Customer service automation — repetitive questions stop taking up your team’s time
The same handful of questions comes back every day. The team answers them by hand, from scratch each time, while the cases that genuinely need attention drown among the simple ones. Customer service automation classifies tickets, answers the repetitive ones from your knowledge base and passes the rest to a person along with full context.
Implementation starts at PLN 6,900 and takes 10 working days from when we receive access.
- ticket classification using your own categories
- automatic answers to repetitive questions, drawn from your own materials
- difficult cases passed to a person with full context
- a separate path for complaints and urgent matters
How to tell your service needs sorting out
Most of the team’s work is questions that have been asked before
Opening hours, cost, delivery time, order status, payment methods.
Response time rises with the season
In a quiet month you reply within the hour; at peak, after two days. And that is exactly when you lose the most.
Difficult cases wait longer than simple ones
Because they land in the same queue and somebody works through it from the top.
You don’t know what clients ask about most often
And that is information which ought to be changing your website, your offer and your prices.
Step by step, concretely
- Tickets from every channel land in one placeThe company inbox, website chat, Facebook, the contact form.
- The system identifies what the ticket is aboutA sales enquiry, a question about status, a complaint, a technical matter. The classification is based on the content of the message rather than on what the client clicked — which is why it works even when the ticket is written unclearly or covers several matters at once.
- Repetitive questions are answered from the knowledge baseImmediately, at any hour. The answer is built from your own materials, not from general knowledge — if something is not in your base, the system does not guess; it passes the matter to a person.
- Tickets that need a person reach the right oneWith a summary of the matter, the history of earlier contacts and a suggested direction for the reply.
- Complaints and urgent matters take a separate pathWith higher priority and a notification that cannot be missed.
- If the system is not certain, it does not answerIt passes the matter to a person. That is the default setting and strongly recommended.
- Every week you get a summaryHow many tickets, of what kind, how many handled automatically, and what was asked about most often.
We work with the tools you already use
the company inbox (Gmail, Outlook), website chat, Messenger, the contact form, WhatsApp Business.
Google Docs, Notion, Confluence, PDF files, the existing FAQ on your site.
Freshdesk, Zendesk, Jira Service Management, Trello, monday — you can also start without any of them.
Slack, Teams, email, SMS for urgent matters.
What is included in the implementation
Specific ranges for this process
| Scope | Price net of VAT | Timeline |
|---|---|---|
| Classification and routing, without automatic answers | PLN 3,600 | 5 working days |
| Full service with a knowledge base and answers | PLN 6,900 | 10 working days |
| Multi-channel service with a ticketing system and reporting | from PLN 16,000 | 3–6 weeks |
The price is driven above all by the state of your knowledge. A tidy FAQ and written instructions mean a fast implementation. Knowledge that exists only in your team’s heads means it has to be written down first. Add the cost of the language model — at typical volumes in a small company usually PLN 50–300 a month.
If the team handles 200 tickets a month and 60% of them are repetitive questions taking an average of 6 minutes, that is 12 hours a month of routine replies alone. At PLN 70 an hour — PLN 840.
The second effect is larger but harder to count: a reply in a minute rather than in two days changes how many clients go elsewhere in the meantime.
Honestly, so as not to waste your time
Below a few dozen a month, handling them by hand works out cheaper than implementation and upkeep.
Automation runs on repetition. If clients ask about something different every time, what remains is classification and routing — which is a cheaper scope.
Without source material there is nothing to build answers from. We can do it together, but it takes time on your side.
In premium service an automatic reply lowers the perceived value of the service, even when it is correct. In that case we automate only what the client does not see.
A short list, so the implementation starts without hold-ups
Frequently asked questions.
It can, which is why it only answers when it finds an unambiguous answer in your materials. When uncertain it passes the matter to a person. We set the confidence threshold together and it can be raised at any time.
Always for complaints, disputes, unusual questions, and whenever the client explicitly asks for a person. Also for any ticket outside the defined categories.
You don’t need it ready. Scattered material is enough: old emails with answers, instructions, notes. Organising it is part of the implementation.
Yes, and that is how it should be. The message is labelled and the option of reaching a person is available from the first contact. Pretending to be an employee ends in lost trust the moment the client works it out.
That is one of the main benefits. Repetitive questions are answered at night and at weekends, while matters needing a person wait in the queue flagged by priority for the morning.
Let’s find out how many tickets can be handled without your team
30 minutes, an online call, no obligation. We will look through the kinds of questions you get and tell you what proportion is suitable for automation.
Book a free consultation →