AI agents for companies

Answer customer enquiries, capture requests and hand them to the right team

T-NEX builds AI chatbots and customer service agents for websites, WhatsApp and messengers. They answer customer enquiries from the company's own documents, capture requests, pass them to the right team with a summary and work in English, Malay and other languages.

Discuss your customer service use case Explore the details

AI agents for customer service

01Customer service use cases
02Components for customer dialogue
03Rules for answers, data access and handover

Aligned with your processes

In daily work

Customer service use cases

The agent works where customers already contact your company: on the website, in WhatsApp or in a messenger. Which channels are connected first is decided in the project.

Answering frequent questions, for example on opening hours, delivery terms or return rules, each from your own documents.
Capturing requests such as a complaint, a callback request or a booking request, and asking the customer for missing details.
Passing a request to the right team with a summary, so that staff do not start from scratch.
Replying in English, Malay and other languages, depending on the language the customer writes in.
Receiving enquiries outside business hours and preparing them for the next working day.

Overview

Components for customer dialogue

Answers come from a defined knowledge base. The AI chatbot finds maintained answers and shows them with their recorded source. An additional RAG function can compose answers from retrieved document passages; this stage is developed and tested as a separate scope.

AI knowledge management sets up the upkeep of the knowledge base as an ongoing process. Sources and knowledge areas have named content owners, and questions without a suitable answer show which content is missing.

Handover to the team follows the principles of workflow automation: a work queue for cases in which open questions stay visible, and a log that records the action, the time and the person handling it. The specific system actions are developed for each company.

Overview

Rules for answers, data access and handover

A customer service agent may use only information intended for the audience it serves. Access roles are therefore defined before sources are connected. For missing evidence, a clear response path is set up: insufficient information, a clarifying question or handover to the responsible team.

For website embedding, the audience, labelling and permitted content are specified. Which customer data a language model may receive and where data is processed follows from your requirements and is documented before use. Support hours, response times and availability are agreed for the specific application.

Before operation, a pilot tests the agent on ordinary questions, alternative wording and questions without a matching answer. Your domain team assesses correctness, source support and the human intervention actually needed.

Overview

More providers for this task in Malaysia

The register of AI providers in Malaysia lists further providers for this task, including solutions for chat, WhatsApp, telephone and contact centres. This page describes only what T-NEX builds itself.

All 14 tasks for which T-NEX builds AI agents are listed in the overview.

The workflow

How we introduce the solution.

01
Choose a use case: We begin with the most frequent customer questions, currently answered by telephone, email or message, and check whether reliable answers and responsible content owners exist.
02
Pilot with a measurable goal: Together with your domain team we define what a correct answer is and which errors are not acceptable. A question set with ordinary questions, alternative wording and questions without a matching answer measures quality, response time and the human intervention needed.
03
Set the rules: Access roles, released sources, the response path for missing evidence, handover to the team and logging are fixed before the agent goes live.
04
Operation and expansion: Only after the pilot do we extend the source collection, the audience or the channels. Feedback on knowledge gaps has a recipient, and new or corrected answers go through a release step.

FAQ

Questions about the solution

Which channels and languages does the agent work in?

The agent is designed for websites, WhatsApp and messengers and works in English, Malay and other languages. Which channels and languages are implemented first for your company is decided in the project. Further channels are planned separately.

What happens when the agent has no sourced answer?

The agreed response path applies: the agent states that the information is insufficient, asks a clarifying question or hands the case to the responsible team with a summary. The open question also exposes a gap in the knowledge base that your team can close.

Can the agent access orders or appointments in our systems?

That requires a connection to the system concerned. Additional system actions are planned separately; the source system, field mapping and write direction are defined beforehand. A chat window alone does not create such a connection.

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