AI Front Office for Customer Service. Customer service automation that answers every channel
Zanus AI is customer service automation that answers your service line, website chat, support inbox and web forms from the knowledge you approve, opens a ticket for every problem it cannot settle and tracks each return to closed. Refunds outside policy, complaints, safety reports and claim decisions go to the person your rules name.
TRY IT FREE NOWNo credit card · Ready in 2 minutesReady to buy? See plans & pricing ›
7 days free · per company, never per seat · nothing to install
Easy setup
Answers & books
Sells
Supports
Helps your team
You talk. Lisa sets it up.
You“Billing disputes go to a person; order and status calls stay with the AI.”
Lisa“Billing becomes people first for disputes, and Orders stays AI only. Here is the before and after. Apply?”
Any setting, in any module · applied only on your yes
Start with the one thing you need. Add more anytime by asking Lisa.
The whole Front Office › · All applications ›
Who reaches you
The people the AI answers for you
- Customers asking where an order, a delivery or a refund stands
- Customers reporting a fault, a damaged item or an app that will not log in
- Account holders questioning a bill, a charge or a renewal
- Buyers who want to return, exchange or repair a product
- Customers chasing a case they reported last week
- Business accounts and installers raising problems for their own clients
One AI, every channel
Customer service automation for phone, chat, email and forms
In this customer service automation software, one knowledge base drives customer support across channels, so a customer hears the same answer on the phone at 7 AM as in the chat at midnight.
Service calls answered on the first ring
AI Phone picks up the service line with no hold queue and no phone menu, answers from your knowledge, finds the order or the open case and routes the caller who needs a person.
Website chat that settles the problem
Unlike scripted AI chatbots, AI Webchat answers by text or voice in the customer's language, shows the page or picture it is describing and opens a ticket inside the conversation when an answer is not enough.
The support inbox, sorted and drafted
AI E-mail reads each message, sorts it to the right desk and writes the reply from your knowledge; each department decides whether replies leave alone or wait for an agent's approval.
Problem-report forms answered at once
AI Web Forms replies the moment a form arrives, chases a missing photo with an upload link, and a screening rule warns the desk about an urgent report before anyone opens the inbox.
Every unsolved problem becomes a ticket
AI Tickets is the help desk behind every channel: the calls, chats, e-mails and forms that need follow-up share one list, the AI answers what it is sure of, and Did this answer help? collects customer feedback under each reply.
Returns tracked from pending to closed
AI Returns & Warranty sends the troubleshooting first, waits for your yes on every return and writes the instructions, the repair quote and the tracking e-mail along the way.
A service desk week
Automated customer service through a busy week
The routine service tasks of a busy week, and how the AI keeps response times short while your people take the hard cases.
Monday 8 AM, the weekend backlog
Forty e-mails and a dozen forms wait from Saturday. Status questions and how-tos already have their answers out; the billing disputes sit together in one list, a draft beside each.
Tuesday noon, a carrier running late
The phone lights up with where-is-my-order calls. Each caller is answered on the first ring, hears where the parcel is and receives the tracking by e-mail before hanging up.
Thursday 9 PM, a fault after closing
A coffee machine shows an error code. The chat asks what was tried, e-mails the steps for that model and, when they fail, accepts a return that waits as pending for your team.
Saturday, a business account slipping
An installer's account opens its third ticket in ten days. Its health score drops with the reason in the tooltip, so the account manager sees it first on Monday.
Real screens
AI customer service agent at work, on real screens
Each picture is a real Zanus AI screen with demo data, framed for this page: the customer interactions a service desk opens every morning.
Weigh the options
Automated customer service compared with the usual options
What a customer gets from each way support teams usually run a desk, from agents on every phone to automated customer support.
| What you need | Agents on the phones | An outsourced contact center | A scripted chatbot | Zanus AI |
|---|---|---|---|---|
| A where-is-my-order call at 7 AM | Waits for opening time | Read from a script card | Not on the phone at all | Answered on the first ring: with the tracking sent by e-mail |
| A product fault | Taken down by hand | A message forwarded to you | A link to the help pages | Troubleshooting first, then a ticket: with the conversation and the customer on it |
| A return request | A thread of e-mails | Noted for your team | Outside its scope | Pending until your team approves: then the RMA number, address and packing note |
| One customer on three channels | Three separate records | Kept in their own system | Chat only | One customer record: with every call, chat, e-mail and form on it |
| A question nobody wrote down | Whoever knows answers | Guessed or escalated | Guessed or a dead end | No guess: a person or a ticket: and the gap counted for you to answer once |
What goes to a person
Where customer service automation stops and your team decides
Customer service automation should know where it stops: each case below reaches a human agent on your team, with the conversation attached.
Refunds, credits and exceptions
The AI quotes the refund policy you approved and opens the case; a refund outside the window, a goodwill credit or a price exception waits for the person your rules name.
Complaints and upset customers
A complaint is heard to the end, the customer is told honestly what happens next, and the case is filed in their own words for the colleague you chose.
Safety reports and hazards
A gas smell, a sparking charger or an injury follows the safety script you approved, and the call rings the on-call colleague your rules name on the computer, the phone app or the mobile.
Coverage, claims and advice
For insurers, utilities and financial accounts the AI answers only from approved wording; eligibility, claim decisions, legal or financial questions and billing disputes go to a qualified person.
Ready in 2 minutes
Set up automated customer service in 2 minutes
Lisa reads your help pages
Give Lisa your website: she reads the help center, the return policy and the product pages, and asks who handles billing, orders, technical problems and returns.
