AI receptionist for customer support in Almaty
In the evening in Almaty support gets the most messages, just as the operators’ shift has ended. The agent answers around the clock from your rules and instructions, and turns anything that needs a staff decision into a request with its history, so nobody starts from scratch in the morning.
Hello! How do I freeze my membership? I’m going away on a work trip for three weeks.
Hello! You can freeze it in the club app under “Membership” or at reception. Under the club’s rules an annual membership can be frozen for up to 30 days a year, and those days are added to the end of the term.
Great, thanks. One more thing: I was charged twice for this month.
We’ll sort it out. Please send your contract number or the phone number the membership is under, and the dates of both charges.
Contract 18342, charged on 1 and 2 October.
Thank you. I’ve opened request 7715 and passed it to accounts with this chat. Aizhan will reply to you here during working hours, and you won’t need to explain anything again.
When customers write in Almaty
In Almaty support hears from customers from morning till night, but the peaks are clear: the morning, when people find something not working, and the evening, when they have time to deal with payments and terms. At the start of the month, when charges go through, money questions rise noticeably.
Busiest hours: 09:00 to 11:00 and 20:00 to 23:00
Morning: how can a renewal be paid without going to the office? The agent answers from the instructions in the knowledge base.
Afternoon: a customer wants to end their contract. The agent explains the procedure and hands the request to your staff with the history.
Late evening: a question about freezing a membership and a double charge. The agent answers the first and passes the second to accounts.
Answers in Kazakh and Russian
The agent writes in the customer’s language: if someone starts in Kazakh, the answer comes in Kazakh. Here is the same reply in both languages.
If a customer writes in English, the agent answers in English.
№5127 өтінімді ашып, хат алмасумен бірге маманға жібердім. Ол сізге осы чатта жауап береді.
Открыла обращение №5127 и передала его специалисту вместе с перепиской. Он ответит вам здесь, в этом чате.
What the agent takes off your hands
Answers from your knowledge base
Common questions (how to pay, how to reschedule, where to find the terms) the agent closes itself from your articles. You edit an article, and from the next message it answers the new way.
Collects the details
Asks for the contract or order number, what happened and when, what the customer has already tried, and asks for a photo or screenshot. The specialist opens the request and sees the point at once.
Hands over with the history
Creates a request in your CRM or the built-in Solwees CRM and hands it to your staff with a short summary and the whole chat. The customer knows who will reply and where.
Never guesses a status
The agent never invents the status of a payment, an order or a contract and does not look into your records. It collects the details and passes the question to someone who can check.
Answers at night and on holidays
During Nauryz, over New Year and at night the agent answers just as it does in the daytime. After the holidays your staff start with ready requests instead of a hundred unread messages.
Almaty: local context
The largest city and main business centre of Kazakhstan; it was the capital until the government moved to Astana and is still called the southern capital.
The city lies at the foot of the Trans-Ili Alatau, and Medeu, Shymbulak and Big Almaty Lake are a short drive away.
Mornings and evenings the main avenues are jammed, and many people book straight from the car or the bus.
At weekends people head for the mountains and their dachas, so convenient Saturday slots are usually gone by midweek.
In Almaty is home to companies with customers all over the country, and support hears from people with very different daily rhythms: some write at seven in the morning, some after midnight. The agent answers at any hour and leaves your staff the requests that need a decision.
Customers here switch easily between Russian and Kazakh, sometimes within one message. The agent answers in the customer’s language and writes the request up for your staff the same way whatever language the chat was in.
Areas and landmarks customers mention
Bostandyk District, Samal-2, Orbita-1, Koktem-1, Aksai-4, Mamyr-4, the Green Bazaar, Kok-Tobe
- Where
- city of national significance
- Population
- over 2 million
- Customer languages
- Russian, Kazakh, English
- Where they write
- Telegram, WhatsApp and website chat
Works with your systems
The agent books and saves customers where you already work. If you have no system yet, everything lives in the built-in Solwees CRM.
- Bitrix24
amoCRM / Kommo
Slack- Solwees CRM
Frequently asked questions
Where does the agent get its answers?
From your knowledge base: articles, rules, prices, instructions and answers to common questions. You add and edit the material yourself, and the agent answers from the new version straight away.
What happens if the answer is not in the knowledge base?
The agent tells the customer plainly that it will check with a colleague, collects the details and creates a request with the chat. Your staff reply in the same chat, and the customer does not have to repeat anything.
Can the agent see the status of an order or contract?
No. The agent does not look into your records and does not guess a status. It takes the number and the details and passes the question to someone who will check and reply.
Where do the requests go?
Into your CRM or the built-in Solwees CRM, with a summary and the whole chat. Your team is notified of each new request and sees what the agent has already found out.
Does the agent answer in Kazakh?
Yes. The agent works in Kazakh, Russian and English and answers in whichever language the customer wrote in. Messages that mix two languages do not throw it.
How many chats can the agent handle at once?
As many as come in. In the evening dozens of customers write in Almaty at once, and each gets an answer straight away rather than waiting in a queue. If a person is needed, the agent hands the chat over with its history.
Where do we start?
Sign up, connect WhatsApp, Telegram or the website chat and add your common questions with answers. The agent works free for a week, no card, on your real requests.
Put the agent to work in Almaty
Connect Instagram, WhatsApp or Telegram, add your services and prices, and the agent starts answering the same day.