AI agentAI agents
AI customer support: the repeated questions answered at once, the real cases handed to your team
Our AI customer support agent answers your customers' common questions on your website chat and on WhatsApp, using only your own content (pages, FAQs, terms, product sheets, internal documents you choose), says clearly that it is an AI, admits when it does not know, and hands the conversation to a person with the full context. It never invents a policy, a price or a promise, and every conversation is logged for review.
What we do for you
- A review of your incoming questions: what repeats, what needs a person, what must never be answered by a machine
- A knowledge base built from your own pages and documents, with the sources each answer can use
- A chat assistant on your website, with answers shown as they are written and an option to book a call
- A WhatsApp assistant on the official WhatsApp Business Platform, where it fits
- Clear rules for handover to a person: topics, keywords, unhappy customers, anything uncertain
- A notice telling customers they are talking to an AI
- A weekly review of unanswered or handed-over questions, to improve the content
- Guards: usage cap, dry-run testing, off switch, log of every conversation
Who it is for
- Fits: businesses whose team answers the same questions every day (hours, prices on your site, delivery, how to book)
- Fits: companies with good documentation that customers never read
- Fits: teams who want faster first answers without losing the human relationship
- Does not fit: decisions about refunds, credit, health or legal matters; those stay with people
The problem it removes
Most support inboxes are full of questions that already have an answer somewhere: on a page nobody finds, in a PDF, in the head of one experienced colleague. Each answer takes minutes, customers wait hours, and the questions that really need a person get buried under the easy ones.
An AI assistant is good at the first kind and should step aside for the second. The work is to draw that line clearly and keep it.
How it works, step by step
- Collect: we gather a sample of real questions and the content that answers them, and agree what the assistant may and may not talk about.
- Build the knowledge base: your pages and chosen documents are prepared so the assistant answers from them, not from general knowledge.
- Test in dry-run: we replay real questions and you read the answers before anything goes live.
- Go live on your website chat, and on WhatsApp if relevant, with the AI notice and the handover button.
- Hand over: when the question is outside its scope, sensitive, or the customer asks for a person, the conversation goes to your team with the context.
- Improve weekly: unanswered questions point to missing content; we add it, and the assistant gets better because your content gets better.
What it does, and what it never does
| The assistant does | The assistant never does |
|---|---|
| Answers from your own approved content | Invents a policy, a price, a delay or a promise |
| Says it is an AI | Pretends to be a person |
| Says “I don't know” and offers a person | Guesses when the content has no answer |
| Books a call or collects the details for your team | Decides a refund, a credit, a contract change or a complaint |
| Logs every conversation | Keeps chatting when the customer asks for a human |
Rules that shape the design
The European Commission states that when people use AI systems such as chatbots, they should be made aware that they are interacting with a machine so they can take an informed decision, and that the AI Act's transparency rules come into effect in August 2026. Our assistants carry that notice from day one.
Under the GDPR, a person has the right not to be subject to a decision based solely on automated processing that produces legal effects or similarly significantly affects them, and safeguards include the right to obtain human intervention (article 22). That is one more reason why refunds, credit and disputes stay with your team.
On WhatsApp, Meta's pricing makes non-template replies free inside the 24-hour customer service window that opens when the customer writes to you, which suits an assistant that answers questions customers ask.
What it plugs into
- Your website, with a small chat widget.
- The official WhatsApp Business Platform.
- Your help pages, FAQs, product sheets, terms and selected internal documents.
- Your helpdesk, CRM, email or team chat for handover.
- Your calendar, to book calls.
What we already run ourselves
A website AI chat assistant that answers from the site's own content, shows answers as they are written and books calls, is live on takat.ai. We have built WhatsApp AI agents on the official platform, including a voice-note assistant answering in several languages, Kiswahili included, for a gym (tested), and a document assistant answering from a company's documents. Behind them run the same guards as all our agents: usage cap, dry-run, off switch, handover and logs; and our own operations add servers checked every 5 minutes, a morning brief and a night-ops review.
Questions we get
Will customers know they are talking to an AI?
Yes. The assistant says so, in line with the European Commission's description of the AI Act transparency rules for chatbots, which come into effect in August 2026.
What if the assistant gives a wrong answer?
It answers only from content you approved, says when it does not know, and every conversation is logged. The weekly review catches weak answers and fixes the content behind them.
Can it handle refunds or complaints?
It can collect the details and pass them to your team, but it does not decide. Refunds, credits, disputes and complaints stay with a person.
Does it work in several languages?
Yes, it can answer in the customer's language from your content. We test each language before going live, and we have tested voice-note answers in several languages, Kiswahili included.
Sources
- European Commission: AI Act, regulatory framework for AI (checked 2026-10-06)
- CNIL: GDPR text, chapter 3 (article 22, automated decisions) (French) (checked 2026-10-06)
- Meta for Developers: WhatsApp Business Platform pricing (checked 2026-10-06)