“The same ten questions fill the inbox, and good people spend the day typing the answers.”
AI drafts the reply from your approved answers. A support person checks it and sends it.
Home / Services / Digital / AI automation / AI customer support
Digital · AI automation · AI customer support
AI customer supportthat brings buyers back
Since 201565+ in-house team6 cities
AI customer support for mid-to-large businesses that answer the same questions every day. The AI drafts. Your team checks, and takes the hard cases.
A strategist calls you in one working day.
/ 01 AI customer support
Answer fast,and the buyer comes back.
Good support brings the second sale, and it works only when answers are right and quick. PromotEdge, a marketing and growth agency, sets up AI customer support.
It drafts replies for your team to check, routes each question to the right person, and follows up after the sale.
It suits mid-to-large businesses with a support team, many questions on WhatsApp, email and calls, and a CRM or helpdesk in use, such as direct-to-consumer brands, BFSI, hospitality and SaaS.
We are not an IT company. AI does not fit a complaint about money, safety or a legal threat. A person takes those. Website chat is on our chatbots page, and the WhatsApp channel is on WhatsApp automation.
- 2015working with Indian brands since
- 65+in-house team: strategy, creative, media and tech
- 4pillars under one roof: strategy, advertising, digital, on-ground activation (BTL)
- 6cities: head office in Kolkata, teams in Mumbai, Delhi, Bangalore, Guwahati and Bhubaneswar
/ 02 What we set up
From the first questionto the follow-up.
| Part | What we set up | What you get |
|---|---|---|
| Question audit | We read recent chats, emails and tickets for the repeat questions | A ranked list of repeat questions |
| Approved answers | The answers and policies the AI may use, checked by your team | An answer list you own |
| Drafted replies | AI drafts for the support person to check, on email and WhatsApp | Drafts inside your inbox or helpdesk |
| Routing | Sorting by topic, product, language and urgency, with a back-up owner | One owner for every question |
| Hand-over | Rules that pass angry, money or unusual cases to a person | An alert with the history attached |
| After-sales follow-up | Check-in, review request and reorder reminder, with opt-in | A follow-up plan your team approves |
| Reports | Reply time, repeat questions, unanswered cases | A monthly report from your own records |
CRM or helpdesk licences, WhatsApp charges and AI usage fees are paid to their providers and shown on separate lines.
/ 03 What usually gets in the way
Where support work piles up,and the way through.
“Questions arrive on WhatsApp, email and calls, and nobody sees the whole history.”
All channels save to one record for each customer, so the next person sees the full story.
“An order question reaches the sales team, and a sales question reaches support.”
Each message is sorted by topic, product and urgency, and goes to the right person, with a back-up.
“After delivery nobody asks how it went, and the second order is left to luck.”
A check-in asks about first use, clears a doubt and offers a reorder, only for people who agreed.
“A customer complains, and the reply is slow or cold.”
Angry or money-related messages go to a person at once, with the history attached. The AI does not answer them.
“We tried an AI helper, and it quoted an old policy.”
It answers only from the approved list and says it will check when unsure. A person owns the list.
Want us to read a sample of your chats and show which questions repeat the most? Book a 30-minute AI check
/ 04 How we work
Drafts first,then more as trust grows.
We confirm the timeline in the quote. It starts with a 30-minute AI check: a call with a strategist and a one-page plan on where AI would help first. It is for projects we think we can help, and we take on a limited number.
- 01
Read the questions
We study recent chats, emails and tickets and list what is asked most.
- 02
Write the answer list
Your team approves every answer and policy the AI may use.
- 03
Start with drafts only
A person reads and sends every reply at first.
- 04
Set routing and hand-over
You decide who gets which question, and which cases always go to a person.
- 05
Test with odd messages
Rude, unclear and half-written messages go through before launch.
- 06
Review every month
We read the cases that went wrong and fix the list. Routine answers can be allowed to go on their own only if drafts were right.
Tell us what’s not working. We’ll send you an honest one-page growth plan, free.
Go deeperMore on this
How we set it up, and why
Rima Shaw, our senior account manager, is your day-to-day contact and sends the reports.
- Read real questions first. Real questions show what is asked most, so we do not guess. A ranked list of repeat questions.
- Let your team own the answer list. The AI is only as right as the answers behind it. An answer list with a named owner.
- Start with drafts only. A person catches mistakes before a customer sees them. A week of drafts to compare.
- Send hard cases to a person at once. An upset customer needs a human, and fast. An alert with the history attached.
What the rules say
When a customer messages or calls you on WhatsApp, Meta starts a 24-hour window in which you can send service messages without pre-approval. After it closes, only approved templates go out, and only to people who opted in.
