Multi-channel Customer Support Automation
Lamina
About: Multi-channel Customer Support Automation
Client: Lamina AI
Sector: Consultancy
Lamina AI is committed to enhancing business efficiency through intelligent automation. As a new consultancy, providing seamless, responsive customer support was essential to building trust and credibility with clients.
To achieve this, we developed a multi-channel customer support automation system, integrating AI chatbots, automated ticketing, and smart routing across email, website, and messaging platforms. This ensures inquiries are handled swiftly, complex issues are escalated efficiently, and client interactions remain seamless. As a small team, this system has been vital in maintaining high-quality support while allowing us to focus on delivering AI-driven solutions.
The Challenge
Launching a new business meant handling multiple communication channels—from emails and website inquiries to social media messages and support tickets—without a dedicated customer service team. With limited resources, manually managing responses was inefficient and risked delayed replies or inconsistent support quality. We needed an AI-powered system that could automate FAQs, route complex queries to the right person, and track response times, allowing us to provide professional support without overwhelming our small team.
The Solution
Lamina built a Multi-Channel Customer Support Automation system using DialogFlow, OpenAI, Airtable, and Slack to handle inquiries without needing full-time staff.
The system:
- Uses AI chatbots to handle FAQs and collect client details.
- Creates Airtable support tickets for unresolved issues.
- Automatically escalates complex queries to human response when needed.
- Notifies via Slack in real time when a client needs direct attention.
The Impact
Cut response times by 50%, ensuring faster client support.
Maintained a professional support system, even as a solo business
Reduced the number of human responses needed, simple FAQs were handled automatically by the chatbot.
Built a scalable solution that will grow with the business at minimal cost.
Get In Touch
Let your business flow effortlessly
You'll love working with Lamina if...
✅ You’re a forward thinker ready to embrace AI automation
✅ You see technology as a tool for growth, not just a quick fix
✅ You value seamless, data-driven efficiency in you’re business
✅ You’re ready to streamline workflows and stay ahead of the competition
Lets build smarter solutions together
📞 Call us
UK: 07954 113990
📧 Email us
gwtcooper16@gmail.com