Key points
- Good AI customer service answers routine questions instantly and hands over the rest quickly.
- Train it on your own policies and FAQs, not on general internet knowledge.
- Design the hand-over first: when a person takes over, and how fast.
Customers in Hong Kong and Taiwan expect replies on WhatsApp and LINE within minutes, including evenings and weekends. An AI assistant can handle a large share of routine questions, leaving staff free for the conversations that matter.
What it handles well
- Opening hours, locations, prices and product details.
- Order, booking or application status, when connected to your systems.
- Collecting details before a sales or service call.
- Answering the same 30 questions your team answers every day.
What should go to a person
- Complaints and emotional situations.
- Requests involving judgement, exceptions or negotiation.
- Anything the assistant is not confident about.
- Customers who ask for a person.
Build it in four steps
- Collect knowledge: FAQs, policies, price lists and past replies, cleaned and up to date.
- Set the rules: tone of voice, topics it must not discuss, when to hand over.
- Connect channels: website chat, WhatsApp Business, LINE Official Account.
- Test with real questions: use last month's enquiries and check every answer before launch.
Protect customers and the brand
Tell customers they are chatting with an AI assistant, avoid collecting more personal data than needed, and review conversations weekly in the first months. Measure first-response time, the share of questions resolved without hand-over, and customer satisfaction.
Want this working in your company?
Tell us how your team works today. Within two business days you get a recommended hiring model and a scoped proposal.
Talk to us