AI agent Customer service
Customer service that surprises: immediate, accurate and always available.
The customer service agent answers your customers by email, WhatsApp or phone, in any language and at any time, 365 days a year. It uses your actual business information (your rates, deadlines and terms) and integrates with any CRM: every conversation is recorded where you already work. It does not invent answers or improvise.
The problem, in your own words
If you serve customers, this will sound familiar.
- You answer the same questions over and over — opening hours, prices, availability, order status — and each one takes minutes away from what really moves the business forward.
- Outside business hours, messages pile up. By the time you open, the customer has already asked elsewhere and often bought elsewhere too.
- The phone, WhatsApp and email all go off at once, and there are not enough hands to handle everything without neglecting the person in front of you.
What it does
It serves customers and provides solutions: answers questions using your current information, checks order or case status in your systems, handles the steps within its reach and opens a case when needed. If a person is required, it hands over with full context: the customer does not repeat their story and your team does not start from scratch. The result is a service experience that few SMEs can offer today.
What it solves, in practice
Not a menu of canned responses: these are the service tasks it takes off your team’s hands.
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Answers everyday questions
Opening hours, rates, deadlines, availability, terms. It answers using your real, up-to-date information, not canned responses.
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Checks orders and cases
“Where is my order?” answered straight away: it checks the actual status in your systems without anyone having to look it up.
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Books appointments and collects details
Makes a reservation or appointment when the customer asks and collects the details needed to prepare the case, without back-and-forth.
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Handles the request and opens the case
Handles what it can and, when needed, opens the case and gets it started for your team to continue.
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Hands over with full context
When a person is needed, it transfers the conversation with the full history. The customer does not repeat their story and nobody starts from scratch.
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In their language, at any time
Spanish, Catalan and English, 24 hours a day, 365 days a year. No queues, no gaps over holidays or weekends.
How it works, step by step
The same process for every message, in seconds and without queues.
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Receives the message
An enquiry arrives by email, WhatsApp, phone or the website. The agent picks it up instantly, whatever the time and however many arrive at once.
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Answers using your actual information
It answers using your rates, deadlines and terms, in the language the customer writes in. It does not improvise: if something is outside its knowledge, it does not make it up.
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Resolves or processes the request
It checks order or case status in your systems, collects the details needed, books an appointment or opens a case as appropriate.
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Hands over to a person with context
When someone on your team is needed, it transfers the conversation with the full history. The customer does not repeat their story and whoever takes over starts with full context.
Use cases by sector
The same engine, speaking your sector’s language.
Restaurants
Reservations, menus and opening hours answered immediately, without keeping someone on the phone at the busiest times.
- Takes and confirms reservations, changing the time or table when the customer asks.
- Answers questions about the menu, allergens, opening hours and directions using your current information.
- Checks delivery order status and provides estimated times.
- Hands over to the restaurant when a person is needed.
Health and beauty
Books and confirms appointments and sends reminders, for fewer gaps in the diary and fewer last-minute no-shows.
- Books and confirms each service according to your availability.
- Sends appointment reminders and handles changes or cancellations.
- Answers questions about services, prices and opening hours using your actual information.
- Collects customer details and prepares the record for your team.
Clinics and health centres
Books and confirms appointments, sends reminders, answers routine administrative questions and hands over to reception when needed.
- Books, confirms and sends reminders for appointments based on each practitioner’s diary.
- Answers administrative questions about coverage, test preparation and documents.
- Collects patient details before the appointment.
- Hands over to reception or the right person with full context.
Repair workshops
Repair status, quotes and availability answered without picking up the phone halfway through a job.
- Reports repair status by checking your systems.
- Answers questions about quotes, timescales and appointment availability.
- Books and confirms the vehicle’s drop-off.
- Hands over to the workshop when a mechanic is needed.
Administrative and advisory firms
Answers questions about case or application status, handles recurring queries and collects outstanding documents without anyone having to chase them.
- Checks case or application status and reports it to the customer.
- Answers recurring questions using your information and timescales.
- Collects and records outstanding documents.
- Hands over to the adviser when their judgement is needed.
Real estate
Screens enquiries, answers questions about each property and books viewings while you are showing another flat.
- Answers questions about each property: features, price and availability.
- Screens enquiries by collecting the details you need.
- Books and confirms viewings according to your availability.
- Hands over to the agent with the full enquiry context.
Tourism and hospitality
Provides availability, service and opening-hour information, manages bookings and helps guests before, during and after their stay, in their language.
- Provides availability, service and opening-hour information in the guest’s language.
- Manages bookings: takes, confirms and changes them.
- Answers questions before, during and after the stay.
