Diagnosis and flow design
We analyse current incoming channels, the most frequent query types and the support team's bottlenecks. We define priority use cases, escalation flows and success KPIs before writing a single line of code.
Atencion al cliente
Customer service chatbot
Your support team cannot attend to everyone at once, around the clock. A chatbot trained on your business's real knowledge resolves 60–80% of frequent queries without human intervention, and escalates exceptions to the right person.
Most SMEs with 10–100 employees manage support with the same team that handles sales, production and administration. The result is predictable: unanswered queries for hours, customers calling about the same things over and over, and staff interrupting high-value tasks to answer questions like 'What are your opening hours?' or 'How do I make a return?'. A well-configured customer service chatbot is not a decision-tree bot from the nineties: it is a conversational assistant trained on your documentation, your policies and your catalogue, capable of maintaining conversation context and handing off to a human agent when the situation requires it.
At Summum IA we design and deploy chatbots built on state-of-the-art language models connected to your real data sources: knowledge base, CRM, ERP, product catalogue or internal FAQ. The assistant responds with your company's up-to-date information, not generic answers. We integrate the channels your customers already use — web widget, WhatsApp Business API, Microsoft Teams or email — so the change is invisible to them. From Valladolid we serve all of Castilla y León and the Canary Islands, and for national projects we work remotely with the same level of service.
Regulatory compliance is part of the design, not an afterthought. User conversation data is subject to the GDPR; the assistant must disclose that it is an automated system (Regulation (EU) 2024/1689 — AI Act, Article 50), and the chat history is treated as personal data. We manage these requirements from the very start of the project. If your business also needs a conformity assessment of the AI system under the AI Act, our colleagues at Summum Consultoría offer a dedicated regulatory compliance service.
The Customer service chatbot process.
The process · four stagesKnowledge base construction
We gather and structure your internal documentation: FAQs, product manuals, returns policies, pricing, opening hours and any other relevant source. We index it in a RAG (retrieval-augmented generation) system so the assistant responds with verifiable, up-to-date data — not hallucinations.
Integration and testing
We connect the chatbot to your channels (web, WhatsApp, Teams) and to your management systems (CRM, ERP) where needed for order-status or appointment queries. We run functional, security and bias tests before going live.
Launch and continuous improvement
We go live with an assisted monitoring period. We analyse conversations where the bot has failed or escalated, and we refine flows and the knowledge base. We deliver a metrics dashboard so the client can track the resolution rate and user satisfaction.
What is included
What Customer service chatbot includes.
The operational detail: what we deliver as part of the work and what we keep alive afterwards.
-
Tailored conversational assistant
Configured with your company's voice, tone and specific knowledge. Not a generic template.
-
RAG knowledge base
Indexing of your internal documentation for answers grounded in real data, with periodic updates.
-
Multichannel integration
Embeddable web widget, WhatsApp Business API, Microsoft Teams and email, according to project requirements.
-
GDPR and AI Act compliance
Designed from the outset with automated-system identification, consent management and personal data minimisation.
-
Intelligent escalation to human agent
The assistant recognises when a query is beyond its scope and transfers the conversation to the right agent with full context.
-
Metrics dashboard and continuous improvement
Dashboard showing resolution rate, conversation volume, most-queried topics and user satisfaction. Monthly review included in the first year.
Summum cluster
How it connects with its sisters.
The chatbot connects with Summum Sistemas process automation and Summum Consultoría AI regulatory compliance to build a complete, legally watertight solution.
ia
Summum ia
For voice channels: the voice agent extends automated support to the phone and voice assistants, complementing the text-based chatbot.
View service → iaSummum ia
When the chatbot collects customer data (form, order, request), the automation layer processes it and injects it into the relevant management system without manual intervention.
View service → consultoríaSummum consultoría
Customer service chatbots are general-purpose AI systems subject to the AI Act (transparency obligation, Article 50). Summum Consultoría supports the regulatory conformity assessment.
View service →Frequently asked questions about Customer service chatbot.
What is the difference between a decision-tree chatbot and an AI-powered one?
A decision-tree bot follows a fixed script: if the user does not select one of the menu options, the bot gets stuck. An AI chatbot understands natural language, maintains conversation context and can answer unforeseen questions by searching the knowledge base. The result is that it handles a far wider range of cases without needing every branch to be programmed in advance.
Can the chatbot connect to my CRM or ERP to look up order data?
Yes. We design integrations with the most common management systems (Holded, Odoo, Sage, Dynamics, Salesforce and others) via API. The assistant can check the status of an order, verify whether a product is in stock or book an appointment, provided the system has an available API or can be exposed securely.
Does the chatbot comply with the GDPR and the AI Act?
The design includes from the outset the identification of the system as automated (AI Act requirement, Article 50), the data processing notice in line with the GDPR, minimisation of data collected during conversations and the corresponding data processor clauses. If you need a broader conformity assessment under the AI Act, Summum Consultoría offers that service independently.
How long does it take to go live?
A standard project, with a single channel and a medium-sized knowledge base, can be in production within 4 to 8 weeks from the start of the diagnosis phase. Projects with complex integrations (multiple CRMs, ERPs, several channels) require a longer timeline, which we specify in the proposal.
What happens when the bot does not know how to answer?
The assistant detects that the query is beyond its scope and transfers the conversation to a human agent with all the previous context (the user does not have to repeat what they have already said). It can also log the unresolved query for the team to handle asynchronously, or escalate by email or ticket according to the flow we design together.