Use case · Customer service
An agent that does not know the account answers nothing
A subscription service has 18,000 subscribers and receives around 4,200 messages a month. The vast majority circle four questions: where is my next delivery, how do I change plan, how do I skip a month, how do I cancel. A generic chatbot answers "check your account area", which is exactly what the customer has just done.
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The starting point
A chatbot that cannot see the account wastes everyone's time
The customer asks when their next box arrives. The chatbot returns a help article explaining that deliveries leave on the 5th. The customer writes again. A human eventually opens the account and answers "5 February". Three exchanges for something the system knew all along.
- Chatbot disconnected from the account: it points back to the portal
- 4 questions account for ≈ 70% of volume
- Every simple action — skip, change plan — goes through a human
- Three people occupied by answers the data already contains
What gets deployed
Connect the agent to the data, or it is just a search engine
- 01
The subscription is a business object
Plan, start date, next renewal, next delivery, history. Not a note on a record: data the agent can read, and a workflow can act on.
- 02
The agent answers from the account
"Your next delivery leaves on 5 February, to the address ending in…" rather than a link to an article. That is the difference between a useful agent and a search engine in disguise.
- 03
Simple actions happen in the conversation
Skip a month, change plan, pause: the agent triggers the workflow, confirms, and leaves the trace on the record. The customer does not have to navigate elsewhere.
- 04
Cancellation is not automated
It goes to a human every time, immediately, with the history. That is not an obstacle put in the customer's way: it is the one moment when talking to someone can still change something, for them and for you.
What it moves
What the setup targets
- ≈ 70%
- of enquiries resolved without a human
- 3 → 1
- exchanges for a delivery question
- 0
- cancellations handled by a machine
- 18,000
- subscribers served by three people
Go further
The building blocks used
AI chatbot
The conversational agent that answers on your site, 24/7.
DiscoverCustom objects
Your business applications, with no development: properties, case files, contracts, with segments and automations.
DiscoverAutomation workflows
A trigger, conditions, actions — across every hub at once.
DiscoverKnowledge base
Your company's knowledge, serving the chatbot and your teams.
Discover360° customer view
The entire customer relationship on a single record: activities, deals, exchanges.
DiscoverFAQ
Frequently asked questions
How does the agent reach subscription data?
It lives in a CRM business object, fed from your billing system through the API. The agent reads what you allow it to read, field by field.
Can it get the wrong account?
It only answers with personal data once the visitor is identified. Until then it stays on general answers — that is a design constraint.
Is the AI billed per resolution?
No. It is billed in credits, on actual use. A "per resolved ticket" model charges you more when you do better; we cannot see the logic.
How much volume does the agent actually absorb?
Of 4,200 questions a month, a large share is the same question asked fifteen ways — that share leaves the queue. The rest — changes, disputes, edge cases — reaches the team with the history already gathered.
What does a subscriber who insists on a person get?
A human, immediately, with the transcript already attached to their record. There is no scenario in which that request is delayed or deflected.
Another question? Write to us — a human will answer.
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Comparisons
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