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
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One platform to design, govern, and run AI concierges.
AIPranata gives customer service, operations, and compliance teams one platform to design AI concierges, connect them to the systems where work happens, control exactly what they may do, and review every conversation. Six modules cover the full lifecycle, from the first greeting to the audit record.
Trusted by teams at
01 · Concierge Studio
Design how your concierge sounds and what it knows.
Concierge Studio is where you decide who your concierge is. Customer service leads set the persona, tone, greeting, and languages for each concierge, then choose the knowledge it may draw on, from returns policies and delivery FAQs to product catalogues.
Every change is saved as a new version. Compare versions side by side, try a draft against past conversations before customers see it, and roll back in one step if something does not behave as expected.
Used byCustomer service leadsKnowledge owners
Concierge settings
- Name
- Ava
- Tone
- Warm, concise, professional
- Languages
- EnglishIndonesian
- Knowledge sources
- Returns policyv4
- Shipping and delivery FAQv12
- Product catalogueSynced daily
Version 18 · published
Key capabilities
Persona and tone
Name, voice, greeting, and level of formality, set for each concierge and brand.
Languages
Replies in the customer’s language, with wording tailored per language where needed.
Knowledge sources
Policies, FAQs, and product catalogues, kept in sync on a schedule you choose.
Draft and test
Run a draft against past conversations before it reaches customers.
Versions and rollback
Every published change is recorded, comparable, and reversible.
Channel settings
Separate greetings, hours, and escalation contacts for web chat and email.
02 · Actions and integrations
Connect the systems where work actually happens.
Actions turn a concierge from something that answers into something that resolves. Each action, such as looking up an order, creating a replacement, or rescheduling a booking, is defined against one of your systems with an explicit scope.
Connect order management, CRM, booking, helpdesk, and payment systems, or describe your own APIs as custom actions. Parameters are checked before any call reaches your systems, and every request and response is logged against the conversation.
Used byOperationsIT and engineering
Actions
| Action | System | Scope |
|---|---|---|
| lookup_order | Order management | Read |
| create_replacement | Order management | Write · within policy |
| issue_refund | Payments | Write · approval above $150 |
| reschedule_booking | Booking | Write |
| update_address | CRM | Write · verified customers |
Key capabilities
System connections
Order management, CRM, booking, helpdesk, and payment systems.
Custom actions
Expose your own API endpoints as actions with defined inputs and outputs.
Explicit scopes
Read or write access per action, limited to verified customers where needed.
Parameter checks
Structured inputs are validated before a call reaches your systems.
Call logging
Every request and response is recorded against the conversation.
Revocable access
Pause a single action or disconnect a system at any time.
03 · Policies and approvals
Approve exceptions without slowing everything else down.
Policies define what a concierge may do on its own. Rules can depend on the amount involved, the customer’s tier, the type of request, the channel, or the time of day, and every proposed action is checked against them before it runs.
When an action falls outside a rule, it becomes an approval request. Approvers see the customer, the order, the concierge’s reasoning, and the policy that triggered the request, then approve, decline, or adjust it. The concierge keeps the customer informed while they wait.
Used byOperations managersFinance and risk
Approval request
Awaiting approval
Refund $240 for Maria K.
Exceeds automatic refund limit of $150
- Order
- #51907 · Delivered 4 days ago
- Customer
- Platinum · 14 orders
- Concierge note
- Item arrived damaged; photos provided
Key capabilities
Rule conditions
Amount, customer tier, request type, channel, and time of day.
Approval routing
Send requests to a team or named approver, with a backup if no one responds.
Full context
Customer, order, concierge reasoning, and triggering policy in one view.
Approve, decline, or adjust
Change the amount or the action before it runs.
Customer updates
The concierge tells the customer what is happening while they wait.
Decision records
Every approval is stored with the policy and the approver.
04 · Handoff workspace
When a person steps in, they start with the full picture.
Some conversations need a person. When a customer is upset, asks for a human, or needs something outside policy, the concierge hands the conversation to the right team with everything they need to resolve it without starting over.
Agents receive a summary, the customer’s history, the actions already taken, and a suggested next step. They can reply directly, take actions themselves, or return the conversation to the concierge once the exception is handled.
Used bySupport agentsTeam leads
Handoff
Tier 2 · Disputes
Summary
Customer disputes a $240 refund amount after a damaged delivery. Photos received. Refund above automatic limit.
Already done
- Verified identity
- Confirmed order and delivery date
- Requested and received photos
Suggested next step
Approve full refund and offer express replacement.
