When the AI receptionist answers on its own and when it hands the question to a person. A breakdown using everyday e-shop situations.
Two questions in one email
A customer writes: I ordered on Tuesday and nothing has arrived yet, when will it get here? And could I also swap the shoes for a size bigger?
Two questions that come up again and again in an e-shop. The answer to both already exists. It's in the order system and in the terms and conditions. Someone just has to find it and write it out.
That is the Receptionist's job. It's one of the eight AI employees we set up.
What the Receptionist does
It answers customers from your documentation. That is, from what you have already written about your e-shop: terms and conditions, the exchange procedure, delivery information. It doesn't make anything up, it sticks to your rules.
It's connected to email, to your website and to Shoptet. We don't want to promise other e-shop platforms in advance. If you don't run on Shoptet, we'll tell you on the intro call what works and what doesn't.
Situation 1: Where is my order
The Receptionist looks up the order status in Shoptet. In our example it's packed and leaves tomorrow. It writes to the customer that you apologise for the wait and adds a link for tracking the parcel.
This is the ideal job for AI. It's a clear fact, the customer is waiting and you don't have to deal with anything.
Situation 2: Exchanging a size
Here the Receptionist reaches into your terms and conditions. It writes that you'll gladly do the exchange and sends a link to the form on your website. The customer doesn't have to wait until someone is back from lunch.
But the rule is yours. What the terms say, the Receptionist writes. What they don't say, it has nothing to answer from, so it hands the question to you.
Documentation is the fuel
The Receptionist is only as good as your source material. If your terms and conditions are outdated or contradict each other, the answers will be the same. That's why the first thing we sort out during setup is what it will answer from.
Whoever doesn't have the rules written down will find that out during setup. Writing them down once takes a bit of work, and then it pays you back with every question.
When the Receptionist hands over to a person
It hands over the complex questions. This is the most important part of the whole article, so let me be specific.
- A complaint. When a customer gets angry or writes a claim with photos, it doesn't belong to AI. It belongs to a person who can say sorry and mean it.
- Anything that isn't in the documentation. What's missing there is a blind spot, and that's where a person should get the question.
- Decisions about money. Leave exceptions to the terms or extra refunds to yourself.
In our anonymous example of a smaller e-shop, the AI took over customer support for the most part. Complex cases went to a person. That is exactly why it works.
It answers on its own, or shows you first
In the demo on our website, the reply waits for your approval and sends nothing by itself. How much independence you give the Receptionist can be set. We recommend starting carefully. Trust is built one reply at a time.
How to tell it works
For the first few weeks, read what the Receptionist writes before it goes out. Watch three things. Does the reply match what the customer asked? Does it write according to your terms? And did it hand over to a person what it should have handed over?
If yes, you loosen the reins. If not, you fix the source material or the rules. That is a job for a person who knows your company.
What it looks like when it's introduced
The Receptionist is part of AI Setup Day. It has four steps:
- Setup: the AI connects to your data and processes.
- Routine launch: what you do by hand today starts running by itself.
- Training: the team learns to use the tools without us standing over them.
- Handover: you leave with a setup that works.
Who keeps an eye on it and where to get it
The Receptionist is watched by Tomáš, meaning people and conversations. It isn't sold on its own, it's part of AI Setup Day. In one day at your place we get three AI employees running and train your people. The Receptionist can be one of them.
How many of the questions you get today could be handled by someone who can read your terms and conditions? If you want to check that on your own e-shop, book a 15-minute intro call with us.
