AI Agents for Customer Service
Customer service is the part of your business that never stops. Staffing a team to cover every hour, every channel, and every language is not sustainable for most businesses. An AI customer service agent fills that gap without compromising quality.
Forward builds customer service agents that handle the majority of inquiries autonomously, escalate the right cases to humans, and learn from every interaction.
What Changes When AI Handles Customer Service
Before AI: customers wait. During business hours they wait in queue. After hours they wait until morning. Every wait is a chance to lose them.
After AI: every inquiry gets an immediate, accurate response. Routine questions are resolved without human involvement. Complex cases are routed instantly to the right person, with full context already collected. The agent doesn’t replace your team — it removes the repetitive workload so your people can focus on cases that need human judgment.
What We Build
Website Chat Agent: Handles customer inquiries directly on your site — answering questions, processing requests, and escalating when needed, in Hebrew, English, or both.
WhatsApp Business Agent: Meets customers where they already communicate. Handles order status, scheduling, returns, and common requests through WhatsApp automation.
Voice AI: For businesses with high phone volume, an AI voice agent handles inbound calls, qualifies the request, and routes or resolves autonomously.
Knowledge Base Agent (RAG): An agent that reads your documentation, policies, and product information to answer complex questions accurately — without making things up.
The Knowledge Problem and How We Solve It
Generic AI models don’t know your business. They don’t know your return policy, your product specs, or your service terms. An agent that makes things up is worse than no agent at all. We solve this with RAG (Retrieval-Augmented Generation) — giving the agent access to your actual documentation before it answers. The agent retrieves the relevant information and uses it to respond accurately. You stay in control of what the agent knows.
Our Process
- Audit — Review your current support channels, ticket categories, and resolution times
- Map — Identify which inquiries can be automated and which need human handling
- Build — Develop the agent with your knowledge base, tone of voice, and escalation rules
- Test — Run against real historical tickets before going live
- Launch and improve — Monitor resolution rates and refine continuously
Measurable Results
Businesses using AI customer service agents typically see a significant reduction in first-response time, a decrease in tickets requiring human handling, and improved customer satisfaction scores. The agent gets better over time as it handles more interactions.