A customer who can move forward.
An answer based on your knowledge, a status from the right system or an employee who takes over the question with context.
Archie for Customer Service
More attention
More attention
for your customer.
Archie helps out.
AI for customer service, from the first question to the next step. Archie helps customers and employees with your knowledge, conversations and connected actions.
Your knowledgeYour systemsYour control
Sam has a question“My package still hasn’t arrived. Where is it?”
Archie looks into it for you
Your order is on its way.Expected: tomorrow, 10:00 to 12:00.
The latest status, clearly explained.
Illustrative example · fictional order detailsAI for customer serviceFrom searching
From searching
to helping further.
Archie is VANAD Digital’s AI platform for customer service. It connects knowledge, employee support, customer conversations, actions and insights.
A team with more guidance.
The right information and work instructions during customer interactions. Less searching across sources, more attention for the conversation.
From customer question to next stepAn ordinary customer question.
An ordinary customer question.
One less thing to worry about.
See how Archie brings knowledge, conversations and actions together. Choose a situation and follow the conversation.
In conversation with Archie
ArchieAnswer & next step
ExampleSam · CustomerMy package still hasn’t arrived. Where is it?
Archie
Your order is on its way. Delivery is scheduled for tomorrow between 10:00 and 12:00.
Delivery arrangements + connected order statusSam · CustomerCan I track the delivery?
Archie
Yes. Open the tracking link in your shipping confirmation. There you’ll find the latest delivery information.
Next step: track your shipmentWhat happens behind the conversationA status question.
A status question.
A clear answer.
- The right orderUse verified customer context and permitted order details.
- Knowledge and up-to-date dataCombine your delivery arrangements with the status from the order system.
- A suitable next stepProvide the status and explain how the customer can proceed.
ArchieAnswer & next step
ExampleSam · CustomerThe lamp arrived damaged. Can I return it?
Archie
That’s unfortunate. I have your order details here. According to our return policy, you can register the damaged lamp. Shall I submit the return request?
Return policy + order detailsSam · CustomerYes, please register the return.
Archie
Your return request has been registered. You’ll find the instructions and return label in your confirmation email.
Confirmed by the connected returns systemWhat happens behind the conversationFrom a return question
From a return question
to a confirmed request.
- Bring in the policiesCheck the item and the applicable conditions using your returns knowledge.
- The customer confirmsPresent the return request before an action is carried out.
- Register the requestUse the connected returns process and only confirm after successful registration.
ArchieAnswer & next step
ExampleNoor · EmployeeA customer is waiting for a refund. Where do I start?
Archie
First check whether the return has been received and what the payment status is. Compare that status with the processing time in your returns procedure.
Work instruction: refund after returnNoor · EmployeeThe deadline has passed and the refund still hasn’t been paid.
Archie
Forward the question to the team that handles refunds. Include the order number, return date and current payment status.
The employee determines the next stepWhat happens behind the conversationYou lead the conversation.
You lead the conversation.
Archie helps you move forward.
- Find the work instructionArchie Knows retrieves the relevant explanation from your knowledge base.
- Support the employeeArchie Helps clarifies what you need to check and do.
- Your team stays in controlThe employee assesses the situation and follows the agreed process.
Illustrative conversations with fictional data. Current customer data and actions require appropriate access, connected systems and configured processes.
Archie's four skills
Stronger together in service.
From the right answer to the next step. Discover how the four skills reinforce one another.
01Knowledge
Archie KnowsAn answer starts with knowledge.
Bring articles, policies and work instructions together. Employees and AI use the same managed knowledge base.
Discover Archie KnowsArchie KnowsExample
How do I report a damaged item?
RELEVANT KNOWLEDGE
Returns for damaged items
Use the returns procedure for damaged items. First check the order and the applicable policies.
One knowledge base for your team and AI.
02Agent Assist
Archie HelpsMore guidance for your employee.
Help your team during customer interactions with relevant information and an explanation of the next step. The employee assesses the answer and remains in control.
Discover Archie HelpsArchie HelpsExample
EMPLOYEEThe customer is waiting for a refund. What should I check?
Archie gets you started
Check that the return has been received and verify the payment status. Compare these with your processing time.
You assess the situation and help the customer.
03Digital Conversations
Archie TalksA conversation that moves things forward.
Let Archie answer customer questions via chat and voice. If human assistance is needed, Archie supports the handover with the question and conversation context.
Discover Archie TalksArchie TalksExample
CUSTOMERMy order is damaged. What now?
