AI IN CUSTOMER SERVICE
Conversational AI that instantly answers recurring queries, relies on your verified sources, and hands over to your team when needed.
Made & Hosted in Germany · Go-Live in 4 to 6 Weeks
Always accessible
Answers from your sources
Hosting in Germany
Go-live in 4 to 6 weeks
THE INITIAL SITUATION
A large portion of service inquiries consist of the same questions regarding orders, contracts, and accounts. They end up in the queue, processing times increase, and qualified employees spend their day on routine tasks instead of the cases that truly require human attention.
Generic AI tools only solve half of the problem. They respond based on open world knowledge, often process inputs outside the EU, and cannot be tied to your verified content.
Always accessible
Standard questions are answered instantly, at any time of day and in your customers' language.
Reliable Information
Answers are generated exclusively from your verified sources, significantly reducing the risk of hallucination.
Hosted in Germany
Processing exclusively in the EU, compliant with GDPR and under your control.
HOW IT WORKS
The model orchestrator recognizes the intent, finds the answer in your knowledge base, verifies the source and authorization, and formulates the response from it.
1
Detect
2
Find
3
Rate
4
Check
5
Formulate
USE CASE
Customers ask about their order status 24/7. The chatbot retrieves the information from your system and responds instantly, with no waiting time and without creating a ticket.
Real-time status from shop or ERP system
Proactive notifications in the event of delays
USE CASE
The chatbot guides users step-by-step through the returns process, generates the required label, and hands over special cases to a human agent.
Guided process instead of form chaos
Escalation to your team in case of exceptions
USE CASE
Standard inquiries regarding tariffs, invoices, and master data are sourced directly from your verified reference points, completely traceable back to the source.
Answers only from approved content
Securely hand over sensitive processes to employees
CHANNELS & INTEGRATIONS
Web Chat
WhatsApp & Messaging
CRM & Ticket Systems
PRACTICE
Volkswagen Bank automates recurring customer inquiries with Mercury.ai and relieves the burden on its service team in a highly regulated industry.
Connection to web, WhatsApp, and other channels via a single platform.
Integration with existing CRM and ticket systems.
Use of the Agent Desk for seamless handover to service agents.
Read the Case Study
Traceable answers from your verified sources
Clear escalation path to a human
Processing exclusively within the EU, no training using your data
Integration with CRM, ticketing system, and knowledge base
Channels like Web, WhatsApp, and email from a single source
Evaluation of open-ended questions for continuous improvement
Will the AI chatbot replace my service team?
No. It handles recurring standard inquiries, freeing your team to focus on cases that require human judgment. If a source is missing, it hands over to a human agent.
Which channels does the chatbot use to respond?
Via web chat, WhatsApp, and other channels from a single platform. Integration with CRM and ticketing systems ensures seamless processes.
How reliable are the answers?
Answers are generated exclusively from your verified sources. The hybrid architecture significantly reduces the risk of hallucination and hands over to a human if no source is available.
How quickly can the chatbot go live in service?
Typically in four to six weeks, using the no-code platform and pre-built modules.
We will show you, using your own content, how an AI chatbot can relieve your customer service team and provide reliable answers.