A customer service AI agent for a health food brand.
How a health food brand in Kluang stopped leaving “where is my parcel?” until morning, while every health question still goes to a person.
Last night · 6 pm to 9 am
All19Handed to you3| Time | Customer | Asked | What the agent did | Status |
|---|---|---|---|---|
| 6:12 pm | Alvin Liaw | Where is W2209? | Arrives Thu 8 Oct, with tracking | Answered |
| 8:31 pm | Ridhwan | Change address, W2216 | Changed before packing | Answered |
| 9:18 pm | Yong J. | 一盒有几包？ | 20 sachets a box, in Chinese | Answered |
| 10:20 pm | Sivanesan K. | Parcel came damaged | Photos attached, passed to Normala | Handed to you |
| 11:40 pm | Marilyn | Return an unopened box? | Yes, within 7 days | Answered |
| 11:50 pm | Kar Mun | Collagen drink while pregnant? | Health question, passed to Normala | Handed to you |
| 12:26 am | Salbiah | Boleh hantar ke Labuan? | RM 15 to Labuan, in Malay | Answered |
| 2:40 am | Jamil A. | Do you have a shop in KL? | Online only, 2–3 days to KL | Answered |
| 7:35 am | Pn. Kamsiah | 40 boxes for my office | Bulk order, passed to Normala | Handed to you |
On screen: Order and delivery questions answered, any hour.A real project. The business isn’t named, and names and figures on the screens are changed.
- Business
- Health food brand, Kluang, Johor
- Team
- About 6 staff, 1 on customer service
- Questions
- About 45 a day
- First version
- 3–4 weeks
- Project size
- Focused, from RM 5k
How customer service worked before.
One person, two chat apps and three seller centres open to answer one parcel question.
Most messages asked the same things: where is my order, do you deliver here, how do I return it.
One person answered WhatsApp and website chat, and checked each order in three seller centres first.
Messages after 6 pm waited until morning, and by 9 am there was a queue.
One AI agent, set up in four steps.
Customers kept asking on WhatsApp and website chat. Now order and delivery questions get an answer at any hour.
Order and delivery questions, answered at any hour.
The agent checks the order and parcel, replies in the customer’s language, and always opens by saying it is AI.
Anything it shouldn’t answer goes to a person.
Health questions, damaged parcels, refunds and requests for a person go to the team with the order and chat attached.
Handed to you · 9:06 am
Waiting3Answered overnight16
Kar MunCollagen drink while pregnant?11:50 pmSivanesan K.Parcel came damaged10:20 pmKwan K.F.Where is W2231?1:15 amMarilynReturn an unopened box?11:40 pmRidhwanChange address, W22168:31 pm- Order
- W2214 · RM 96.00
- Delivery
- Arrives Fri 9 Oct
- Customer since
- March · 4 orders
WhatsAppOk thanks. Can I take the collagen drink while pregnant?You decide what it knows and what it may do.
It answers only from your orders, tracking, product sheets and policies, and you change the rules any time without code.
AI agent · what it knows and may do
See what customers ask, every week.
The owner sees chat numbers, handovers to the team and top questions, so product pages and policies get clearer.
Customer questions
Each part is a feature with its own fixed price, agreed before we start. See how this project was priced or get a fixed quote for yours →
Three people, and an agent for the nights.
The agent answers first. The team sees only what it hands over, and the owner sets the rules. Part of our AI agents work →
- NMCustomer service · Normala
Replies only to the conversations handed over, with everything attached.
- LNAdmin · Lina
Keeps product sheets and policies up to date, and the agent answers from them.
- HZOwner · Hazim
Sets the rules, and sees what customers ask every week.
- No more “where is my parcel?” waiting until morning.
- Health questions always reach a person.
- Customers always know when they’re talking to AI.
Live on WhatsApp and website chat in 3–4 weeks.
One focused project: WhatsApp and website chat live together in 3–4 weeks.
Answers, and handover
Want an agent that answers your customers?
Questions about this system.
What did this project cost?
Focused, from RM 5k. Every feature had a fixed price, agreed before work started, and the first 3 months of hosting and care were included.
Does the agent tell customers it is AI?
Yes, in its first message, every time. Customers can ask for a person at any point.
What does it do with health questions?
It doesn’t answer them. It tells the customer when a person will reply and hands the conversation to your team.
Can we change what it says?
Yes. Product sheets, policies and rules are edited by your team, and the agent uses the new version straight away.
Another question? Ask on WhatsAppWe reply within one working day.
Tell us how you work today.
We’ll show you what we’d build first and what it costs. Free, no obligation.
- 1
Send us a message
Pick what sounds familiar and a time. We reply within one working day.
- 2
A free 30-minute call
On WhatsApp or Google Meet. We look at how you work today.
- 3
A fixed price for every feature
Your written quote within 3 working days of the call.
Send on WhatsApp Or email sales@belcort.com · We reply within one working day.