Answering repeated questions in LINE
A restaurant is asked about hours, location and how to reserve; a clinic about its services and how to book. An assistant in the LINE Official Account can answer from information the business approves, in Thai and English, and pass anything it is unsure about to staff with a note of what the customer wanted. O2's AI LINE Assistant works this way. It is a new product: no client uses it yet, and the six conversations on its page are written samples, not real chats.
An assistant on a website
The same idea works on a website: a visitor describes their business, the assistant answers from approved information and suggests what fits, and the conversation ends with a person. The O2 AI Adviser on this site is one O2 built. It answers from O2's own pages and the team's notes, says that it is an AI, and points to the team for anything it cannot settle. An assistant for another business's website is built to order.
Routing enquiries so nothing waits
Some automation needs no conversation at all. When an enquiry arrives, the right person is told and the details are already written down: a salon's booking request reaches whoever manages the diary, a question about a large order reaches sales. Small automations like this are scoped with the system they belong to, such as a CRM. They are custom work, not a ready-made product.
Where a person stays in charge
Decide what the assistant may answer and what must go to a person. Answering a question is not the same as confirming a booking or taking a payment, and O2's LINE assistant does neither. It does not advise or decide on medical, legal, safety or financial matters; for a clinic it handles administrative questions and passes the rest to staff. Complaints and anything sensitive should reach a person, and someone should read the conversations after launch.
Choosing a first automation
Start with one channel and one kind of question. For a week, note the questions your team answers again and again and the messages that arrive after closing. Write the answers you approve and decide who receives what the assistant cannot handle. That list is the brief. Tell us how the work runs today and we can say whether a product, a small custom automation or no automation at all is the sensible first step.
- List the questions your team answers again and again for a week.
- Write the answers you approve.
- Name who receives what the assistant cannot answer.
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AI automation in Bangkok and Thailand