Centralize and Reliable Customer Responses Without Multiplying Tools
How a 30-100 person SMB unified customer support across multiple channels, ensuring consistent, accurate responses while reducing response time by 40%.
Client Context
An SMB with 30-100 employees (SaaS, B2B services, industrial, distribution) receiving customer requests via:
Responses involve:
- •Support team
- •Operations
- •Sometimes sales or management
The company had tried:
- • Templates
- • A chatbot
- • An internal copilot
But nothing was truly reliable.
The Problem
1. Responses Are Not Consistent
Depending on who responds:
- •The message changes
- •Rules are not the same
- •Some information is outdated
👉 Commercial and brand image risk.
2. AI Exists... But Is Not Controlled
Teams sometimes use:
- •ChatGPT
- •Internal prompts
- •Tools not connected to real data
Result:
- • Plausible but false responses
- • No traceability
- • No clear rules on what can or cannot be said
3. Too Much Time Wasted
Teams spend time:
- •Re-reading
- •Reformulating
- •Verifying
- •Correcting
The O137 Solution (SMB Version)
O137 is used as a response control system, not as a simple chatbot.
1. Connection to Internal Sources
O137 connects to:
- •Documentation base
- •Standard contracts
- •Customer database
- •Previous tickets
👉 A single source of truth.
2. Response Orchestration
For each request:
- •O137 analyzes the context (customer, contract, subject)
- •Selects the right information
- •Chooses the level of automation
3. Decision Before Response
O137 decides:
- •Automatic response possible
- •Response proposed for validation
- •Human escalation necessary
Based on:
- • Risk
- • Customer
- • Subject
4. Interchangeable Models
- •Fast model for simple FAQs
- •More precise model for sensitive subjects
- •Automatic fallback
The team doesn't see the models—they see the confidence level.
5. Simple Traceability
Each response is:
- •Explained
- •Sourced
- •Historized
👉 Useful for training and quality.
Concrete Results
What SMBs Gain
In Summary
Not a gadget chatbot
Not an automated FAQ
A system that decides how to respond to customers