Customer service AI chatbot with 24/7 coverage and human handoff
The Nortinia AI Chat customer service module handles repeat questions 24/7, automatically opens tickets in Zendesk and Freshdesk, and prioritises sensitive cases based on sentiment. It auto-scales during peak hours and seamlessly covers out-of-office hours — with human handoff wherever it matters.
What it does
How people use it
E-commerce support
An online fashion store handles 800-1000 daily questions about delivery, sizing and returns. Nortinia AI Chat closes 75% on its own and opens the rest as Zendesk tickets to the right team — auto-scaling during peak weeks without adding operators.
SaaS support
A SaaS product support team deals with configuration, integrations and billing questions. The chatbot indexes the docs, the changelog and the status page; if there is an outage it tells the visitor proactively. Technical incidents open Jira tickets with a priority flag.
Financial services support
A financial services support desk is bound by strict compliance rules. The chatbot answers only from public information; any case involving an account, transaction or KYC is routed immediately to a human advisor — every step logged.
Travel agency support
A travel agency support desk takes booking questions out of hours. Nortinia AI Chat is available 24/7, shows calendar availability and books complex bookings into a next-day human callback — visitors no longer get stuck in an auto-reply email.
Frequently asked
Will it integrate with our existing ticket system?
Yes. Zendesk, Freshdesk, Jira Service Management and HubSpot Service Hub are supported out of the box. Other systems (e.g. custom CRM) integrate via REST API + webhooks in 1-3 days. The chatbot hands over the ticket with the full conversation context.
Do we only pay when it actually answered?
Pricing is plan-based: a monthly fix fee for a given answer volume, with a unit price for overage. A "no answer / I don’t know" response does not count as a billable answer — those are exactly what you want to reduce.
What does the chatbot do after hours?
Out of hours it still answers repeat questions and queues complex cases into a "next morning" handoff for a human operator, sending a confirmation email to the visitor. Opening hours are configurable per location and per team.
Can we throttle it during peak times if too many cases need human attention?
Yes. During peak periods you can switch to rule-based routing: e.g. the chatbot only answers "order status" questions, everything else goes directly to a human. The admin switches routing mode with one click.
More Nortinia AI Chat solutions
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