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AI chatbots and voice assistants for customer service

We build chat and voice assistants that answer from your approved content, look things up in your live systems, complete simple requests and pass the rest to your team with the conversation summarized. They work on your website, app, WhatsApp and phone lines.

Start your AI projectAI development overview

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Built to answer well and hand over cleanly

Many people distrust chatbots because the older ones were decision trees with a text box: they matched keywords, offered a few buttons and trapped people in loops. Language models solved the understanding problem and introduced a new one, confident answers that are wrong. A useful assistant needs both solved: it understands what people mean, and it only says what your content and systems can back up.

Krapton builds assistants that do both. General answers come from a retrieval index over your help center, policies and product data. Anything specific to a customer, such as an order status or a free appointment slot, comes from your systems through scoped API calls. The assistant can complete simple requests you approve, like rescheduling a booking, and it hands over to a person, with the full context, when a request is sensitive, unclear or outside its scope.

Voice raises the bar again. Callers will not wait while a model thinks, so a voice assistant streams speech recognition, reasoning and speech synthesis together, copes with interruptions and reads names, numbers and dates back to confirm them. Recordings and transcripts follow your retention rules, and callers are told at the start that they are speaking with an automated assistant.

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What chat and voice assistants handle

Each assistant is scoped to a job, with clear rules for what it may say, what it may do and when it must hand over.

  • Customer support on web and in-app

    Answers product, billing and policy questions from your help center, checks order or account status through your systems, and opens a ticket with a summary when a person needs to step in.

  • WhatsApp assistants

    Handles order updates, delivery questions, reminders and lead capture on WhatsApp Business, uses approved templates for messages sent outside the customer service window, and passes chats to your team's inbox.

  • Voice assistants for inbound calls

    Answers calls, works out why the person is calling, books or changes appointments, takes messages and transfers to the right person with a summary, so simple requests do not wait in a queue.

  • Sales and lead qualification

    Answers pre-sales questions on your site, asks the qualifying questions your team would ask, books meetings into the right calendar and records the lead and the conversation in your CRM.

  • Live assist for support staff

    Follows live chats or calls alongside your team, suggests answers from the knowledge base, fills in ticket fields and drafts the wrap-up notes, while the person stays in charge of the conversation.

  • Multilingual service

    Serves customers in their own language from a single knowledge base, keeps product names and key terms consistent across languages, and routes handoffs to staff who speak the language.

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What the assistant launches with

  1. The assistant on your channels

    A web widget, in-app chat, WhatsApp number or phone line, styled to your brand and connected to your helpdesk and CRM.

  2. Knowledge index and gap report

    Your help content indexed for retrieval, plus a list of the questions it could not answer, so your team knows what to write next.

  3. Conversation test set

    Real questions and difficult cases with expected answers and handoffs, rerun before every change to prompts, content or models.

  4. Handoff rules

    Written triggers for passing a conversation to a person, such as complaints, cancellations or low confidence, and the context your team receives.

  5. Analytics dashboard

    Conversations, resolution and handoff rates, unanswered topics, customer ratings and cost per conversation.

  6. Admin guide

    How to update content, change a greeting, adjust a rule or pause the assistant without waiting for a developer.

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From transcripts to a live assistant

The work starts from the conversations your customers already have, not from a script we imagine for them.

  1. 01

    Learn from real conversations

    We review past chats, emails and call notes to find what people ask, how they phrase it and which requests need a person. That becomes the scope, the tone guide and the first test set.

  2. 02

    Ground it in content and systems

    Help articles, policies and product data are cleaned and indexed. Account lookups and actions become scoped API calls with their own checks, and gaps in the content are listed for your team rather than covered with guesses.

  3. 03

    Design the conversation and the handoff

    We write the instructions, tone and refusal rules, then design the handoff: when it triggers, which queue it goes to and what summary the person receives. For voice, we tune turn-taking, interruptions and read-back of details.

  4. 04

    Test, launch small and improve

    The assistant has to pass the conversation test set before launch, then goes live for a share of traffic or set hours. Regular reviews of transcripts and unanswered questions feed content fixes and new test cases.

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Accuracy, privacy and disclosure

A customer-facing assistant speaks for your business, so its limits are agreed in writing before launch. Prices, stock, order details and policy terms come from live systems and approved documents, never from the model's memory. Topics it must not handle, such as legal, medical or financial advice, are declined politely and routed to a person, and customers can ask for a human at any point.

Conversations often contain personal data, so transcripts are stored in the region you choose, masked where they include payment or identity details and kept only as long as your policy allows. Model providers are used under terms that bar training on your conversations. Call recording and AI disclosure rules vary by country and state; we build the notices and consent steps, and your legal team confirms the wording.

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From our work

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Related services

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Frequently asked questions

How accurate is an AI chatbot?

As accurate as the content and checks behind it, which is why we measure accuracy rather than promise it. Before launch the assistant runs against a test set of real questions with approved answers, and we report correct answers, correct handoffs and errors. Answers must come from retrieved content or live data; when neither supports an answer, the assistant says so and offers a person.

Can the chatbot hand conversations over to our support team?

Yes, and the handoff gets as much design as the answers. The assistant passes the conversation to your helpdesk or live chat tool, such as Zendesk, Intercom or Freshdesk, with a summary, the customer's details and what it has already tried. Typical triggers are a request for a person, a complaint, low confidence or a topic you mark as sensitive.

Can you build an AI voice assistant that answers phone calls?

Yes. The assistant connects to your phone system or a Twilio number, transcribes callers as they speak, works from your content and systems, and replies in a natural voice. It can book appointments, answer common questions, take messages and transfer calls with a summary. We tune it for response time, interruptions and accents, and it tells callers they are speaking with an automated assistant.

What does it cost to run an AI chatbot?

Running cost depends on conversation volume, message length and the models used, and for voice, on call minutes and speech services. We report cost per conversation from the first pilot and keep it down with smaller models for routine turns, cached answers to frequent questions and short, focused context. The build itself is quoted as a fixed scope once channels and integrations are agreed.

Will customers know they are talking to AI?

They should, and our assistants say so at the start. Disclosure builds trust, and in some places the law requires it for automated calls and chats. Customers can ask for a person at any point, and the assistant never claims to be human.

Ready to build AI that actually works in production?

Tell us about your AI project and get a free technical consultation within 24 hours. We'll map your use case, assess your data, and give you an honest feasibility assessment — no sales pitch.