AI receptionist for customer support in Tashkent
In Tashkent customers write to support on Telegram at any hour, often by voice. The agent answers the common questions from your knowledge base, and when a person is needed, it collects the details and hands the request to an operator with the whole history.
Hello! How many days does a parcel stay at the pick-up point?
Hello! A parcel waits at the pick-up point for 5 days and then goes back to the sender. If you can’t make it, the time can be extended once by 3 days: just write here.
Voice message, 0:31
I’ve listened to your message: the courier was due to bring another order today by 18:00, but didn’t come and didn’t call. Could you give me the tracking number, please?
It’s 48213.
Thank you. I’ve opened request 7316 and passed it to an operator with a summary of our chat. Yulduz will check with the courier and write to you here, so you won’t need to repeat anything.
When customers write in Tashkent
Customers ask most questions again and again: how to pay, how to get a refund, why the code never came. The agent answers them from the knowledge base at any hour, and operators start the morning with ready requests that already have everything written down.
Busiest hours: 09:00 to 12:00 and 19:00 to 23:00
First thing in the morning: people whose evening went wrong, a payment that failed, a code that never arrived.
Afternoon questions about deadlines, terms and documents. The agent answers from the knowledge base.
Late in the evening a voice message complains about a courier. The agent understands it, asks for the tracking number and leaves a ready request for an operator.
Answers in Uzbek and Russian
The agent answers in the language the message came in and does not change it unless the customer asks. Here is one reply in both languages.
If a guest writes in English, the agent answers in English.
Assalomu alaykum, Guzal! 7316-raqamli murojaatingiz operatorga yuborildi, javob shu chatga keladi.
Гузал, здравствуйте! Ваше обращение №7316 передано оператору, ответ придёт в этот чат.
What the agent takes off your hands
Answers from your knowledge base
How to pay, how to get a refund, how long to wait, where to find the contract: the agent answers from your articles and rules. If the answer is not in the base, it says so and calls an operator rather than making something up.
Understands voice messages
Customers often talk rather than type, sometimes for a minute or more. The agent understands Telegram voice messages, replies in text and adds a short summary to the request, so the operator does not have to listen to the recording.
Collects the details
The contract or order number, the phone, what happened and when, a screenshot of the error or a photo of the receipt: the agent asks for whatever your operators need before it hands the request over.
Hands over with the history
Opens a request in your CRM or the built-in Solwees CRM and hands it to an operator along with the chat and a summary. The customer sees they have been heard, and the operator starts with the point.
Works nights and holidays
On Navruz, on public holidays and at night the agent answers just as it does on an ordinary weekday, in Uzbek and Russian. After the holidays operators work through ready requests, not a feed of messages.
Tashkent: local context
The capital of the country and the largest city in Central Asia, with over 3 million people.
The country’s business and transport hub, with the first metro in Central Asia.
Telegram replaced the phone call here long ago: people ask the price, check the address and move a visit there, often from a traffic jam or from work.
In summer the daytime heat pushes life into the evening: after sunset people head out to parks, cafes and salons, and chats only quieten down at night.
In Tashkent Telegram has long been the main support channel: banks, internet providers, delivery services and online schools all have their own bots and chats. Customers are used to writing there at any hour and expect an answer straight away. The agent picks up the conversation wherever suits the customer and answers the same way on Telegram, in the website chat and on WhatsApp.
Customers move easily between Uzbek and Russian, sometimes within one sentence. The agent understands both and answers in the one the customer chose, even when the language changes mid-conversation.
Areas and landmarks customers mention
Chilanzar, Yunusabad, Sergeli, Karakamysh, TTZ, Beshagach, Chorsu, Alay Bazaar
- Where
- the capital
- Population
- over 3 million
- Customer languages
- Uzbek, Russian, English
- Where they write
- Telegram, website chat and WhatsApp
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
Does the agent answer in Uzbek?
Yes. The agent answers in the language the customer chose: Uzbek, Russian or English. If the customer moves to another language mid-conversation, the agent follows.
What are the agent’s answers based on?
Only on what you have given it: instructions, terms, price lists, answers to typical questions. When your terms change, update the material, and from the next message the agent answers the new way.
Where do the requests go?
Into your CRM or the built-in Solwees CRM, together with the chat and a summary. Your team gets a notification about each new request, so an operator can pick it up without delay.
What if the answer is not in the knowledge base?
Then the agent does not guess. It gathers what the operator will need, opens a request and tells the customer that the question is with a member of staff and the answer will come in this same chat.
Will the operator see the whole conversation?
Yes. The request arrives with the chat history, voice messages, photos and a short summary on top. The operator replies in the same chat, and the customer does not have to repeat anything.
Does the agent understand Telegram voice messages?
Yes. In Tashkent many people talk rather than type. The agent understands a Telegram voice message and answers in text: takes the answer from your knowledge base and, if it is not there, passes the request to an operator.
How do I try it?
Connect Telegram or your website chat, upload your knowledge base and watch the agent answer your customers. The first 7 days are free, no card needed.
Put the agent to work in Tashkent
Connect Instagram, WhatsApp or Telegram, add your services and prices, and the agent starts answering the same day.