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Service and Ticket Chatbots

Intelligent service chatbots for automated customer service and ticket support

Relieve your teams with service chatbots that resolve inquiries directly instead of just forwarding them.

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Learn more

Learn more

Mercury Logo - Full version with bubbles and lettering "Mercury.ai" Conversational AI Platform

Solutions

Platform

Resources

Company

Prices

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The problem

When the surge in tickets meets the shortage of skilled professionals

When the surge in tickets meets the shortage of skilled professionals

High ticket volumes place a heavy burden on modern support structures. An intelligent service chatbot from Mercury.ai takes over automated customer service and pre-qualification, freeing up your specialists' time to focus on complex cases.

High ticket volumes place a heavy burden on modern support structures. An intelligent service chatbot from Mercury.ai takes over automated customer service and pre-qualification, freeing up your specialists' time to focus on complex cases.

Discover Use Cases

Discover Use Cases

Status & Documents

Your intelligent service chatbot retrieves invoices, delivery status, or contract data directly via interfaces (APIs) and provides them in the chat.

Status & Documents

Your intelligent service chatbot retrieves invoices, delivery status, or contract data directly via interfaces (APIs) and provides them in the chat.

Returns Automation

The assistant records return reasons and automatically generates return labels through integration with logistics or ERP systems.

Returns Automation

The assistant records return reasons and automatically generates return labels through integration with logistics or ERP systems.

Proven Expertise

Precise answers to complex technical questions based on your manuals and guidelines – with zero hallucinations.

Proven Expertise

Precise answers to complex technical questions based on your manuals and guidelines – with zero hallucinations.

Smart Ticketing System

The chatbot collects all necessary data (ID, request, context) before a ticket is created in systems such as Salesforce or Zendesk.

Smart Ticketing System

The chatbot collects all necessary data (ID, request, context) before a ticket is created in systems such as Salesforce or Zendesk.

Partner Self-Service

Via the service chatbot, partners receive role-based access to net prices and technical specifications following verification – self-service without any waiting time

Partner Self-Service

Via the service chatbot, partners receive role-based access to net prices and technical specifications following verification – self-service without any waiting time

Contextual Handover

For complex cases, the handoff to human agents includes the complete history and a summary of the case.

Contextual Handover

For complex cases, the handoff to human agents includes the complete history and a summary of the case.

Mercury.ai Chatbots – Control over Chance

Our hybrid approach redesigns modern chatbot service: The flexibility of generative AI meets the precision of controlled, enterprise-level dialogue flows.

Conversational Commerce: Chatbot assists with product selection and ordering process

Ordering & Delivery

The chat answers "Where is my parcel?" in seconds, redirects shipments, enables delivery to neighbors, and records damage reports.

Conversational Commerce: Chatbot assists with product selection and ordering process

Ordering & Delivery

The chat answers "Where is my parcel?" in seconds, redirects shipments, enables delivery to neighbors, and records damage reports.

Hand tapping on a smartphone screen showing an app interface

Returns & Exchanges

The assistant records return reasons, generates the label, and automatically initiates a refund or store credit.

Hand tapping on a smartphone screen showing an app interface

Returns & Exchanges

The assistant records return reasons, generates the label, and automatically initiates a refund or store credit.

Sales representative uses AI chatbot for lead qualification – Conversational AI in B2B Sales

Quick Answers (FAQ++)

Conversational AI explains shipping costs, sizing/fit, payment methods, and care instructions in an easy-to-understand and up-to-date manner.

Sales representative uses AI chatbot for lead qualification – Conversational AI in B2B Sales

Quick Answers (FAQ++)

Conversational AI explains shipping costs, sizing/fit, payment methods, and care instructions in an easy-to-understand and up-to-date manner.

Mercury.ai Conversational AI on all devices – omnichannel customer and sales engagement

Pre-qualification & Ticket Support

The chatbot collects all relevant data (customer number, request) before a ticket is created or handed over to a team.

Mercury.ai Conversational AI on all devices – omnichannel customer and sales engagement

Pre-qualification & Ticket Support

The chatbot collects all relevant data (customer number, request) before a ticket is created or handed over to a team.

Hand operating an electrical switch on a white wall

Seamless Handover

Complex cases are handed over to human service agents including the complete history and context

Hand operating an electrical switch on a white wall

Seamless Handover

Complex cases are handed over to human service agents including the complete history and context

Hand holding smartphone with download symbol on the display

24/7 Expert Advice

Precise answers to technical questions based on your verified product data and documents – with zero hallucinations.

Hand holding smartphone with download symbol on the display

24/7 Expert Advice

Precise answers to technical questions based on your verified product data and documents – with zero hallucinations.

How the Mercury.ai service assistant works

How the Mercury.ai service assistant works

Mercury.ai combines curated knowledge with clear no-code workflows and a seamless handoff to humans – fully GDPR-compliant.

Mercury.ai combines curated knowledge with clear no-code workflows and a seamless handoff to humans – fully GDPR-compliant.

Meet the service assistants

Step 1: Select sources

Step 2: Arrange blocks

Step 3: Handover with Context

Efficiency without compromising on quality

Our solution has proven itself in complex corporate structures and creates measurable added value for Customer Success teams

Self-Service instead of a flood of tickets

Standard inquiries are processed directly in the chat, noticeably reducing the workload on your inbox.

