Solution · Customer service and after-sales
Answered on the spot, and the customer stays.
Kentor understands how your customer service really works, gives each agent the history and the company's rules and puts AI to answer what repeats and hand over the rest already summarized. The team approves what breaks the rules and takes care of the customer who needs a person.
Kentor Bot
Used 2 tools
Draft for Carlos at Mirante
Carlos, we've made an exception for your exchange. You can bring the product in by Friday, with the invoice.
Should I approve the exception and send it to Carlos?
OK to send
Message sent · 10:12 a.m.
Customer service and after-sales today
Where customer service stalls.
The pain
The ticket keeps bouncing from area to area.
The duplicate invoice that depends on finance, the exchange waiting on logistics, the lead time only sales knows: every handoff gets a name, an owner and the time the customer spends waiting.
How Kentor does it
Kentor OS interviews customer service and neighboring areas with AI and draws the real path of the ticket, with the shortcut nobody wrote down.
Kentor OSProcess map
Customer service and after-sales · 4 processos
| Process | Steps |
|---|---|
| Duplicate invoice | 4 |
| Exchange and return | 5 |
| Order status | 3 |
| Reply to a public complaint | 4 |
Inferred from the conversations, with who mentioned it
Reply on status and duplicate invoice
Customer serviceR$ 16.640 per year
4 h per week · 3 interviews
The pain
The customer has to tell everything again.
Whoever answers opens the conversation already knowing what the customer bought, what was promised and what the policy allows. The same question gets the same answer, from any service rep.
How Kentor does it
Kentor Brain brings together orders, emails, conversations and company policies in a record per customer and delivers that context to each service rep and each AI, with permissions by team.
Kentor BrainCustomers · Account
Mirante
Up to 30 days with the receipt. Past that, the manager approves the exception.
3 sources · 5 calls
Historyprevious values are kept
- 10/11Asked to exchange a product bought 40 days ago.
- 28/10Complained about the delivery delay.
- 02/10Duplicate invoice sent.
The pain
The team answers the same question all day long.
Lead time, order status, duplicate invoice and hours go out on the spot, at any hour. What breaks the rule reaches the service rep with the conversation summarized and what the customer wants.
How Kentor does it
Kentor Bot's customer service agent answers on WhatsApp with the company's rules and asks before any exception.
Kentor Bot- Answering questions about delivery times31 de 40now · In progress
- Summary of yesterday's conversationsFor the morning shift07:30 · Done
- Extra time on the invoiceOutside policy: you decideWaiting for your OK09:40
- Duplicate invoice sentSame due date, no interest09:15 · Done
- 12 overnight messages answeredLead time, status and hours07:00 · Done
The pain
A new service rep takes weeks to get going alone.
Whoever joins asks the company's AI and gets the right rule, with the source. Training uses your customer service's real conversations, not a generic course.
How Kentor does it
Implementation gets Brain and the agent running with your team, and Training takes each agent to everyday use.
Implementation and TrainingImplementation · Customer Service
Plan with your team
- Ticket path mapDone
- WhatsApp, orders and email connectedDone
- Agent answering lead time and status, in testing with two service repsIn progress
- Customer service team trainingNext
The ticket's path
The ticket, from first hello to after-sales.
1First response
Customer waiting until someone sees the message
With Kentor: Answers on the spot for what has a rule
2After hours
Queue piled up for the next morning
With Kentor: Lead time, status and duplicate invoices answered at night
3Handoff
The customer tells the story to every service rep
With Kentor: Whoever picks up the conversation already gets the summary
4Answer
Each service rep answers differently
With Kentor: The same rule, with the source, for the whole team
5Other areas
Ticket stalled waiting on finance or logistics
With Kentor: Every handoff with an owner and the wait time in view
6After-sales
Dissatisfaction discovered at cancellation
With Kentor: At-risk customer alert, with the history at hand
Routines
The routines that end these pains.
Four routines for customer service, from the first hello to the customer who comes back to buy.
The pain
Lead time, status and duplicate invoices take up the team's day.
What repeats, answered on the spot.
The agent answers on WhatsApp what has an answer in the rule: lead time, order status, duplicate invoice, hours. The rest goes to whoever resolves it, with the conversation summarized.
What goes out
- Answer copied and pasted
- Queue stalled outside business hours
- Message pinned in the team group
- Customer answered on the spot, even at night
- The team keeps what needs a person
- Every answer follows the same rule
How Kentor does it
- Reads the question and the customer's history in Brain
- Answers with the company's rule, or passes it on with the summary
- Logs the conversation and what was done
Support triage · running in Kentor operation
How Kentor comes in
First understand. Then automate.
The same path in any area: AI knows the business before acting, and people approve what matters.
- 01
Understand
We map how the area really works, with AI interviews, and point out where AI pays back most.
Kentor OS - 02
Organize
We connect the systems and bring together what the company knows, with rules on who sees what.
Kentor Brain - 03
Automate
We put agents on the routines that weigh most. They act in the team's tools and ask for approval when it matters.
Kentor Bot - 04
Track
We stay on until the routine sticks: adjustments, training by area and tracking of what changed.
Implementation and Training
Guarantees
AI works. The team decides.
Nothing goes out without your OK.
The agent prepares and asks. Messages, discounts and proposals only go out when someone on the team approves.
Everything is logged.
Every agent action goes in the history: what it did, in which tool and who approved.
You choose what the AI sees.
Each connection is enabled by team. What hasn't been enabled, the agent doesn't read.
Connections
Inside the tools the team already uses.
Kentor works with what you already have, with the permissions you grant.
- Zendesk
- Intercom
- Gmail
- Outlook
- HubSpot
- Omie
- Google Sheets
- Slack
- Microsoft Teams
- Google Calendar
- Google Drive
- Pipedrive
- Notion
- Excel
- Google Docs
- Google Meet
- Zoom
- Salesforce
- ClickUp
- Trello
- Asana
- Monday
- Jira
- OneDrive
- SharePoint
- Dropbox
- Canva
- Figma
- Google Ads
- Google Analytics
- Mailchimp
- Calendly
- Typeform
- Airtable
- Stripe
- QuickBooks
- Fathom
- Fireflies
- Granola
- tl;dv
Other areas
Kentor works across the whole company.
- Sales and pre-salesProspecting and account agents
- Marketing and contentPiece, campaign and report in the brand's voice
- OperationsProcess with an owner, orders and inventory
- Finance and administrationReconciliation and collections every day
- People and HROnboarding, team questions and training
- Leadership and managementHow the company runs and where AI pays off
Frequently asked questions.
Do I need to switch my customer service tool?
No. The agent works in the WhatsApp and the tool you already use: it reads what's there, answers what has a rule and hands the rest to the team.
What if the agent answers my customer wrong?
It only answers what the company has cleared, with the rules you wrote. Discounts, extra time and any exception wait for someone on the team to OK them. Every answer is logged, and you can adjust the rule on the spot.
Will the customer know they're talking to an AI?
You decide how the agent introduces itself. We recommend making it clear, and handing over to a person whenever the customer asks.
How long until the first agent is running?
We start by mapping the ticket's path with Kentor OS and put the agent on the questions that repeat most. The timeline depends on each company's tools and process, and we tell you in the first conversation.
What about my customers' data?
The agent only sees what you enable, connection by connection and team by team. Customer service doesn't see finance's margin, for example. Every action is logged, and data handling follows LGPD.
See where your customer is left waiting.
We map the ticket's path and show what AI answers first.