Archie
That’s unfortunate. I’ll help you find the right return procedure.
Need an employee?The question and conversation context are included.
04Automation
Archie ActsFrom answer to execution.
Connect the conversation via the Action Center to an action in your systems. For example, register a request or change an appointment, with confirmation where necessary.
Discover Archie ActsArchie ActsExample
THE NEXT STEPSubmit a return request
- 01Retrieve the orderRetrieve permitted data
- 02Confirm the selectionThe customer checks the request
- 03Execute the actionVia the linked return process
Fits into your service environmentYour channels.
Your channels.
The same knowledge behind them.
Customers ask their questions via chat or phone. Employees work in their own environment. Archie connects those contact moments with your knowledge and available system data.
Start where the need lies. We set up integrations with CRM, contact centre and back-office systems based on available APIs, access rights and your processes.
Where customers and employees connect
Customer contactChat & voice
EmployeesAgent Assist & Teams
Archie for Customer ServiceKnowledge, conversations and actions
Your knowledgeArticles & policies
Your systemsCustomer & process data
Your workflowsActions & follow-up
Archie in practice
Other teams got there before you.
See how Jumbo, Simyo and Xenos use Archie for their customer service.
JumboKnowledge within reach.
Customer service agents find answers and work instructions based on validated knowledge.
Read the Jumbo case
SimyoA digital buddy for your team.
Archie helps employees during customer conversations with one central knowledge base and relevant answers.
Read the Simyo case
XenosHelp with damaged products.
Read how Xenos uses chatbot Xenna to help customers with a damaged product.
Read the Xenos caseStart small. Expand with purpose.Start with a question
Start with a question
that is already coming in today.
Choose one recurring customer question. Test what works with your team, then expand in a targeted way.
A POSSIBLE STARTING POINTLess searching
Less searching
for return-related questions.
Start with the explanation employees need. Add current statuses or actions once knowledge, access and follow-up are properly set up.
A QUESTION FROM PRACTICE“The customer is waiting for their money.What is the next step?”
Choose a clearly defined question.
See which questions come up often, where employees search and when an answer is good enough.
Prepare knowledge and follow-up.
Check sources, access and exceptions. Define when Archie helps and when an employee takes over.
Test with your own practice.
Assess answers, search time and repeat contacts. Use the results to improve knowledge and choose the next application.
Discuss your first application
Your customer questions are the starting point.
Good to knowYour questions.
Your questions.
Clearly answered.
From the first application to integrations and human support. This is what you need to know before you get started.
What can AI do for our customer service?
AI can help employees find information, answer customer questions and support recurring follow-up steps. Archie combines four skills for this: Knows for knowledge, Archie Helps for employees, Archie Talks for conversations and Archie Acts for connected actions. Which application fits depends on your customer questions, knowledge and processes.
What is the difference between Agent Assist and an AI agent?
Agent Assist supports an employee who handles the customer contact themselves. An AI agent has a conversation directly with the customer. At Archie, these applications are covered by Archie Helps and Archie Talks, respectively. Both can work from the same knowledge base.
Do we need to use all four skills at the same time?
No. For example, start with a knowledge base for employees or a clearly defined customer question via chat. You can then add additional skills. For each expansion, determine which knowledge, integrations and controls are needed.
Can Archie work with our CRM or contact center?
Archie can connect to CRM, contact center and back-office systems through API integrations. The possibilities depend on the available APIs, access rights and setup. We review in advance which data and actions are needed for your application.
Can Archie carry out a return or change itself?
With Archie Acts, you connect conversations to configured workflows. A return request or change requires a suitable integration, permitted data and clear confirmation steps. Archie can only report an action as completed once the connected process confirms it.
When does an employee take over?
Define in advance which questions and exceptions should be forwarded to an employee. This could include missing information, a complex complaint or a customer requesting personal assistance. Archie can pass on the question and conversation context; the actual routing should align with your contact center and working agreements.
How do we maintain control over knowledge and personal data?
Determine which sources Archie uses, who gets access and who reviews changes. Also discuss which personal data is needed for the application and how it is processed. More information is available on Security & privacy.
How much does Archie cost for customer service?
Costs and planning depend on the applications selected, usage, and the required setup and integrations. Bring a familiar customer question to the demo. We’ll make the scope and next steps for your situation concrete.
Make it personalYour customer question.
Your customer question.
Our next step.
Bring a question your team receives every day. Discover how Archie can help your customers and employees.
Support for your own employees too? Discover Archie for HR
