Chatbot for Customer Service
Customers ask about prices, opening hours, product availability, delivery status, or report a complaint — often outside business hours and across different channels. Zentor App automatically answers these recurring inquiries from your knowledge base, books appointments, captures complaints in a structured way, and hands off anything that requires human judgment to your team via handover with the full conversation history.
Six Application Areas in Customer Service
Answer FAQs Automatically
Zentor App answers prices, opening hours, product information, and standard questions instantly — based on your knowledge base, around the clock.
Status and Delivery Information
Depending on the system connection, Zentor App checks order or processing status and communicates it directly to the customer.
Book and Confirm Appointments
Appointment requests are captured in a structured way, confirmed, or — depending on configuration — entered directly.
Capture Complaints
Customer data, product, and problem are gathered in a structured way and forwarded to the responsible team — no matter is lost.
Omnichannel Inbox
Web chat, WhatsApp, email, Telegram, and SMS come together in one inbox — your team sees every conversation in one place.
Handover for Complex Cases
Emotional conversations, individual negotiations, or complex matters are handed over to your team by Zentor App, including the full history.
Knowledge Base: Your Facts Instead of Generic AI Knowledge
The Zentor App knowledge base takes in FAQs, price information, product details, process documents, and policies. Supported formats: PDF, Word, text entry, and website import. The Starter plan includes 1,000 MB of storage (expandable on request); the Individual package additionally provides vector RAG for semantic search across extensive documents.
Handover: Seamlessly Handing Off to Your Support Team
No chatbot can resolve every inquiry. Complaints, individual negotiations, or emotional conversations require human judgment. The Zentor App handover function passes the conversation to your team — with the full conversation history, so no information is lost.
Zentor App recognizes that an employee is needed — automatically or at the customer's request.
The conversation is handed off to the Zentor App inbox with the full conversation history.
The employee sees all previous messages and can continue directly without follow-up questions.
Frequently Asked Questions
Which customer inquiries can the chatbot answer automatically?+
All inquiries for which you store information in the knowledge base — e.g., FAQs, price inquiries, product information, and status information. Individual or complex cases are handed over to your team by the chatbot.
How does this differ from a simple FAQ bot?+
A simple FAQ bot only delivers predefined answers to exact matches. Zentor App uses an AI-powered knowledge base and also understands free phrasing — so the bot finds the right answer even when the customer phrases the question differently.
What happens with a complaint or a complex matter?+
The chatbot captures the necessary details in a structured way and hands the conversation over to an employee in the omnichannel inbox — including the full conversation history, so the customer doesn't have to repeat anything.
Which channels does the customer service chatbot run on?+
Web chat, WhatsApp, email, Telegram, SMS, and telephony via the Zentor SIP-Voicebot come together as equal channels in one omnichannel inbox.
Can the chatbot also book appointments or accept changes?+
Yes. The chatbot can book and confirm appointments, request contact details, and accept changes or cancellations — depending on configuration and connected systems.
Which businesses is a customer service chatbot suitable for?+
Anywhere recurring inquiries make up a significant part of the support workload: online shops, service providers with booking inquiries, property management companies, car dealerships, agencies, and SMEs with small support teams.
How can I see which inquiries were resolved automatically?+
Analytics in the Zentor App inbox show how many inquiries were answered automatically, how many were handed over, and on which topics the bot frequently hands off to its team.
Is the customer service chatbot GDPR-compliant?+
Zentor App can be operated in the EU or as an on-premises variant — this means you meet GDPR requirements for data storage and processing.
What does a customer service chatbot cost with Zentor App?+
Zentor App Starter is available from €49/month (plus €49 setup), or try it free for 14 days. For teams with handover, omnichannel inbox, and messaging channels, the freely configurable Individual package is recommended (up to €899/month).
Automate Customer Service with Zentor App
Populate the knowledge base, activate the chatbot, connect channels — ready to use in a short time. No technical prior knowledge, no agency project.