Routine questions, stuck in the queue
Questions about orders, points or opening hours queue up for staff every day, so the cases that really need a person wait longer.
AI that works alongside your team
AI answers. Your team takes over when it matters.
Sherpa answers customers in their own language, from knowledge your team approved and live data from your systems. When it can't answer, it doesn't guess. It hands off to your staff with the full conversation.
Customers shouldn't have to wait, or get a guess for an answer.
Answers, not guesses
When money or an order is involved, an answer that's only a guess costs trust. And when the chat finally reaches a person, they have to ask the customer everything again.
From the first question to a better answer next time
-
Step 1
The AI answers
Using the knowledge and skills your team approved, plus live data from your systems such as order status and stock.
-
Step 2
Hard cases go to a human
It opens a case and notifies the LINE group of the team in charge, whether a branch or a department, with a link to the full conversation. Staff never start from zero.
-
Step 3
Staff reply right away
From their phone in LINE, or from the web back office. The reply reaches the customer on the same channel. Then close the case, or hand it back to the AI.
-
Step 4
You approve, and the AI gets better
Sherpa learns from how your staff handled the case and drafts an update for review. Nothing reaches customers without human review. Once approved, the AI uses it in the very next chat.
Tools your customer service team can use every day
Case queue with SLA timers
See at a glance which cases are close to or past their deadline. Move cases across the board, claim one so no one replies twice, and have the AI follow up with the customer.
Playground
Rehearse with the AI using mock customers and orders, before a real customer does.
A persona that sounds like your brand
Set the assistant's name, how it refers to itself, how formal it is and how long its answers are. Pick one polite particle, ค่ะ or ครับ, so it never mixes them in one sentence.
Customer mood on the case card
The case page staff open from LINE shows the customer's mood and keeps updating while they wait, so staff know what to handle first.
Routes to branches and departments
Each branch or department gets its cases in its own LINE group, as you set it up. Anything unassigned goes to a central group, and you choose which knowledge applies to which branch.
A chat widget in your brand
Set the colour, logo, title, greeting and position, then add it to your website or your app.
AI performance page
See how much the AI resolves on its own, why it hands cases off, and how satisfied customers are, both today and over time.
You decide what the AI can do
Personal data stays tied to its owner
The AI can only use the tools you allow. Tools that return personal data, such as orders, are always tied to the customer in that conversation, never to a value the AI fills in itself.
Every change is approved by a person
New knowledge and skills arrive as drafts, with their source, the old text next to the new, and the reason. Nothing is published without human review.
Full erasure of customer data
When a customer asks, permanently erase their conversations, cases and profile, including the AI's long-term memory of them.
On the channels your customers already use
Every channel lands in one system, and staff replies go back the way the customer came in.
Web chat
A widget on your website that also works inside your mobile app.
LINE OA
One-to-one chat on your official account.
Messenger
Receive and reply to messages on your Facebook Page.
Your team gets cases in LINE groups and manages everything from the web back office.
See Sherpa at work
We'll walk you through it, from a customer's first message to the AI learning from your team.