> For the complete documentation index, see [llms.txt](https://docs.athenachat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.athenachat.ai/documentation/documentation-en/use-cases/klientskii-servis.md).

# Customer service

24/7 consultations across all channels

The agent answers questions about products and services, accepts requests, and keeps all conversations in one window — website, messengers, social networks.

Source on the website: [Customer service](https://athenachat.ai/ru/use-cases/customer-service/).

## What it solves

* Customers wait for hours, there is no service at night.
* The same questions about price, order, and return.
* [Dialogs](/documentation/documentation-en/features/dialogs.md) are spread across channels, there is no history, no statistics.

From [technical support](/documentation/documentation-en/use-cases/tehpodderzhka.md) this scenario differs in focus: not a ticket and instructions, but a consultation and a request. From [sales](/documentation/documentation-en/use-cases/prodazhi.md) — not necessarily to get them to pay.

## How it works

1. Receives the inquiry in any [channel](/documentation/documentation-en/channels.md), identifies the topic.
2. Looks for the answer in [knowledge base](/documentation/documentation-en/features/knowledge-base.md): documents, instructions, service descriptions.
3. Consults, helps to submit a request or make an appointment.
4. Passes the complex case to an operator with full history.

## What to configure

| In the dashboard                                                             | Why                                          |
| ---------------------------------------------------------------------------- | -------------------------------------------- |
| [General](/documentation/documentation-en/features/agent-setup/general.md)   | Role of the consultant and the dialogue task |
| [Knowledge base](/documentation/documentation-en/features/knowledge-base.md) | FAQ, product description                     |
| [Dialogs](/documentation/documentation-en/features/dialogs.md)               | Single window for all channels               |
| [Triggers](/documentation/documentation-en/features/agent-setup/triggers.md) | Escalation to a human                        |

**Example task:** “Answer the customer's question using the knowledge base. If you need to submit a request, collect contact details. Pass the complex case to an operator.”


---

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