Source: Meta for Developers, read 14 October 2026
Customer data
Support chats hold personal data. The DPDP Act, 2023 says consent must be free, specific, informed, unconditional and unambiguous, and a person can withdraw it as easily as they gave it. This is general guidance, not legal advice.
Source: DPDP Act, 2023, sections 6(1) and 6(4), read 14 October 2026
AI in customer support: today and next
Today
As reported on 8 July 2026, WhatsApp launched the Meta Business Agent in India. It answers customer questions, recommends catalogue products, manages bookings, summarises chats and flags missed messages. You can set it to hand a tricky question to a person. The report names no usage limits.
Source: India TV News, 8 July 2026, read 14 October 2026
Next
Our view: more of the first draft will come from AI, and your answer list and hand-over rules will matter more. Want us to look at where AI could help your support? Ask us.
Our beliefOur job is to impress your customers, not you.
Not sure what your team should keep for itself? Ask us on WhatsApp. Chat with us
/ 05 Cost
What affects the cost of AI customer support.
The scope is written first. Set-up is a project, and monthly care is optional, with a 3-month minimum and then 30 days' notice. Helpdesk or CRM licences, WhatsApp charges and AI usage fees are third-party costs, billed at actuals.
What affects the cost
- Channels: WhatsApp, email, calls
- Number of products, policies and languages
- A link to your CRM or helpdesk
- Question volume, which drives message charges
- After-sales follow-up steps
- Monthly care after launch
How we quote
- You tell us where questions arrive and who answers them
- We read a sample of your chats, emails and tickets
- We write the scope: answers, routing, hand-overs and owners
- You get a quote within 2 working days, each cost on its own line
What you get in the quote
- The repeat-question list and the answer list
- Drafted replies and routing, built and tested
- Opt-in wording and records for follow-ups
- A note on who owns what, and a monthly review if you choose it
Comparing quotes? Ask who owns the accounts and the answer list, and what happens to the setup if you leave.
/ 06 What happens next
What happensafter you ask.
For projects we think we can help, this is how it goes.
- 01
A strategist calls you
In one working day: a 30-minute call with one of our strategists about your business and what is not working.
- 02
You get a 1-page plan
A short, honest plan: what to fix first and what we would do. It is free.
- 03
A quote, if you want one
If you want to go ahead, we send a quote within 2 working days.
We confirm the timeline in the quote. Contracts start at 3 months, with 30 days' notice to stop.
Brands and people are named only as public examples. They are not PromotEdge clients or endorsers unless stated.
Keep exploring
Related pages.
The expertise that fits your business, and the places we work.
More in AI and automation
Proof and reading
What people say
In their own words
“We have been working with PromotEdge for almost a year. We have engaged them to manage our Digital marketing campaigns and are impressed with the outcome. …”
Shubham GadodiaDeputy Brand Manager at Shyam Metalics Group“I am delighted with the successful launch of our new website, thanks to the exceptional support from PromotEdge. …”
Mom MitraMarketing Head at Ilead“We are thoroughly impressed with the extensive knowledge and professionalism demonstrated by PromotEdge. Their adept management of our digital and creative requirements has significantly contributed to our satisfaction with their digital marketing services and expertise.”
Rahul MishraAssistant Manager Digital Marketing & Ecommerce at Magik Lighting
No pressure. No sales pitch.
Tell us what your customers keep asking.We'll show you the plan.
Straight answers.
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It is software that helps your support team answer faster. It drafts replies from your approved answers, sorts and routes each question, and sends follow-ups after the sale. A person checks drafts and takes the hard cases. PromotEdge sets it up on the channels you use.
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No, and we do not suggest it. AI takes the repeat questions and the typing. Your people keep complaints, refunds, exceptions and the buyer ready to decide. The aim is faster answers, and more time for the cases that need judgement.
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A buyer who gets a clear, quick answer trusts you more. After delivery we set up a check-in, a review request and a reorder reminder, only for people who agreed. Your team then spends its time on the questions that lead to the next order.
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It can, and it can sound sure while wrong. So it answers only from the list you approved, says it will check when unsure, and drafts for a person to read first. Prices, refunds and policy changes stay with your team. We test with odd questions before launch.
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Yes, on both. On WhatsApp, replies follow Meta's rules on opt-in and approved templates, and the channel setup is on our WhatsApp automation page. On email, drafts appear in your inbox or helpdesk for a person to check before anything is sent.
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Accounts and data stay in your company's name. We collect only what a task needs, keep consent records and give people an easy way to stop messages. The DPDP Act, 2023 asks for clear consent that can be withdrawn. This is general guidance, not legal advice.
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We agree the measure first, such as time to first reply, repeat questions and drafts a person accepts without change. We read them from your own records each month. If a step changes nothing, we say so, and change or stop it.