AI for customer service: phones, chat, email and ticket triage
Customerservice
Native builds AI agents that answer calls, chat and email from your own knowledge base, triage tickets and hand complex cases to people with context.
Where AI has an impact in customer service
Voice receptionist
Every call answered in natural speech, with bookings and common questions handled on the spot.
Chat support
Website and app chat answered from your own knowledge and the customer's record.
Email replies
Routine emails answered, and the rest drafted for a person to send.
Ticket triage
Each ticket classified, prioritised and routed with a one-paragraph summary.
- Order and booking status
- Warm handoff
- Knowledge refresh
- Quality review
AI helps a customer service team by answering every call, chat and email straight away from your own policies and records, and passing the hard cases to a person with the context attached. Native builds voice and text agents inside your phone and ticketing systems. At Topgolf Oberhausen, the voice agent answered every inbound call, up from about 40%.
Case study · Topgolf Oberhausen
Topgolf Oberhausen answered every inbound call, up from about 40%.
Native helped the venue put an AI voice receptionist on its phone line. It picked up every call, handled 5,000+ a month, and needed no extra staff.
Frequently asked questions
How can AI help a customer service team?
AI answers calls, chat and email immediately, resolves the routine questions from your own knowledge and records, and triages the rest to the right person with a summary. The team spends its time on the contacts that need people.
Can an AI voice agent answer our phones?
Yes. A voice agent picks up every call in natural speech, handles common requests and transfers complex calls with context. At Topgolf Oberhausen it handled 5,000+ calls a month and resolved about 75% with no human.
Will customers know they are talking to AI?
They should, and we build agents that say so. Customers mostly care that they get a fast, correct answer and can reach a person when they need one.
How does an AI support agent avoid giving wrong answers?
It answers only from your knowledge base and the customer's record, which are refreshed on a schedule. If it cannot find the answer, it hands the conversation to a person instead of guessing.
What customer service channel should we automate first?
Usually the one losing the most contacts today. For venues and clinics that is often the phone; for online businesses it is the email or ticket queue.
