Customer Service & Support
AI assistant for branch staff, consistent answers, smooth handoff to back-office.
Liona provides an AI assistant for branch front-office staff. Chat AI answers questions about procedures, products, and policies from a curated knowledge base. For complex cases, AI Assignment hands off to back-office with full context.
Built on LionaCX →
All use casesThe problem
Branch staff confused, inconsistent answers, slow handoff to back-office.
- Branch staff don't know answers to complex procedure and product questions.
- Answers are inconsistent across branches because staff rely on memory.
- Handoff to back-office is slow because there is no complete conversation context.
- No single source of truth for branch procedures and policies.
How it works
- 1
Staff asks AI
Front-office staff asks about procedures/products to Chat AI via the Liona workspace.
- 2
AI answers from KB
Chat AI answers from the curated knowledge base with consistent answers.
- 3
Handoff to back-office
For complex cases, AI Assignment hands off to back-office with full context.
- 4
Back-office resolves
Back-office receives the case with context, resolves, and updates the branch staff.
Questions
Can Chat AI answer branch-specific questions?
Yes, Knowledge supports branch-level content. Chat AI can answer branch-specific questions with references to local procedures.
What if front-office staff need an answer from back-office?
Chat AI will escalate to back-office via AI Assignment with full conversation context. Back-office can immediately understand the context and provide an answer without having to ask again.
Can this system be used across all branches at once?
Yes, Liona supports multi-branch. Each branch has access to the central knowledge base and local content. HQ can monitor answer consistency across branches.