Customer service live chat with AI and customer context

The moment someone starts typing, Cuego links the visitor to a customer: through the session on your site, a login or the email address that comes up in the conversation. Their order history comes with it.

If someone can't be recognised, Cuego asks for exactly the detail it needs, not for a form up front. A four-field pre-chat form is the first place visitors drop out, and usually one question already tells you enough.

A chat isn't a series of separate answers. Cuego tracks where the conversation stands: first working out what's actually going on, then answering, then checking whether it's right, then closing.

Different rules apply per phase. As long as information is missing, Cuego draws no conclusion but asks at most three targeted questions. When closing it doesn't ask once more whether you need anything else, because that line keeps finished conversations open.

You set the tone on several axes: formal or casual, brief or detailed, how much empathy, and whether humour, emoji and small talk are allowed. You also fix topics Cuego doesn't discuss.

On a question about an order, Cuego consults your webshop or order system and your carrier, and returns the status that sits there at that moment. No script and no link to a page where the customer has to keep searching themselves.

A tracking link is rarely the answer to the question being asked. Someone asking where their parcel is wants to know whether it arrives tomorrow and what to do otherwise. That is a question about certainty, not about location.

Cuego can do more than look things up. Changing an address before shipping, registering a return, cancelling an order inside the window: those actions run through your own workflows, so within the limits you set there.

Per action you decide whether it may run by itself or has to pass a person first. Changing an address just before shipping is not the same as a refund, and the difference isn't the difficulty but how easily you undo it when it goes wrong.

If it stalls or the customer asks for a person, the conversation goes to your team. The colleague sees the whole conversation, the customer, their orders and what Cuego already did.

So the customer doesn't have to tell their story again. That is where handovers usually fail: not because nobody is available, but because the customer has to explain what it was about for a second time.

The same conversation also runs over WhatsApp, Facebook Messenger, Instagram and SMS. Those land in the same queue, with delivery status per message.