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AI 500 · AI

AI Customer Service Agent Manchester

An AI customer service agent works through your support inbox, ticket queue and live chat, looking up orders, handling routine returns and drafting replies in your house style. We build them for Manchester businesses whose support team spends most of the day answering the same questions, while keeping a person in charge of anything that matters.

  • Since 2003trading in Manchester
  • 20,000+UK businesses helped
  • Collect M8Unit 3, 116 Bury New Road
  • A personchecks every file
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AI 500

Chatbots and assistants

Every job is a fixed quote, agreed in writing before any work starts. No obligation.

All 20 AI servicesOr tell us what you need and we will quote it.Talk about AI

What a support agent does that a chatbot does not

A website chatbot answers questions on one page. A customer service agent sits behind every support channel at once: email, a helpdesk such as Zendesk, Freshdesk or Help Scout, and chat. It reads each message and either answers or prepares an answer for your team. For a simple chat window on your site, our AI chatbot creation page is the better fit.

It also acts on real data. Connected to your shop’s API, it can tell a customer where their parcel is and start a returns request, so answers come out of your records rather than a guess.

Language models still get things wrong, so at first the agent only drafts and staff approve each reply. Once one type of question shows consistently correct drafts, you can let those send automatically.

Teams this suits

It works best where tickets are frequent, repetitive and tied to data the agent can look up.

  • Online shops on WooCommerce or Shopify, where order status and returns make up most of the queue.
  • Subscription businesses fielding billing date, pause and cancellation questions.
  • Trade suppliers answering stock and delivery queries.
  • Service companies handling booking changes and job status updates.

Building your support agent

1

Read a sample of tickets

We sort a few hundred anonymised tickets into types, so we know which the agent should handle and which it must never answer.

2

Write the escalation rules

We agree what always goes to a person: complaints, refunds over a set amount, legal threats and vulnerable customers.

3

Connect your systems

We link the helpdesk, mailbox and shop API with read access first, adding write actions only where you approve.

4

Set the tone

We write a style guide covering greetings, apology wording and words you never use.

5

Run in draft mode

Staff approve every reply while we track how often drafts are sent unchanged, edited or rejected.

What you get

  • An agent connected to your helpdesk, mailbox and chat
  • Order lookup and returns handling through your shop’s API
  • Written escalation rules built into the routing
  • A style guide the agent follows for every reply
  • Logs of every lookup and reply
  • Monthly resolution and handover figures

Rules an AI support agent still has to follow

Automating replies does not change what you owe customers. UK consumer law still applies to every answer the agent gives, including the right to cancel most online orders, faulty goods rights and what you tell people about refunds. We write your current policies into the agent’s source material so it never offers more or less than they allow. This is not legal advice; check your policies with a solicitor if unsure.

We track resolution rate, the share of conversations closed without a person, and handover rate, the share passed to one. A falling handover rate alongside rising complaints means the agent is closing tickets it should not.

Every step is logged, so a disputed answer can be traced. If you also take messages on WhatsApp, a WhatsApp AI chatbot can feed the same queue.

Frequently asked questions

Will the agent reply to customers without anyone checking?

Not at first. It starts in draft mode with every reply approved by staff. Later you can switch on automatic sending for named question types where the drafts have been consistently right, and switch it off again at any time.

Which helpdesks can you connect it to?

Most helpdesks with an API, including Zendesk, Freshdesk, Help Scout and Gorgias, plus shared Gmail or Outlook mailboxes. Without an API, we look at email forwarding and tell you plainly what is possible.

Can it issue refunds?

It can prepare a refund for approval, but we recommend a person confirms any payment. Refunds are hard to undo, so the agent gathers the order details and reason, then staff press the button.

How do customers reach a real person?

They can ask at any point, and the conversation moves to your team with the full history attached, so nobody has to repeat themselves. Angry or confused messages are also routed to a person automatically.

Does our customer data get used to train AI models?

We use providers whose business API terms say customer data is not used for training by default, and we check the current terms before building. Personal details are only passed to the model where a reply needs them.

Related services

Send us a description of your support queue for a fixed quote on a customer service agent, or talk it through on 0161 315 1151 or WhatsApp 07737 902425.

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