How AnswerPal Works: Process Overview

A website visitor opens the chat and asks, “What are your opening hours?”

• The chat is received and the topic is detected using the chat URL and message.
• AnswerPal recognizes it as a standard FAQ and retrieves the answer from your knowledge base.
• The AI instantly sends the answer in the chat window. Human involvement: None.

A customer emails, “Where is my order #12345?”

• The email passes spam checks.
• AnswerPal detects the topic and order number from the subject and body.
• An API call retrieves the order status from your ERP.
• The AI drafts a personalized reply including order and tracking details.
• A customer service representative reviews and sends the reply. Human involvement: Yes, for review and sending.

A user messages, “I forgot my password.”

• WhatsApp message is received and the topic detected.
• AnswerPal triggers an API call to generate a reset link.
• The AI sends the reset instructions back via WhatsApp. Human involvement: None.

A customer emails, “Can you give me the latest status and documents for project Apollo?”

• The email passes spam checks.
• The AI detects the topic and extracts "project Apollo".
• An API call determines the project ID and updates the custom field.
• The AI retrieves the latest status and documents using the custom field.
• A detailed draft reply is generated and sent to a CSR for review and sending. Human involvement: Yes, for review and sending.

A customer calls: “My internet connection is down.”

• The AI listens and detects the technical support topic in real time.
• It retrieves the customer’s account using their phone number.
• The AI checks for known issues and offers real-time troubleshooting.
• If unresolved, the call is escalated to a human agent with full context. Human involvement: Only if escalation is needed.

A customer starts a chat about a billing dispute, then requests a callback.

• The chat is received, topic detected as billing.
• The AI provides initial info and offers escalation.
• The customer requests a callback; AnswerPal creates a ticket and schedules a call.
• The agent who calls has full context from chat and previous interactions. Human involvement: Yes, for the follow-up call.

A customer sends, “Great service, thank you!”

• The message is detected as feedback.
• AnswerPal logs it, sends a thank-you response, and flags it for reporting.
• If negative feedback is detected, the system can escalate or trigger follow-up. Human involvement: Only if escalation is triggered.

A supplier emails, “Please send me the latest invoice for account 789.”

• The AI detects the invoice request.
• It retrieves the invoice from the ERP.
• The AI drafts a reply with the invoice attached, which is sent to a CSR for review and sending. Human involvement: Yes, for review and sending.

A logged-in user asks, “Is there any planned maintenance this week?”

• The chatbot detects the maintenance inquiry.
• It retrieves upcoming maintenance events and sends an immediate reply. Human involvement: None.

An employee emails HR: “I need a copy of my latest payslip.”

• The email is processed and the topic detected.
• The AI retrieves the payslip from the HR system.
• The AI drafts a reply with the payslip attached, sent to HR for review and sending. Human involvement: Yes, for review and sending.