Support

Omnichannel AI Customer Support

Unify customer support across 12 messaging channels — LINE, Instagram, Facebook, WhatsApp, YouTube, Slack, Teams, and more — with shared AI recipes, a single inbox, and enterprise governance.

Das Problem

Enterprise support teams manage 3-5+ messaging channels with separate tools. ManyChat for Instagram, Intercom for web chat, Zendesk for email, WhatsApp Business for messaging. Each tool has its own AI (or none), its own templates, and its own reporting. No shared customer context. No shared governance. No way to answer "how is our support performing across all channels?"

Die Loesung

JieGou connects all 12 messaging channels to one platform. Every message — whether from Instagram DMs, WhatsApp, LINE, email, or Slack — flows into a unified inbox and is processed by the same AI recipes. One knowledge base powers responses on all channels. One governance policy covers all channels. One analytics dashboard tracks performance across everything.

Workflow-Schritte

Messages Arrive from All Channels

Parallelverarbeitung

Webhooks and polling connections receive messages from 12 channels simultaneously. Each message is normalized into a unified event format.

Universal Triage

Rezept-Schritt

A single AI recipe classifies all incoming messages by priority, category, sentiment, and channel. The same triage logic works across Instagram DMs, WhatsApp, LINE, and email.

Route by Confidence

Router

High-confidence FAQ matches go to auto-response. Medium-confidence messages get AI-drafted responses for human review. Low-confidence and sensitive topics escalate directly to human agents.

AI Auto-Response

Rezept-Schritt

Knowledge-base-grounded responses are generated in the appropriate format for each channel (Flex Messages for LINE, Quick Replies for Messenger, rich text for WhatsApp).

Human Review in Unified Inbox

Freigabe-Gate

Escalated conversations appear in the unified inbox with full cross-channel history. If a customer messaged on Instagram and then WhatsApp, the agent sees both threads.

Cross-Channel Analytics

Aggregator

Response times, resolution rates, customer satisfaction, and AI accuracy are tracked across all 12 channels in a single Operations Hub dashboard.

Support-Workflow in Aktion ansehen

Erwartete Ergebnisse

One AI handles all 12 channels — no separate chatbots per platform
Unified inbox eliminates tab-switching between ManyChat, Intercom, Zendesk, etc.
Cross-channel customer context: conversations carry over between Instagram, WhatsApp, LINE, and email
One governance policy (approval gates, PII detection, audit trails) covers every channel
Cross-channel analytics reveal which channels need attention and where AI is most effective
Adding a new channel takes 5 minutes — existing recipes work without modification

Lernschleife in der Praxis

Woche 1

All channels connected. Unified inbox active. AI triage running on all incoming messages. Baseline metrics established per channel.

Woche 4

Auto-response rate varies by channel (highest on FAQ-heavy channels). Knowledge base gaps identified through cross-channel analysis. Team workflow adapts to unified inbox.

Woche 8

AI resolves majority of routine queries across all channels. Cross-channel patterns reveal product issues. Governance audit shows full compliance across every message, every channel.

Abteilungsuebergreifend:

Support Customer Success