Karina AI Support: 24/7 Service That Can Take Action
A company-trained support assistant that answers questions, recommends products, checks deliveries, creates orders and complaints, explains promotions, and hands over with full context.
Karina serves a large customer community across social and digital channels. Questions about products, promotions, orders, deliveries, and complaints arrive at every hour in Derja, French, and Arabic. Customers want useful answers without waiting for the team to reopen, and they do not want to repeat their story across several channels.
We created a separate AI support product that can help around the clock, connect to Karina's real business systems, and move a customer from question to resolution inside one conversation.
The business challenge
The support team was spending valuable time sorting a high volume of mixed messages. A customer could switch languages in the same sentence, send a product photo instead of a name, ask whether a promotion applies, or raise a sensitive complaint that should never receive a generic answer.
Karina needed more than a bot that recited frequently asked questions. It needed a service experience that could understand the request, use live business information, complete useful actions, and recognise when a person should take over.
The solution we built
We created an AI assistant shaped around the way Karina's customers actually communicate and the work they expect customer service to complete.
- It understands and responds naturally in Tunisian Derja, French, and Arabic.
- It answers questions using Karina's products, ingredients, routines, prices, availability, delivery policies, company details, and current promotions.
- It recommends relevant products and routines instead of returning a generic list.
- It checks order and delivery status using the customer's real information.
- It can create an order inside Karina's live order system once the customer confirms the products and delivery details.
- It records complaints with the information the team needs to act on them.
- It understands product and delivery photos when the customer cannot describe the issue in words.
- It brings in a team member for sensitive or uncertain conversations, with the history and reason for the handover already available.
Great customer-service AI does not just answer. It understands, acts, and knows when a person can help more.
Built around Karina, not a generic bot
The assistant is customised around Karina's catalogue, brand voice, policies, promotions, delivery process, and support rules. Its product information and prices stay connected to the commerce platform, so the answer reflects what the company is actually selling.
We also designed clear boundaries. Routine requests can be completed quickly, while frustrated customers, sensitive complaints, voice notes, and uncertain situations are passed to the team. A person can step in without asking the customer to start again.
The outcome
Karina's customers can get useful help at any hour in the channels and languages they already use. More requests can reach a resolution without waiting, whether the customer needs a recommendation, a delivery update, a new order, or a complaint recorded correctly.
The support team spends less time sorting routine conversations and receives clearer, better prepared handovers when human care matters. AI expands the service without removing the people who make that service trustworthy.
