# AI customer service that answers every channel the same way, and hands off to people Vocenya’s AI customer service answers your phone, your website chat and WhatsApp from one set of facts about your business, so a customer gets the same answer wherever they ask. Chats land in a shared inbox where anyone on your team can take over. When a customer asks something the AI cannot answer, it lands on your list, and the answer you type is used on the very next call or message. - **One knowledge base:** Your website, documents, Google listing and your own questions and answers feed every channel at once. - **A person when it matters:** Your team takes over any chat in one click, and calls can go to you or a trained GH Live agent. - **It learns from you:** Fix a wrong answer right under the message, and answer the questions it could not, once. ## What is AI customer service? AI customer service means an AI assistant answers your customers’ questions the moment they ask, on whichever channel they pick, and passes the conversation to a person when a person is the right answer. With Vocenya, that covers: - **Phone calls**, answered 24/7 by your [AI receptionist](/ai-receptionist). - **Website chat**, with one script tag on your site ([live chat](/live-chat)). - **WhatsApp**, on your WhatsApp Business number ([WhatsApp](/whatsapp)). Texting (SMS) and email are coming soon. Every channel answers from the same knowledge. Change your Saturday hours once and the phone, the chat and WhatsApp all say the new hours. ## Where does the AI get its answers? From a **Knowledge** page you control. It starts filled in: Vocenya reads your website when you sign up, and can read it again every day, week or month to pick up new prices and services. On top of that you add: - **Questions and answers:** what customers ask, and exactly what you want said. - **Documents and notes:** a price list, menu or FAQ sheet (PDF, Word, text, Markdown or CSV), or a note in your own words. - **Your Google listing:** hours, holiday hours and details from your Google Business Profile, when you choose to use them. The assistant answers from those facts and is told never to invent one. A question your facts do not cover goes on your **Questions to answer** list, and the customer can still leave a message or reach a person. ## How does the shared inbox and human handoff work? Website chats and WhatsApp conversations land in one inbox, in the Vocenya portal and the owner app. The AI answers first. Anyone on your team can open a conversation, see everything said so far, and press **Take over**, or just start typing a reply. The assistant steps back and the customer carries on with a person, without repeating themselves. If you have [GH Live agents](/live-agents), an available agent can take a waiting chat first. Calls work the same way: the receptionist can warm transfer to you, your team or a GH Live agent, with a summary of the call so far. Calls have their own page in the portal, with a summary, the outcome and the full transcript for each one. ## What happens when the AI gives a wrong answer? You fix it where you see it. Under any AI message in a chat, and under any receptionist turn when you review a call, there is a **Fix this answer** button. It shows the customer’s question and what the AI said, and you type the right answer once. Vocenya saves it to your knowledge, so the next caller or chat gets it right. Changed your mind? Undo it. Then there is **Questions to answer**: a list of what customers asked that the AI could not answer, with how many times each came up and on which channel. Type an answer once and it applies to the next call or message. A weekly email reminds you when new ones are waiting. This is the loop that makes AI customer service good over time. Week one, you answer a dozen questions. By week four, the list is short. ## Can the AI look up orders or account details? Yes, with **API tools** on the Pro plan. You describe a lookup, like "Order status", tell the AI when to use it, and give it your own HTTPS endpoint. During a call or a chat, the assistant asks for what it needs (an order number, say), Vocenya calls your endpoint, signed, and the assistant passes the answer on: "Your order shipped on Tuesday and arrives Friday." That works for an order’s status, a job’s next visit, a balance, a booking reference: anything your own system can answer. A developer sets it up once. If you need something larger, [custom solutions](/custom-solutions) builds it around your systems. ## Which plan includes AI customer service? Phone answering is on every plan, from Value at $49/mo to Pro at $499/mo. Website live chat is included on Growth ($249/mo) and Pro ($499/mo), and is $49/mo on Value and Starter. API tools are on Pro. WhatsApp is switched on per account while it is not yet on sale, so ask us. Every plan has a 14-day free trial, there is no contract, and you can cancel any time. See [pricing](/pricing) for the full breakdown. ## Frequently asked questions ### Does the AI give the same answers on the phone and in chat? Yes. Calls, website chat and WhatsApp all answer from the same Knowledge page: your website, your documents, your Google listing and your own questions and answers. Update a fact once and every channel uses it. ### Can my team take over a conversation from the AI? Yes. Anyone on your team can open a chat in the shared inbox and press Take over, or simply type a reply. The customer sees the whole conversation continue. Calls can be warm transferred to you, your team or a trained GH Live agent. ### What happens when the AI does not know an answer? It does not make one up. The question goes to your Questions to answer list with how often it was asked, and the customer can still leave a message or be handed to a person. Type the answer once and it is used on the next call or message. ### Does Vocenya answer customer emails? Email is coming soon. Today Vocenya answers phone calls, website chat and WhatsApp, and sends you a summary of every call by email and app notification. ### Can the AI check an order status in my system? Yes, on the Pro plan, with API tools. You give the assistant a lookup it can use, such as order status, and the HTTPS endpoint to call. It asks the customer for the details it needs, calls your endpoint and passes the answer on, during a call or a chat. --- Source: https://vocenya.com/ai-customer-service Vocenya, powered by GH Business Solutions. Plans from $49/month with a 14-day free trial: https://vocenya.com/pricing