AI customer support that answers first and hands off to your team

Short answer: In Alori, an AI support bot already answers your website visitors from your help center articles, prices and hours, and passes the chat to a person when it cannot help. Around it, the support desk tracks the requests that take more than one reply: tickets with an assignee, a status and a response time per priority.

The problem: the same questions, all day

A small team answers the same questions over and over: hours, service area, prices, how to book, where an order or visit stands. Every answer pulls someone off real work. After hours, nobody answers at all, and the visitor leaves.

Most AI customer support tools fix part of this, but they bring their own costs:

• Another subscription, with its own login and its own customer list.
• A bot that answers from a separate knowledge base nobody keeps up to date.
• A handoff to a person that lands in yet another inbox.

In Alori, the bot, the help center and the inbox are parts of the same all-in-one app, on the same customer records.

How the support bot works in Alori today

1. Turn on the chat. In your CRM, open Front desk and turn on Chat bubble on your website. You can also paste one line to show the same chat on another website, like WordPress or Wix.
2. Choose who answers. Under Who answers, pick Bot answers first, You first, bot as backup (the bot answers when nobody replies within 2 minutes), or Only you, where the bot writes a suggested answer for you.
3. The bot answers from what you know. It uses your price list, your services and hours, your published help center articles, and the facts in Company memory you mark as Customers can know this. If a visitor asks, it says it is an AI assistant.
4. It hands off with a reason. When it cannot help, the chat goes under New messages in Conversations with the reason, like The bot didn't know the answer, They asked for a person, Urgent or Wants a quote. The owner gets an email, and the bot's suggested answer is already in the reply box.
5. Take over, then give it back. Click Take over to answer yourself, and Give back to the bot when you are done. If the visitor left the website, your answer also goes by text or email.
6. It learns from you. When you answer a chat the bot passed on, it remembers the answer for next time, with an Undo.

Front desk also shows how many chats came in this week, how many the bot answered, and the star ratings visitors gave the bot and each teammate. Front desk › KPIs shows how long visitors wait for a person, over 7, 30 or 90 days. For the full setup, see website chat bot.

When a request needs more than one reply: tickets

The bot answers chats. Tickets give structure to requests that take more than one reply:

• File a ticket from the conversation. It starts in Triage, tied to the customer's record, and gets a number like SUP-12.
• An assignee and a status. The ticket moves through your team's steps on a list or a board.
• Response times per priority. A customer's ticket past its time turns red and counts on the menu.
• The customer kept in the loop. Alori emails them when their ticket moves to in progress, done or closed.

See ticket SLA tracking for the details.

What else comes with it

• A support email: forward your support@ inbox to Alori, and the bot can answer those emails too.
• A help center on your website at /help, with articles you write, import from a link, or import from Intercom or Zendesk, and French or English translations on request.
• A one-click satisfaction survey after you close a conversation, with a Google review link for happy customers.
• One shared inbox for texts, emails and website chats, with internal notes and @ mentions for teammates.
• AI-drafted replies: turn on Draft my replies on your Email page, and Alori leaves a draft for each email that needs one.
• Ask Alori "What do my customers ask most?" to find the questions worth an article.

Who it is for

• SaaS companies whose customers ask how-to questions at any hour. See Alori for SaaS.
• Managed IT providers who get the same first questions from every client.
• Any service business that answers prices, hours and booking questions every day.

FAQ

Is the AI customer support bot live? Yes. The website chat bot is live today: it answers visitors, hands chats to your team with a reason, and learns from your answers. Tickets with response times are live too.

Does the bot answer phone calls from customers? No. The website bot answers chats. Your business phone can play a menu, ring your team and take voicemails with transcripts. Your own team can text or call the bot from their mobile, but customers who call reach your team.

Can the bot make mistakes? It answers only from your price list, services, hours, published articles and the Company memory facts you allow. When it does not know, it passes the chat to you instead of guessing. You can keep its sources up to date at any time.

Does it use credits? Yes. The bot uses credits when it answers visitors, like the rest of Alori's AI. Starting is free, no card needed. See pricing.