Customer service · Telecommunications and services companies
AI Chatbots for Customer Service
At Possition, we build intelligent AI chatbots that change how your company handles customer service. Our chatbots, integrated into your website or WhatsApp, understand natural language, answer frequent questions with accurate information about your business, and hand off efficiently to a human agent when needed. With Possition, you offer 24/7 support that is personalized and without friction.
What this service covers
Which inquiries it can resolve
- Frequently asked questions: hours, prices, requirements, status of requests.
- Product and service information.
- Initial orientation: understand what the customer needs and guide them.
- Lead qualification: capture data and detect opportunities.
- Follow-up: resume pending conversations and announce updates.
Where it works
- On your website, as an integrated chat.
- On WhatsApp, the channel where your customers already are.
- By voice: voice AI for companies in call centers and intelligent IVR.
- Connected to your CRM, so every conversation is logged.
Handoff to people
The chatbot does not trap the customer in a loop: when the inquiry exceeds its scope or the person asks to speak with someone, it hands off the conversation with the full context, so nobody has to repeat their problem from scratch.
Availability and consistency
It replies at any hour, every day, with consistent information updated from a single source. Answers are based on your company's information, not on generic knowledge from the internet.
Security
- Answers limited to the information you define.
- Full log of conversations.
- Customer data treated with confidentiality.
Chatbot or AI agent?
If besides answering you need the system to perform tasks — look up real orders, record data, coordinate steps in a process — what you need is an AI agent. Many projects start with a chatbot and evolve into an agent.
Rule-based chatbot, AI chatbot, and AI agent: how they differ
The most common confusion when buying a chatbot is not telling these three levels apart. A menu-based chatbot (type '1 for...') isn't the same as one with AI, and neither is the same as an agent that also executes tasks.
| Criterion | Rule-based chatbot | AI chatbot | AI agent |
|---|---|---|---|
| Understands natural language | No | Yes | Yes |
| Needs a predefined decision tree | Yes | No | No |
| Answers with real data from your systems | No | If configured to | Yes |
| Executes actions (logging, updating, generating documents) | No | No | Yes |
| When faced with an unexpected question | Gets stuck or hands off blindly | Answers if it has the information, or hands off | Can look into it and resolve, or hand off with context |
| Typical implementation cost | Low | Medium | Medium-high |
| When it fits | Simple menus, few options | FAQs and conversational support | Processes that require executing tasks |
Many projects start with an AI chatbot and evolve into an agent once the case justifies it — there's no need to jump straight to the most complex level.
Real use cases
Tourism · Travel agencies and tourism
AI agent for tourism: queries answered and quoted instantly
4 times more commercial capacity in tourismImplementation process
- 1
Diagnostic
We analyze your process and tell you what to automate, how, and what return to expect.
- 2
Implementation
We build the solution connected to your systems, with working deliveries and real tests.
- 3
Operation and improvement
We leave it running, train your team, and measure results.
The full detail, with deliverables per stage, is in how we work.
Frequently asked questions
Does the chatbot invent answers?
It is configured to reply only with your company's information and to say “I don't know, I'll transfer you” when it does not have the answer. That behavior is tested before going to production.
How long does it take to be up and running?
A chatbot limited to frequently asked questions can be operational in a few weeks. Those that integrate with CRM or internal systems take more stages.
Does it work for small companies?
Yes, especially when few people handle many repetitive inquiries. The chatbot absorbs the repetitive part and the team handles what matters.
Can I have the same chatbot on the website and on WhatsApp?
Yes. It shares a single knowledge base and integrates into both channels, so the answer is the same no matter where you're contacted.
Does the chatbot replace the support team?
No. It absorbs repetitive inquiries so the team can focus on what actually needs human judgment — not answering the same thing twenty times a day.
Can I update the answers after it's live?
Yes. A simple process is defined with your team to keep the information up to date as prices, hours, or procedures change.
Does it work in multiple languages?
It can be configured in whatever languages your business needs; that's defined in the initial diagnosis based on who you talk to.
Does your team answer the same things every day?
Tell us which inquiries you receive and we will propose a chatbot that resolves them without losing the human touch.