A clear answer as a first step.
Let Archie answer frequently asked questions using the information you manage. Customers can find answers to their questions, and employees can focus on situations that require more attention.
ARCHIE TALKS · AI AGENT
An AI agent for optimal service.
Answer customer questions from your own Knowledge, take related actions, and involve a staff member when necessary. Archie connects the conversation to the next step.
- Responses from controlled Knowledge
- Follow-up actions through your linked processes
- Transfer, including the question and context
Part of Archie Talks. Linked to Knowledge, Action Center, and Insights.
Archie TalksAI Agent
My order is damaged. What should I do?
That's too bad. You can report a damaged item through the returns process. I'll help you figure out the next steps.
Information UsedProcedure for a Damaged Item
The answer depends on the information you provide.
Damaged itemSource Citation
Can you process a return for me?
I can prepare the return request for you. Please review the details and confirm the request before I submit it.
Scheduled ActionReturn Request
Confirmation RequiredThe customer sees what action is being performed before it is confirmed.
Linked Return ProcessPre-execution check
I'd like to speak with a staff member.
I'll forward your request to customer service. I'll include your question and the reason for the transfer so that a colleague can take over.
Reason for transferThe customer asks for an employee
The request remains available in the conversation transcript.
Include the question and contextIntegrated chat environment
Illustrative examples. Responses, actions, and follow-up will depend on your setup and availability.
Relatable in Customer ServiceThe same questions keep coming up.
The same questions keep coming up.
Your team has to start over again and again.
Many questions follow a recognizable pattern. When information, customer context, and follow-up actions are scattered, each interaction requires time and attention all over again. That’s where an AI agent can support your team.
The conversation leads to action.
Link customer inquiries to a related process. Examples include creating a case, sending a confirmation, or scheduling an appointment. The available actions depend on your system configuration.
Human aid where it's needed.
Is a customer asking for a specific employee, or is there insufficient information? Use a clear handoff process that includes the request and the reason for it, so the call can be handled effectively.
How the Archie AI Agent Works
From a question to the right next step.
Start with the questions your customers ask and the processes you use to help them. Archie uses your Knowledgeavailable customer context and associated actions to move the conversation forward.
Give the agent a solid foundation.
Determine which questions Archie is allowed to answer and which Knowledge belongs to it. The agent checks whether the available information sufficiently supports the answer. It displays the sources on which the answer is based.
Relate the answer to your process.
Have Archie prepare or execute a linked action as appropriate. Customer-specific actions may require the customer to log in. For actions with consequences, the customer can see what is happening and can provide explicit confirmation.
Assign the route to an employee.
A request for human assistance halts the normal flow of AI responses and sends a handoff signal to the linked chat environment. The question and reason remain in the transcript. Tailor the follow-up to your staffing levels and business hours.
What if Archie doesn't have enough information?
Archie checks whether available Knowledge and results from linked tools sufficiently support the answer. If not, the configured “No Answer” handling can be used. Transfer can also begin after a configurable number of unanswered questions.
How does Archie use customer context?
When a customer is logged in to a connected portal, Archie can use verified data to provide an appropriate response. Examples include a contract, installation, or address. This context is limited to the individual conversation and expires when the customer logs out or when the data expires.
A conversation tailored to the customerThe right information.
The right information.
At the right time.
A useful response is tailored to the question, the language, and the situation. Archie integrates that support with the knowledge and processes your organization manages.
The same information is provided after each answer.
Have the AI agent and your employees work from the same controlled Knowledge. This helps minimize discrepancies across channels and makes the information behind responses easier to verify.
Clear, even when words aren't enough.
Help customers in their own language. In web chat, relevant images from knowledge base articles can supplement an answer—for example, when providing instructions, describing a component, or explaining a procedure.
The next step, with clear agreements.
Link actions to your existing processes. Use authentication when a tool requires it, and have customers explicitly confirm actions that have consequences. Authentication and confirmation remain visible in the conversation.
Start with the channel your customers use.
Archie can support digital conversations via web chat, WhatsApp, Messenger, and Instagram. We tailor the channels, integrations, and handoffs to your customer contact environment.
Web ChatWhatsAppMessengerInstagram
Learn from recurring questions. Insights highlights recurring questions, trends, and missing information. Use those signals to Knowledge and service.
Discover Archie InsightsArchie in Practice · Xenos
Xenos connects the conversation to the solution.
At Xenos, customers use the Xenna chatbot to look up their order and indicate which item is damaged. An automated process for a refund or replacement then begins. In this way, Xenos links the customer’s request to the resolution of the issue.
Read the Xenos case studyGood to KnowYour questions.
Your questions.
Clearly answered.
From the customer's initial inquiry to a follow-up action. Here's what you need to know before you get started.
What does an AI customer service agent do?
The Archie AI agent helps customers by providing answers based on your Knowledge and can support follow-up actions through integrated processes. If human assistance is needed, the conversation can be transferred to an agent. During setup, you determine which questions and actions are appropriate for the application.
What's the difference between this and a simple chatbot?
At Archie, Knowledge, conversation context, and linked processes all come together. The agent can answer questions, use information from available sources, and initiate an appropriate action. The capabilities depend on the knowledge, access rights, and processes you connect.
What happens if the officer doesn't know the answer?
Archie checks whether the answer is sufficiently supported by Knowledge the results from linked tools. If the support is insufficient, the configured “No Answer” route can be used. You can also specify the number of unanswered questions after which a transfer is initiated.
Can a customer always ask for a specific employee?
Yes. An explicit request for an agent stops the normal flow of AI responses and sends a transfer signal—along with the reason—to the linked chat environment. Whether someone is available immediately depends on your staffing levels, business hours, and setup.
What actions can Archie perform?
For example, using linked processes, Archie can create a case, send a confirmation, or schedule an appointment. You determine which actions are available when setting up the system. For customer-specific actions, authentication and explicit confirmation can be used.
Can Archie integrate with our existing systems?
Archie can integrate with existing CRM systems, ticketing platforms, and other business systems through links and the Action Center. Together, we’ll determine which interfaces, data, and access rights are needed for your application.
Which channels and languages are supported?
Archie supports digital conversations via web chat, WhatsApp, Messenger, Instagram, and other platforms. Customers can communicate in their own language. We tailor the specific combination of channels, language settings, and transfer routes to your environment.
How much does an AI agent cost, and how do we get started?
Start with the most common reasons for contact and the processes you use to handle them. In a personalized demo, we’ll review the necessary Knowledge, channels, integrations, and data transfers. Then we’ll finalize the approach, costs, and timeline.
Make it personal
From the customer's request to the next step.
Bring a few common customer questions with you. Work with an Archie expert to determine which questions you can automate, which processes align with this, and where human assistance is still needed.
Your practice as a starting point. Together with an Archie expert.