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 employee. 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 response. Fast, clear, and without keeping you waiting (for long).
Can Frans do everything?
No. And Frans knows that too, just like we do.
Some questions are too specific, too sensitive, or simply require a human judgment. In those cases, your ticket is automatically forwarded to one of our employees. No notification, no hassle, it just happens.
There is also 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.
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 just one or the other alone.
Prefer a human anyway? Just reply to the email and let us know. We’ll take care of it.