Use case · Local authority
The question comes in on a Sunday at 9 pm, in Dutch
The tourist office of an area with 450,000 visitors a year receives questions by email, through the website, on social media and over the counter. Out of season, three people answer; in season, eight, and the most frequent question is still “what time does the market close”.
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The starting point
The same piece of information, given a thousand times
Four requests out of five are about information that is already published: opening hours, access, prices, what's on. They arrive in five different inboxes, in languages the team does not all speak, at times when nobody is answering. As for the newsletter, it goes out to everyone without distinction.
- 80% of questions already have a published answer
- Five inboxes, no shared history
- Requests in a foreign language wait for the right person
- A single newsletter for the hiker and the conference delegate
What we put in place
Let AI handle first-line service
- 01
The knowledge base becomes the source
Opening hours, access, events, prices: everything is in a base maintained by the team, published in the help center and used by the AI agent. Correct it once, it is correct everywhere.
- 02
The AI agent answers on the site, at any hour
It answers in the visitor's language, cites the relevant page, and hands over to a human with the context when the question goes beyond what it knows.
- 03
Every request in a single inbox
Email, form, chat, social messages: one conversation per visitor, with the history, distributed across the team by language and subject.
- 04
The newsletter speaks to each person
Visitors are segmented by language, season and stated interest. The hiker's spring newsletter is not the conference delegate's.
What it shifts
What the setup aims for
- ≈ 70%
- of written questions resolved without an agent
- < 1 min
- to a first answer, 24 hours a day, in six languages
- 1
- inbox for five channels
- ×2
- open rate targeted on segmented newsletters
Go further
The building blocks used
AI chatbot
The conversational agent that answers on your site, 24/7.
DiscoverKnowledge base
Your company's knowledge, serving the chatbot and your teams.
DiscoverShared inbox
Every channel in one team inbox, wired to the CRM.
DiscoverAI newsletter
Describe the topic, AI writes the newsletter — you keep the pen.
DiscoverEmail campaigns
Block-based newsletters and campaigns, targeted at your CRM segments.
DiscoverFAQ
Frequently asked questions
Can the AI agent get an opening time wrong?
It answers only from the knowledge base maintained by the team. If the opening time is wrong there, it will be wrong everywhere — which is precisely why there is only one place to correct.
Which languages?
All the languages of your content. The agent understands the visitor in their language and answers in it from your texts, even when those are written in French.
Do Instagram and Facebook messages really arrive in the inbox?
Yes, along with comments. You answer them from the same conversation, and the history stays attached to the visitor.
Is newsletter consent managed?
By channel, with its source and date. A visitor who asked a question is not subscribed as a result: their agreement is needed, collected through the form or over the counter.
Another question? Write to us — a human will answer.
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Comparisons
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Contacts, companies, opportunities, tasks, segments and email templates come across from Brevo, HubSpot or an export. Keep your old tool as long as you need: nothing forces a big-bang switch, and nothing is deleted on your side.
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