Forward your service line
Forward the number customers already know to the Front Office, paste one line of code for the chat and add your support address; nothing is ported and nothing installed.
Say what goes to a person
Tell Lisa which requests always reach a person, which e-mail replies wait for approval and how sure the AI must be before it answers a ticket alone; each change is shown before and after.
Try it free for 7 days
Run it on your own customers for a week with no credit card, read every call, chat, e-mail and ticket it handled, and judge whether it helps improve customer experience before you decide.
Customer Service in your trade
By industrySoftware & SaaSUtilitiesHardware & ElectronicsTravel AgenciesE-commerceRetail StoresTelecom & Internet ProvidersConsumer BrandsBanks & Credit UnionsLaw FirmsMedia CompaniesAerospace & Aviation
Questions & answers
Customer service automation: the questions support leaders ask
What is customer service automation?
Customer service automation hands the routine work of a support team to software: answering common questions, opening and sorting cases, sending order updates and return instructions. In Zanus AI, AI agents that understand natural language do that on the phone, in the website chat, in the support inbox and on web forms, from the knowledge you approved, and pass every decision that needs judgement to your people.
How does automated customer service work?
Natural language processing reads what the customer means in their own words, whether spoken on a call or typed in a chat, an e-mail or a form. The AI then searches your knowledge base by meaning, answers or acts, opens a ticket for what needs follow-up, and writes each of these customer interactions onto one record your team can read.
Which customer service tasks should you automate first?
Start with the customer inquiries that come back every day: where an order is, how to reset a login, what the return window is, when a technician can come. Those service tasks have one right answer in your policies, so the AI can give it on every channel. Keep refunds outside policy, complaints and claims with your human agents.
How do you automate customer service without losing the human touch?
Start automating customer service with the questions your team answers twenty times a day and let the AI take those on every channel, while your people keep complaints, exceptions and goodwill gestures. In Zanus AI each department is set to AI only, AI first or people first, and every handover arrives with the conversation already written, so nobody asks the customer to start again.
What are examples of automated customer service?
Customer support automation looks like this. A caller asking where a parcel is hears its status and gets the tracking link by e-mail. A chat visitor whose router keeps dropping is asked what was tried and receives the steps from your manual. A login question sent to the support inbox is answered with the reset steps, and a damaged delivery reported on a form becomes a ticket with its number in the reply.
What are the advantages and disadvantages of automated customer service?
The gains are answers at any hour, no hold queue, one answer on every channel and a written record of each conversation, which is what customer expectations now look like. The risks are automated systems that guess, trap people in menus or hide the way to a person. Zanus AI answers only from approved knowledge, admits when it does not know, and lets customers ask for a person in plain words.
How do customers reach a person instead of the automated service?
They say so. On the phone the AI puts the call through to the colleague or department your rules name, announcing the caller and the reason first. In the chat or by e-mail the request lands in the queue that needs a person, with the whole conversation attached, so the customer never has to tell the story twice.
Will customer service automation replace human agents?
It replaces the copy-and-paste part of the job, not your human agents. The AI answers status questions, how-tos and policy questions and drafts the rest; your agents approve refunds, judge warranty claims, calm an angry customer and fix what the knowledge does not cover. The hours it frees go to the conversations only a person should have.
Is omnichannel customer service software the same as a CRM?
Not quite. Omnichannel software answers customers wherever they write or call; a CRM keeps the customer data on who they are and what happened. In Zanus AI the two are one system: each call, chat, e-mail, form, ticket and return lands on the same customer record in AI CRM, so the next agent or the AI starts from the whole history. Only managers may export that record, and each export names who ran it.
Which channels can Zanus AI automate for a service desk?
Your phone line with AI Phone, the website chat with AI Webchat, the support inbox with AI E-mail and your contact and problem-report forms with AI Web Forms. AI Tickets gathers what needs follow-up from all four, AI Returns & Warranty runs the returns, and AI Knowledge holds the answers every one of them uses.
What happens when the AI does not know the answer?
It does not invent one. It tells the customer it will check, offers a person or opens a ticket, and the unanswered question is counted as a knowledge gap. You answer that gap once, typed or by talking, and from then on the phone, the chat and the inbox all give the same reply.
Can automated customer service handle insurance, utility or telecom customers?
Yes, inside guardrails you set. The AI answers from the policy wording, tariffs and procedures you approved and opens the case with the details. Coverage, eligibility, claim decisions, billing disputes and anything that sounds like advice go to a qualified person, and a reported hazard such as a gas smell follows the safety script you wrote and the route to your on-call colleague.
How much does customer service automation cost?
Zanus AI is priced per company, never per seat or per agent, so adding a person to the service desk adds nothing to the bill. You pick the modules your desk needs and add others later; the plans are on the pricing page, and the free trial runs 7 days with no credit card.
How long does it take to set up an automated service desk?
About 2 minutes to start. Give Lisa your website, tell her your departments, your return rules and what must always reach a person, then forward your service line. The AI answers from that moment, and every rule you add later is shown before and after and applied on your yes.
Award-winning AI
Winner at CES 2026, ISE 2026 and TMCnet Enterprise AI Product of the Year.
REAL AI - the whole Front Office is AI, not old software with an AI button.
Awards & trade shows ›
Give Lisa your website.
She sets up your business in 2 minutes.
Other software makes you learn it. Zanus AI learns your business.
Try it free on your own business — no credit card, per company, never per seat.
Ready to buy? See plans & pricing ›
Or call +1 (954) 736-3939 — the AI answers.