Loom/agent
LoomAgent is a custom AI assistant for customer enquiries and internal support. It answers common questions using information you provide and passes anything it can’t resolve to the right person.
Many of the questions your team receives have already been answered somewhere: on your website, in a policy document or in a previous email.
Answering them still takes time. Outside business hours, customers wait for a reply. Inside the business, colleagues interrupt each other to find information that should be easy to locate.
LoomAgent gives people a consistent first response, drawing on your own information and handing over to your team when a person is needed.
Start with the material your team already relies on, such as service details, pricing guidance, policies and procedures. This defines what LoomAgent can answer.
Customers or staff ask questions in plain language. LoomAgent responds using the information you’ve approved, at any time of day.
When a question falls outside what it can answer, or needs a person, LoomAgent collects the relevant details and directs the enquiry to the right contact.
A visitor arrives on your website in the evening with a question about availability and pricing. Instead of waiting until the next morning, they receive an answer based on your current service information.
They then ask about a requirement your standard information doesn’t cover. LoomAgent recognises that your team needs to be involved, collects their contact details and the key facts, and passes the enquiry on.
Your team starts the next day with the details it needs to follow up, rather than an unanswered message.
Give customers an initial answer when your team is unavailable, so routine questions don’t have to wait until the next working day.
Base responses on the same approved information, reducing variation in what customers and colleagues are told.
Collect the details needed to understand a request and direct it to the person best placed to help.
Give staff a consistent starting point for questions about policies and procedures, so colleagues spend less time answering the same requests.
LoomAgent suits businesses where many enquiries relate to information you already hold, such as services, pricing guidance, availability or internal procedures.
It can support customer questions on your website, internal questions from staff, or both.
If your team regularly answers the same questions, or enquiries arrive when nobody is available to respond, a custom assistant could take on that first response.
The questions your team receives most often provide a useful starting point, along with the information used to answer them.
We’ll review where enquiries come from, which can be answered from existing information and where a person needs to be involved. That helps define what LoomAgent should handle and when it should hand over.
No. LoomAgent handles routine questions and passes enquiries that need judgement, negotiation or specialist knowledge to your team.
From information you provide and approve, such as service details, policies and procedures. We’ll agree which sources are used during scoping.
It directs the enquiry to your team, collecting the details needed so the right person can follow up.
The proposed approach supports customer enquiries, staff questions or both. We’ll discuss who needs to use it and what information each group should be able to access.
When your information changes, the sources LoomAgent uses need updating too. We’ll agree how updates are made and reviewed as part of scoping.
Any requirements for adding LoomAgent to your website or connecting it to existing systems would be assessed and confirmed during scoping.
Tell us which questions take up your team’s time. We’ll explore where LoomAgent could answer them and how enquiries should reach your team when a person is needed.