J K
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Recent activity by J K-
Are human responses included in my package?
Yes — each package includes all types of customer interactions (AI conversations and human escalations) within the expected monthly activity range:Standard: includes up to 300 conversations / month...
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How does a human respond once a ticket is created?
When the AI generates a human escalation, the workflow is:A ticket is created in Zendesk.The human specialist reviews the conversation context.The specialist drafts a precise and accurate response....
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What are the SLA response times?
SwissCXAI provides guaranteed SLA response times for human escalations, depending on your package:Standard: Human response in < 3 hours (business hours)Silver: Human response in < 2 hours (business...
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When does a conversation escalate to a human?
SwissCXAI escalates a conversation to a human specialist when:The AI is uncertain about the correct answerThe question touches policies not included in the knowledge baseA customer expresses dissat...
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Does the AI learn over time?
The AI improves as you refine the knowledge base. It does not "learn" from customer conversations automatically for privacy reasons, but SwissCXAI updates and optimizes the knowledge base based on ...
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Can the AI handle multiple languages?
Yes. SwissCXAI supports multilingual conversations natively. Customers can switch languages at any time, and the AI continues seamlessly. Human escalations are also handled in the languages include...
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How accurate is the AI?
Accuracy depends on the quality of your content. In most SME environments, SwissCXAI resolves 60–70% of customer questions instantly. The remaining cases are escalated to humans for 100% accuracy w...
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What happens when the AI cannot answer?
If the AI is unsure, lacks information, or detects a sensitive request, it automatically creates a ticket and escalates the case to a human specialist.The escalation follows the SLA defined in your...
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What can the AI answer?
The SwissCXAI Concierge can answer a wide range of customer questions using the content you provide. This includes:Product informationWarranty & return policiesShipping, delivery, timingOpening hou...
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What languages does SwissCXAI support?
SwissCXAI supports all major languages, including the four commonly used in Switzerland:EnglishFrenchGermanItalianDepending on your package:Standard: 2 languages (EN + 1 local)Silver: 3 languagesGo...