03 AI customer service
An AI agent that answers chats — and picks up the phone.
Give it your catalogue, price list, and policies. It answers in Bahasa Indonesia or English, holds a natural voice conversation on a WhatsApp call, and hands over to a human the moment it should.
- First response
- Instant
- 24/7, every channel
- Voice latency
- ~700ms
- per turn, end to end
- Resolved by AI
- 62%
- no human, median across pilots
- Caller 00:03
Hi, is anyone there? I need a quote for 40 boxes.
- Replai agent 00:11
I can help with that. 40 boxes of the Melati bundle is Rp 4.2m delivered — shall I book a call with Sari to confirm?
- Caller 00:34
Yes, tomorrow afternoon works.
- Language
- Bahasa Indonesia
- Reply latency
- 1.2s
- Handoff
- 00:58 → Sari
01 What it does
The four things you will use every day.
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Grounded in your own knowledge base
Upload PDFs, price lists, spreadsheets, or paste your FAQ. Answers are retrieved from your documents and cite which one they came from.
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Real voice, on WhatsApp calls
Natural speech in Indonesian or English, sub-second turn-taking, and interruption handling. Callers can talk over it the way they talk over a person.
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Guardrails before creativity
It will not invent a price, promise a delivery date, or discount. Anything outside the knowledge base becomes a handover, not a guess.
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Hands over cleanly
On frustration, refund talk, or an explicit request for a human, the thread moves to a live agent with a one-paragraph summary of what happened.
02 Why it works this way
Shadow mode first, autonomy later
Nobody should hand their front line to a language model on day one. New AI agents start in shadow mode: they draft a reply, your agent reads it, edits if needed, and sends. You get a week of side-by-side evidence before anything goes out unattended.
Voice is the same story. The agent starts by handling after-hours calls only — the calls that currently go unanswered — then takes daytime overflow once you have listened to the recordings.
03 Getting it running
Set up on the onboarding call, not over a quarter.
Your implementation partner does these steps with you, on your real number, while you watch.
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Feed the knowledge base
Drop in files or a website URL. Replai indexes it and shows you exactly what it learned.
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Set the rules of engagement
Tone, languages, working hours, and the topics that must always reach a person.
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Run it in shadow mode
It drafts, your agents send. When you trust the drafts, flip it live — per pipeline, not all at once.
Next step
Ready to see it on your own inbox?
Thirty minutes, your real WhatsApp traffic, no slide deck. We will tell you honestly whether Replai is the right fit.
Replai is invite-only and quoted per team, so there is no signup form and no public price list. Both start with the same call.
- sales@usereplai.site
- Mon–Fri, 09:00–18:00 WIB