Key capabilities
Handoff triggers
Customer requests, frustration, policy exceptions, VIP status, or sensitive topics.
Routing
To teams, queues, or named owners such as account managers.
Summaries
What the customer needs, what was tried, and what to do next.
Shared history
Previous conversations, orders, and preferences in one panel.
Return to concierge
Hand routine follow-up back once the exception is resolved.
Helpdesk sync
Work from your existing helpdesk if your team prefers.
05 · Analytics and quality
See what concierges resolve, and where they need help.
Analytics show what concierges resolve on their own, what they hand off, and why. Trends are broken down by topic, channel, language, and concierge, so you can see where to improve knowledge, adjust policies, or add actions.
A review queue collects conversations that deserve a second look, such as low-confidence answers, requests for a person, or approved policy exceptions. Reviewers rate replies and leave notes, and recurring gaps become suggestions for new knowledge or actions.
Used byCustomer service leadsQuality assurance
Quality review
Flagged for review
- Conversation #8841Low-confidence answer
- Conversation #8836Customer asked for a person
- Conversation #8829Policy exception approved
Top knowledge gaps
- 1International return shipping
- 2Gift card balance transfers
- 3Warranty claims for refurbished items
Key capabilities
Resolution trends
Resolved, handed off, and abandoned conversations over time.
Breakdowns
By request type, channel, language, and concierge.
Review queue
Low-confidence answers, requests for a person, and policy exceptions.
Reply ratings
Score replies and leave notes for the team.
Knowledge gaps
Recurring questions the concierge could not answer well.
Customer feedback
Post-conversation ratings next to each transcript.
06 · Audit log
A complete record of every reply and action.
The audit log records everything concierges and people do in the platform: every message, lookup, change, approval, configuration edit, and permission change, with who or what performed it and which policy allowed it.
Filter by customer, concierge, policy, or person, follow a single case from the first message to resolution, and export records for internal review, customer disputes, or audits.
Used byComplianceSecurityOperations
Audit log
| Time | Actor | Event | Policy |
|---|---|---|---|
| 14:02:11 | Concierge · Ava | Order #48213 retrieved | n/a |
| 14:02:12 | Concierge · Ava | Replacement eligibility checked | RPL-02 |
| 14:02:40 | Concierge · Ava | Express replacement created | RPL-02 |
| 14:31:05 | Rina S. · Operations | Refund $240 approved | RFD-03 |
Key capabilities
Complete coverage
Messages, actions, approvals, configuration, and permission changes.
Actor and policy
Who or what acted, and the rule that allowed it.
Case timelines
Follow one conversation from first message to resolution.
Filters and search
By customer, concierge, policy, person, or date.
Export
Download records for reviews, disputes, and audits.
Retention settings
Keep records for as long as your policies require.
Platform
Platform at a glance
- Channels
- Web chat widget for your website, and email
- Languages
- English, Indonesian, and more, with replies in the customer’s language
- Integrations
- Order management, booking, CRM, helpdesk, and payment systems; custom actions through your APIs
- AI models
- Leading AI models from third-party providers, used under business terms
- Access control
- Role-based permissions for configuration, approvals, and transcripts
- Governance
- Policy rules, approval workflows, and human handoff
- Data handling
- Workspace isolation, per-concierge access to customer fields, and retention settings
- Records
- Audit log of every reply, action, approval, and configuration change
- Pricing
- Basic Rp 500,000 and Premium Rp 1,500,000 per month, excluding VAT, paid in advance
Use cases
Where teams put AIPranata to work.
The same platform serves retail, hospitality, financial services, and telecommunications, with rules that fit each industry.
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
Pricing
Simple monthly packages.
Choose the package that fits your team. Both include the concierge platform, policy rules, human handoff, and a complete audit log.
Basic
For teams launching their first concierge on web chat.
Rp 500,000/month
- Concierge Studio with persona, tone, and knowledge sources
- Web chat channel
- Order, booking, and CRM actions
- Policy rules and human handoff
- Audit log
Premium
For teams running concierges across channels, with approvals and quality review.
Rp 1,500,000/month
- Everything in Basic
- Email channel in addition to web chat
- Approval workflows with routing
- Analytics, review queue, and knowledge-gap reports
- Custom actions through your own APIs
- Audit log export
Prices are in Indonesian rupiah, exclude VAT, and are paid monthly in advance. Need more volume or custom terms? Contact us
See how AIPranata fits your operation.
Sign in to create a workspace, connect a system, and configure your first concierge.