Question outside business hours – what does it mean?

How it works

If the question comes at night or at the weekend, the assistant still answers from the company’s knowledge base. Anything that needs a person is handed off by the assistant, and the question is added to the colleague’s morning list. The answer is given in the customer’s language, even if the content is in another language.

The morning list also includes the answers, so the colleague arriving in the morning can see what was resolved and what remains open. Unanswered questions also appear in the weekly summary.

An example from a company

On a Saturday afternoon, a prospective customer asks about opening hours and the delivery time. The assistant answers the question on opening hours from the knowledge base. The delivery time is not in the knowledge base, so it asks for contact details and hands the question off to a colleague.

On the morning list, the colleague sees both questions and knows which one remained open.

What this means for business owners

Some questions arrive when nobody is in the office. Ask the provider whether the assistant also answers outside business hours, and how the colleague sees the list in the morning.

If the assistant does not answer at these times, the customer moves on and the company loses a prospective customer. An assistant that also answers at night and at weekends reduces this loss.

How we do it

The assistant also answers at night and at weekends from the company’s knowledge base, in the customer’s language. Unanswered questions appear in the weekly summary and can be taught with one click.

The data, including model calls, stays in the EU, and the retention period is 90 days.