End-to-end instead of ping-pong

Materials, statuses, documents & deadlines are created in dialogue – in minutes instead of days.

Answer at the moment of need

Customers receive clear, consistent solutions – 24/7, on their preferred channel.

Context instead of chaos

Handovers include history, notes, and routing—keeping KPIs measurable at all times.

What our customers are saying

How leading brands use Mercury.ai to redefine service processes.

Proven Success: How Market Leaders Benefit

Proven Success: How Market Leaders Benefit

The conversational AI solution from Mercury.ai has been instrumental in helping us develop a highly personalized chatbot for Maggi.

In addition to its outstanding technological resources, Mercury.ai is the perfect partner thanks to its experience with brand management and process integration in the enterprise environment.

Portrait photo of a smiling woman in business attire

Tina Beuchler

Global Head of Media & Agency Operations, Nestlé

Global Head of Media & Agency Operations, Nestlé

Real-time connectivity for seamless processes.

Connect your tech stack and ticket support to instantly transform dialogues into automated customer service processes with real-time system data.

Mercury.ai dashboard with linked dialogue elements and communication channels shows central control of chatbots and workflows
Abstract 3D molecular structure in blue on a turquoise-green background

One platform. Eight modules. Full control over your service automation.

HYBRID AI ARCHITECTURE

Mercury Intelligence

Generative language meets precise support logic. Reliable answers without hallucinations for the highest first-response quality.

Mercury Intelligence

KNOWLEDGE MANAGEMENT

Knowledge Hub

Manuals, FAQs, and systems as an interactive foundation. Always provide your customers with the latest solutions, thanks to live crawlers.

Knowledge Hub

CHATBOT & OMNICHANNEL

Chat Widget & Channels

Proactive assistance on FAQ pages or via WhatsApp & Messenger. One central logic for all service channels.

Chat Widget & Channels

VOICE AI

Mercury
Voice
Mercury Voice

Telephone support in natural language. Resolve routine inquiries and create tickets – without IVR queues.

Mercury Voice

LIVE CHAT & HANDOVER

Agent
Desk
Agent Desk

Central inbox for all service cases. Handoff to the team with full context. Includes unlimited seats at a fixed price.

Agent Desk

NO-CODE PLATFORM

No-Code Studio

Easily build support flows and troubleshooting guides yourself. Full control for service teams without IT overhead.

No-Code Studio

CHATBOT INTEGRATION & API

Integrations

Seamless data exchange with Zendesk, Salesforce or SAP. Directly create tickets and request status updates in real time.

Integrations

STRATEGIC INSIGHTS

Analytics & Insights

Detect automation rates and bottlenecks early. Identify knowledge gaps and increase service quality based on data.

Analytics & Insights

Abstract 3D molecular structure in blue on a turquoise-green background

One platform. Eight modules. Full control over your service automation.

HYBRID AI ARCHITECTURE

Mercury Intelligence

Generative language meets precise support logic. Reliable answers without hallucinations for the highest first-response quality.

Mercury Intelligence

KNOWLEDGE MANAGEMENT

Knowledge Hub

Manuals, FAQs, and systems as an interactive foundation. Always provide your customers with the latest solutions, thanks to live crawlers.

Knowledge Hub

CHATBOT & OMNICHANNEL

Chat Widget & Channels

Proactive assistance on FAQ pages or via WhatsApp & Messenger. One central logic for all service channels.

Chat Widget & Channels

VOICE AI

Mercury Voice

Telephone support in natural language. Resolve routine inquiries and create tickets – without IVR queues.

Mercury Voice

LIVE CHAT & HANDOVER

Agent Desk

Central inbox for all service cases. Handoff to the team with full context. Includes unlimited seats at a fixed price.

Agent Desk

NO-CODE PLATFORM

No-Code Studio

Easily build support flows and troubleshooting guides yourself. Full control for service teams without IT overhead.

No-Code Studio

CHATBOT INTEGRATION & API

Integrations

Seamless data exchange with Zendesk, Salesforce or SAP. Directly create tickets and request status updates in real time.

Integrations

STRATEGIC INSIGHTS

Analytics & Insights

Detect automation rates and bottlenecks early. Identify knowledge gaps and increase service quality based on data.

Analytics & Insights

FAQ – Frequently Asked Questions from Service Managers

Schedule a meeting

Can the chatbot create tickets directly in our CRM?

How quickly is the solution ready for use?

How does Mercury.ai handle special cases?

Does the platform support international subsidiaries and multilingualism?

What happens if the AI cannot answer a question?

How does the Service Chatbot improve our partner support?

Four black dots on a white background as a symbol for interaction or user interface at mercury.ai

Interested in intelligent service chatbots for your customer service?

Resolve inquiries right where they arise – quickly, measurably, and directly.

Book a demo

Four black dots on a white background as a symbol for interaction or user interface at mercury.ai

The Mercury.ai service assistant resolves cases directly in chat – fast, measurably, and without detours.

The Mercury.ai service assistant resolves cases directly in chat – fast, measurably, and without detours.

Get started with Mercury now

Live in Bielefeld · 10. Juni

KI im Mittelstand

Das kompakte Event für Entscheider:innen. 3 Perspektiven, 20 Plätze.

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