Meet Frans (AI)
At Knivesandtools we believe honesty is not a marketing strategy. It’s just how we are. So if you receive an email from Frans, you’ll appreciate knowing who or what Frans actually is.
Frans is our AI customer service assistant. Not a human, but always working.
What does Frans do?
Frans answers common questions about your order, shipping, invoice, returns and more. He retrieves the correct information, combines it with available knowledge, and writes you a reply. Fast, clear and without keeping you waiting (for long).
Can Frans do everything?
No. And Frans knows that too, just like us.
Some questions are too specific, too sensitive, or simply require a human judgement. In those cases, your ticket automatically goes to one of our staff. No notification, no fuss, it just happens.
Also, there is a limit to what Frans is allowed to handle; if tickets become too long or complex, Frans stops.
How do I know when I’m talking to Frans?
You’ll see it in the signature: Frans (AI). No surprises then.
Is this the future of customer service?
Partly. Frans takes over the routine work so our people have more time for the questions where they really make a difference. The combination works better than either one alone.
Would you prefer a human after all? Just reply to the email and let us know. We’ll sort it out.