Personal context
Each concierge draws on the customer’s profile, order history, preferences, and previous conversations, and replies in their language.
- CRM and order history
- Conversation memory
- Multilingual replies
Skip to contentAIPranata Console showing a resolved customer conversation Resolved01 02 03
AI concierge platform for customer service
Personal customer service, at enterprise scale.
AIPranata deploys AI concierges that resolve customer requests end to end, inside your systems and within your policies, and hand off to your team with full context when judgment is needed.
- Policy-bound actions
- Approval workflows
- Complete audit trail
AIPranata ConsoleConversations
AllResolvedHanded offOpen
- Sarah L.2m
Damaged item replacement
Resolved
- Budi S.6m
Change delivery address
Resolved
- Maria K.9m
Refund dispute, $240
Handed off
- Arif R.12m
Reschedule appointment
In progress
Sarah L.
Damaged item replacement
- SL
Sarah L.
My lamp arrived cracked. I need it before Saturday.
Concierge
I’m sorry about that, Sarah. As a Gold member you qualify for a free express replacement, arriving Thursday. Shall I arrange it?
- SL
Sarah L.
Yes, please.
- 14:02:11Order #48213 retrieved
- 14:02:12Policy RPL-02 matched: eligible
- 14:02:40Express replacement created
Trusted by teams at
Connects to the systems you already run
- Order management
- CRM
- Helpdesk
- Booking and scheduling
- Web chat
Platform
A concierge that knows the customer and finishes the job.
AIPranata combines customer context, action through your systems, and human handoff in one agent, so customers get resolutions rather than replies.
End-to-end resolution
Concierges track orders, change bookings, schedule appointments, and issue refunds or replacements through your existing tools.
- Actions through your systems
- Confirmation with the customer
- Structured decision records
Human handoff
Complaints, exceptions, and high-value customers are routed to the right person with a summary and a recommended next step.
- Sentiment and intent detection
- Routing to teams or individuals
- Context carried over in full
Product
Everything you need to run concierges in production.
Six modules cover the full lifecycle, from designing a concierge to auditing what it did.
- 01 · Concierge StudioDesign how your concierge sounds and what it knows.
- 02 · Actions and integrationsConnect the systems where work actually happens.
- 03 · Policies and approvalsApprove exceptions without slowing everything else down.
- 04 · Handoff workspaceWhen a person steps in, they start with the full picture.
- 05 · Analytics and qualitySee what concierges resolve, and where they need help.
- 06 · Audit logA complete record of every reply and action.
Governance
You set the rules. The concierge follows them.
Define what concierges may do on their own, what needs approval, and when a person must take over. Every action is checked against your policies before it happens.
- 1
Receive
A request arrives through chat or email.
- 2
Understand
The concierge identifies the customer and the intent.
- 3
Check policy
The proposed action is matched against your rules.
- 4
Act or hand off
It acts, requests approval, or routes to your team.
Policy rules
Active| Request | Handling |
|---|---|
| Order status and tracking | Automatic |
| Refunds up to $150 | Automatic |
| Refunds above $150 | Requires approval |
| Complaints and disputes | Hand off to Tier 2 |
| VIP customers | Hand off to account manager |
| Legal, safety, or medical topics | Hand off immediately |
Use cases
Built for the conversations that fill your queues.
See what concierges handle on their own, and what they route to your team, in four industries.
Retail and e-commerce
Every order question answered, every return handled.
- Order status and delivery tracking
- Address changes before dispatch
- Returns, exchanges, and replacements within policy
Hospitality and travel
A front desk that is always open.
- Booking confirmations and changes
- Late check-out and room requests
- Pre-arrival questions and directions
Financial services
Fast answers with strict boundaries.
- Card status, blocking, and replacement requests
- Statement and transaction questions
- Fee explanations based on your published schedule
Telecommunications and utilities
High volume, handled personally.
- Bill explanations and payment arrangements within policy
- Plan and add-on changes
- Service status checks for an address
Security and control
Built for teams that answer to auditors.
Concierges act on behalf of your business, so control and visibility are part of the platform, not an afterthought.
Role-based access
Control who can configure concierges, approve actions, and read transcripts.
Complete audit trail
Every reply, lookup, and change is recorded with the policy that allowed it.
Workspace isolation
Each business’s data, connections, and configuration are kept separate.
Approval workflows
Sensitive actions are routed to the right approver before they take effect.
Transparent AI
Concierges identify themselves as AI, and customers can reach a person at any time.
Data minimisation
Choose which customer fields each concierge can access.
Comparison
Beyond the scripted chatbot.
| Capability | Scripted chatbot | AIPranata concierge |
|---|---|---|
| Understanding | Keyword matching against an FAQ | Understands the request and the customer behind it |
| Action | Links to help articles | Changes orders, bookings, and refunds within your limits |
| Memory | Starts from zero every time | Uses history, preferences, and past conversations |
| Escalation | Asks the customer to contact support | Routes to the right person with a full summary |
| Oversight | Limited visibility into answers | Audit trail of every reply and action |
FAQ
Frequently asked questions
Bring concierge-level service to every customer.
Set up your first concierge, connect your systems, and define the rules it works within.