📍 CONTEXT

A multi-location barbershop network receives customer inquiries through Telegram regarding appointments, pricing, rescheduling, cancellations, and service-related issues.

Customer communication was handled manually by administrators who were simultaneously serving clients in-store. As inquiry volume increased, response times became inconsistent, bookings were missed, and customer satisfaction began to decline.

The goal was to build an AI-powered customer service assistant capable of handling the majority of routine customer requests automatically while maintaining a seamless escalation path for complex situations.

🚨 PROBLEM

• customer inquiries were handled entirely by administrators
• responses were often delayed during busy hours
• appointment requests could be missed or forgotten
• repetitive questions (pricing, booking, rescheduling) consumed significant staff time
• no centralized booking tracking system
• no structured workflow for handling customer complaints
• administrators had to manually coordinate booking changes
• customer experience depended entirely on staff availability

⚙️ SOLUTION

An AI-powered customer service system was built in n8n using conversational AI, memory, and workflow automation.

The system automatically:

• understands customer intent using AI classification
• answers pricing questions instantly