- Hands over to reception when a person is needed.
Schools and training
Answers questions about courses, timetables and enrolment, reports registration status and books a call with the team when requested.
- Answers questions about courses, timetables, prices and enrolment using your actual information.
- Reports registration status by checking your systems.
- Collects the prospective student’s details for enrolment.
- Books a call with the team when requested.
Insurance and brokerage
Handles everyday questions — coverage, receipts, how to report a claim — checks application status and hands over to an agent when needed.
- Answers everyday questions about coverage, receipts and reporting a claim.
- Checks application status and reports it to the customer.
- Collects the details needed to open a case or process a claim.
- Hands over to the agent when their judgement is needed.
Ecommerce
“Where is my order?” answered instantly, using the actual status in your system, at any time of day.
- Checks order status in your system and responds instantly.
- Answers questions about products, shipping, delivery times and returns.
- Records the issue and handles what it can.
- Hands over to your team with context when needed.
Across channels, integrated with what you already use
Your customers choose the channel; the agent serves them all equally. Email, WhatsApp, phone and web, with one voice and one source of information.
- Phone
- Web
And it integrates with any CRM: every conversation is recorded where you already work, without changing your workflow or duplicating tasks.
What you get
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Always available
24 hours, 365 days. No gaps for holidays, weekends or annual leave.
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In their language
Spanish, Catalan and English, without asking the customer to choose.
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No invented answers
Answers using your actual information; when it does not know, it says so and hands over.
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Everything is recorded
Every conversation is saved in your CRM, ready for your team.
Effective, efficient customer service integrated with your systems.
The difference at a glance
The same everyday situations, with and without the agent.
| Without an agent | With the Columnar agent |
|---|---|
| Your team answers recurring questions one by one. | Answered instantly, at any time and without a queue. |
| Outside business hours, messages wait until the next morning. | Handled 365 days a year, day and night. |
| Checking an order or case requires someone to look it up. | Checked in your systems and answered immediately. |
| When transferred to a person, the customer repeats their story from scratch. | Transferred with full context; nobody starts from scratch. |
| Conversations are scattered across different channels. | Everything is recorded in your CRM. |
Frequently asked questions
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How is it different from a traditional chatbot?
Traditional chatbots follow a fixed script: as soon as the customer leaves the menu, they get lost. This agent understands the question and answers using your actual business information — your rates, deadlines and terms — not canned responses. When a person is needed, it hands over with full context rather than leaving the customer at a dead end.
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Can it handle WhatsApp as well as the website and phone?
Yes. It handles email, WhatsApp, phone and website enquiries: customers write or call wherever suits them. Regardless of the channel, the conversation is recorded where you already work.
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Where do its answers come from? Can it make things up?
From your actual information: your rates, deadlines, terms and documents. It does not improvise or invent answers. When something is outside its knowledge, it says so and hands over to a person rather than risk giving incorrect information.
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What happens when my prices, opening hours or terms change?
The agent always answers with your current information: when a rate, opening time or term changes, its information is updated and it uses the new details from then on. You do not need to reprogram scripts or change anything yourself; we keep it up to date.
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Does it support multiple languages?
Yes: Spanish, Catalan and English, without the customer having to choose or switch agents. It responds in the language they write in.
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Does it work outside business hours and at weekends?
Yes. It operates 24 hours a day, 365 days a year, including holidays and weekends. Messages that used to wait until the next morning are answered immediately.
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Does it handle returns or after-sales issues?
It records the issue, checks order or case status in your systems, answers routine questions and handles the steps within its reach. When human judgement is needed, it opens the case and transfers it to your team with full context.
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What happens when a customer needs to speak to a person?
It transfers the conversation to your team with the full history. The customer does not repeat their case from the beginning, and the person taking over starts with full context, not from scratch.
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Does it integrate with my CRM?
It integrates with any CRM: every conversation is recorded where you already work, without changing how you work. The specific connection to your tools is defined during setup.
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How long does setup take?
It depends on the scope and the information you already have ready. This is not a months-long project: setup is guided step by step — what we need and in what order — and starts as soon as we have your reference information (rates, opening hours, terms and the channels you want to cover).
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Do I need a technical team to maintain it?
No. You do not need technical knowledge or a dedicated person: we handle maintenance and keep it running. You focus on your business; the agent keeps serving customers.
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How do we start? Can we see it before deciding?
We start with an initial meeting and a Diagnosis to define what you need, which channels to cover and in what order. In that conversation we show you how it would work for your case, so you can decide on something concrete rather than a promise.
If your team loses hours every day answering the same questions, let’s talk.
Book an initial meeting