AI receptionist for customer support in Astana
In Astana customers like to write on Telegram, in Kazakh and in Russian, and expect an answer straight away. The agent covers the first line: it answers from the knowledge base, asks for the order or contract number and hands complex cases to a specialist with the full chat.
Good evening! The discount code won’t work, it says “conditions not met”.
Good evening! This code works on the first order from a new account, from 10,000 tenge before delivery. Please check the total in your basket.
Ah, mine is 8,500, I see. Another thing: yesterday my order came with regular milk instead of lactose-free.
Sorry about that. Please send the order number and a photo of the item with the receipt, and I’ll pass it to a specialist.
Order 55-2041, photo sent.
Thank you, I have everything. I’ve opened request 9038 with the photo and the chat, and Aizhan from our team will sort out the refund and reply in this chat. You won’t need to repeat anything.
When customers write in Astana
In Astana most requests come in the evening, after work, and many people write in Kazakh. On frosty days people order to their door more often, and questions about delivery, substitutions and refunds grow with it.
Busiest hours: 08:00 to 10:00 and 19:00 to 23:00
Morning: can the delivery address be changed on an order already placed? The agent answers from the service’s rules.
Lunchtime, a question in Kazakh about paying by card. The agent answers in Kazakh from the same instructions.
Evening: a promo code will not work and an order came with the wrong item. The agent explains the code’s terms and passes the wrong item to a specialist with a photo.
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
Rules, prices, instructions, deadlines, warranty terms: the agent answers from the material you added and makes up nothing that is not there.
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.
Astana: local context
The capital of Kazakhstan on the Yesil river, which splits the city into the old Right Bank and the new Left Bank, home to Baiterek and the government buildings.
Since the capital moved here the city has spread out, and the Left Bank has been built almost from scratch: ministries, boulevards, residential complexes.
The city is full of ministries and offices, and people sort out personal errands in the lunch break or straight after work.
In winter the frost and wind cut every walk short, so people agree an exact time to avoid waiting outside.
In Astana many customers write to support in Kazakh and expect an answer in Kazakh. Operators who write Kazakh well are hard to find, especially for the evening shift, while the agent answers in Kazakh at any hour.
Telegram is an everyday working channel here, and customers use it as readily as WhatsApp. The agent answers on both from one knowledge base, so the answer does not depend on where the customer wrote.
Areas and landmarks customers mention
the Left Bank, the Right Bank, Mangilik El Avenue, Turan Avenue, Respublika Avenue, Kenesary Street, Koktal, Baiterek
- Where
- the capital
- Population
- over 1.5 million
- Customer languages
- Kazakh, Russian, 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?
Only from what you gave it: the knowledge base, rules and terms. If the answer is not there, the agent does not invent one but passes the question to your staff.
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.
Does the agent answer late in the evening and at weekends?
Yes. In Astana many people write after work and at weekends, when offices are closed. The agent answers at any hour and checks your knowledge base, and the harder requests wait for your staff in the morning with the whole chat.
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 Astana
Connect Instagram, WhatsApp or Telegram, add your services and prices, and the agent starts answering the same day.