HomeAI chatAI customer service
An assistant that knows what it is not allowed to answer.
For AI in customer service, CoderConda’s assistant sorts every enquiry on arrival, before a ticket exists: what it closes, what it prepares and what goes straight to a person. That way forty identical delivery-status questions do not push the one complaint to the back.
- Channels
- Mail, chat, phone, WhatsApp
- Sorted
- Before the ticket
- Measured
- Solved without a return
02Not how much a machine takes away, but what it should not touch.
01 · THE PROBLEM
It is not the hard cases that cost the time. It is the identical ones.
- Monday
The same question, four channels
Delivery status gets asked in the inbox, in the chat, over WhatsApp and on the answering machine. Each reply takes two minutes and has to be written separately.
- Tuesday
The complaint gets the quick answer
In between sits a case that needed a good one. It gets a short one, because eighteen more messages are waiting behind it.
- Wednesday
Two cases, one request
A customer writes a second time because the first answer got lost. Now two cases for the same matter sit in two channels.
- Friday
The pile is empty, the case is not
Everything short has been handled. Tuesday’s complaint is still open and starts next week at the top, only angrier.
02 · THE FOUR PILES
One decision per request, and the fourth pile is the one that matters.
- Pile 01
The assistant closes it
Delivery status, opening hours, dimensions, warranty periods, part numbers. Answered from your own sources, with provenance, without anybody looking at it.
- Pile 02
It prepares it
Category, summary, customer history and a draft reply are ready. A person reads, changes a sentence and sends.
- Pile 03
It hands it over at once
Complaints, goodwill, exceptions — anything with money or annoyance attached. The assistant records and forwards without forming a view of its own.
- Pile 04
It never touches it
Cancellation rights, terminations, warranty, legal questions, complaints about individuals, anything health-related. That list lives in the contract, not in an instruction to the model.
Solved without a return
03 · WHAT GETS BUILT
Six parts, and one of them is a list of prohibitions.
01Mail · chat · phone · WhatsApp
Sorting before the ticket
Every incoming message gets a category, an urgency and a pile. What gets closed never becomes a ticket and appears in no queue.
02A source per answer
Answers with provenance
Answers come from your own sources: service pages, price list, delivery data, contract terms. For every answer it is traceable where it came from.
03On request · at once · with the thread
The handover point
One sentence is enough to reach a person — no loop, and no need to tell the whole story again.
04Cancellation · goodwill · law · health
The register of prohibitions
Subjects the assistant does not answer even where it could. They stand in the contract and get checked, not merely mentioned in an instruction.
05The existing system, not a new one
Connected to what is there
Ticketing, inbox, inventory, CRM. People keep working where they are used to working — only fewer repeats arrive.
06Returns · gaps · sources
A monthly report with the gaps
What was closed, what came back and which questions went unanswered. The gap list is the real value: it says which page should be written next.
04 · TWO WAYS TO MEASURE
The same data, two measures, opposite incentives.
| The same data, two measures, opposite incentives. | Deflection rate | Solved without a return |
|---|---|---|
| What it counts | Ending without a person. | Solved and not returning. |
| An abandonment | Counts as a success. | Does not count at all. |
| The same case again | Two successes. | One gets deducted. |
| The incentive | Make handover harder. | Hand over early where it sticks. |
| Collected | Instantly, from the log. | After 14 days, against a check. |
| What it tells you | That it got cheaper. | Which answer is still missing. |
05 · DUTIES AND LIMITS
Anybody who wants a person gets one, without repeating the request three times.
- The EU AI Act requires that people are told when they are interacting with an AI system; that duty has applied since August 2026. Independently of it, the fact stands in the first sentence, because a customer who works it out later loses trust exactly once.
- Deadlines, amounts, warranty and goodwill are decided by nobody automatically. The assistant reads, classifies and drafts; a person makes the commitment.
- Wrong answers get reported, corrected and fixed in the source, not overwritten case by case. How many there were stands in the monthly report.
PLAIN ANSWERS
- How much can a machine actually close for me?
- That depends on how much of your own answers is written down anywhere. Where services, deadlines and procedures are documented, an assistant closes most of the recurring questions. Where the knowledge sits in people’s heads it closes little and prepares instead. A dependable figure exists after a real volume has been recorded; before that it would be a guess.
- Does this replace people?
- It takes the recurring questions away and prepares the hard ones. What remains is on average more demanding: complaints, exceptions, goodwill. Headcount therefore falls less than many offers suggest, while waiting time falls a lot. Anybody budgeting for "half the team" is budgeting wrong.
- Does it work with my ticketing system?
- Yes, and that is usually the better route. Triage runs before the ticket: what the assistant closes never becomes one. What it prepares arrives with category, summary and history in the system people already know. A second tool beside the first is rarely the answer.
- How do I measure whether it works?
- By requests solved without a return within 14 days, not by the deflection rate. Alongside that: the time to the first usable answer, and the list of questions that went unanswered. Those three stand in the monthly report, each with its method beside it.
- What if the assistant says something wrong?
- It gets reported, corrected and fixed at the source, so the same question does not go wrong again for the next customer. For the subjects where a wrong answer gets expensive — cancellation rights, warranty, goodwill, health — it does not answer at all but hands over.