documentation and data, on several channels | It has to be designed and tested on example requests |
Integration with helpdesk, CRM, WhatsApp and email
The agent connects to the tools the company already uses.The agent connects to the tools the company already uses.
Zendesk
It reads the tickets and writes the reply in the ticket.It reads the tickets and writes the reply in the ticket.
Salesforce Service Cloud
It reads the open case and drafts the reply in the console.It reads the open case and drafts the reply in the console.
WhatsApp Business
The company’s channel, with its own account.The company’s channel, with its own account.
Outlook and email
The support team’s shared inboxes.The support team’s shared inboxes.
Instagram and Facebook
Comments and direct messages.Comments and direct messages.
Slack
The alert when a case goes to a person.The alert when a case goes to a person.
Phone and switchboard
The support line, with the handover to an operator.The support line, with the handover to an operator.
Other helpdesks and CRMs
Freshdesk, Intercom, HubSpot and others with documented APIs.Freshdesk, Intercom, HubSpot and others with documented APIs.
ERP and e-commerce
Orders, shipments and returns.Orders, shipments and returns.
In after-sales the agent reads the case in the CRM, searches the manuals and the support emails and drafts the email with the solution. The knowledge base grows with the closed cases.
Read the storyIndustrial group based in the Treviso area: machinery and systems for wine, beverages, food and life sciences.
- Industry
- Industrial machinery
- People
- 1,001-5,000
Frequently asked questions about AI customer care
A rule-based chatbot follows a tree of questions and stops when the customer writes outside the script. An agent reads free text, asks the questions that are missing and answers from the documentation.A rule-based chatbot follows a tree of questions and stops when the customer writes outside the script. An agent reads free text, asks the questions that are missing and answers from the documentation.
The company decides, channel by channel: a draft to approve, or a direct answer to the simple cases agreed upfront, such as an order status. The rest goes to a person.The company decides, channel by channel: a draft to approve, or a direct answer to the simple cases agreed upfront, such as an order status. The rest goes to a person.
Yes. It needs the company’s WhatsApp Business account.Yes. It needs the company’s WhatsApp Business account.
Yes. The voice agent answers the support line in several languages and transfers the call to an operator with the form already filled in.Yes. The voice agent answers the support line in several languages and transfers the call to an operator with the form already filled in.
Read the page on the AI voice agentIt answers only from what it finds in the documentation and the connected data.It answers only from what it finds in the documentation and the connected data.
Data stays where the company decides, also in its own cloud. The models do not use it for training and a DPA is signed for personal data. For every reply the draft, the final text and any review are kept, which helps document GDPR and AI Act compliance.Data stays where the company decides, also in its own cloud. The models do not use it for training and a DPA is signed for personal data. For every reply the draft, the final text and any review are kept, which helps document GDPR and AI Act compliance.
Read the guide on GDPR and AIYellow Tech is an Italian company that builds custom AI agents for customer support, on chat, WhatsApp, email, phone and tickets.Yellow Tech is an Italian company that builds custom AI agents for customer support, on chat, WhatsApp, email, phone and tickets.
It depends on the channels, how many requests arrive, the systems to connect and how much the agent answers on its own. The quote comes after a first analysis of the process.It depends on the channels, how many requests arrive, the systems to connect and how much the agent answers on its own. The quote comes after a first analysis of the process.
Are support tickets, emails and calls slowing your team down?
Yellow Tech builds the AI agent that answers from your documentation, updates the tickets and passes delicate cases to a person.