It is the highest-volume repetitive work in most Hong Kong businesses, it has a clear success metric (first response time and resolution rate), and customers notice the improvement immediately. It is also the safest place to start, because a human can always take over.
| Channel | What customers expect | What to automate |
|---|---|---|
| An answer within seconds, any hour | FAQ replies, booking links, order status, human handover | |
| Instagram / Facebook DM | Instant reply, casual tone | Product questions, price ranges, redirect to WhatsApp |
| Website chat | Fast answers while browsing | FAQ, pricing guidance, demo booking |
| Phone | A human, or a competent assistant | Out-of-hours triage, callback capture |
Do not launch on four channels at once. Two is plenty for a pilot — usually WhatsApp plus one social channel.
The fastest way to lose trust is an agent that confidently gives a wrong answer to a sensitive question. Define the handover explicitly: the agent recognises the intent, tells the customer a colleague will follow up, and passes the full transcript with a summary. Staff should never have to ask the customer to repeat themselves.
| Metric | Target to aim for |
|---|---|
| First response time | Under 30 seconds during business hours, and immediate after hours |
| Resolved without a human | 50–70% for FAQ-heavy businesses in the first month |
| Escalation accuracy | No sensitive case answered without review |
| Customer sentiment | No rise in complaints; ideally a drop |
| Staff time saved | Measured in hours per week, not in “feel” |
| Week | Action |
|---|---|
| 1 | Collect FAQ, policies and price list; record the baseline metrics |
| 2 | Install the platform, build the knowledge base, configure tone and escalation |
| 3 | Run in supervised mode (agent drafts, a human approves) |
| 4 | Switch to automatic for low-risk intents; review transcripts daily |
MOKAGI: one-off HK$5,000 platform setup including the first knowledge base, usage at HK$68 per million tokens, and AI customer-service agents from HK$299 per month. Because it is self-hosted, customer data stays in your own environment rather than a vendor’s cloud.
About four weeks: one week to prepare knowledge and baseline metrics, one to configure, one supervised, and one in automatic mode for low-risk intents.
Only if you let it. Define escalation rules for complaints, refunds and professional advice, and require human review for sensitive replies.
Yes — that is one of the main benefits. The agent answers immediately and hands anything complex to staff in the morning with the transcript attached.
Self-hosting keeps customer data in your own environment, which helps; you still need purpose limitation, a retention period, an audit trail and human review for sensitive cases.
MOKAGI AI customer service starts at HK$299 per month, plus usage at HK$68 per million tokens and a one-off HK$5,000 setup.
Want to know how MOKAGI fits your business, need a quote, or book a demo? Reach us any of the ways below — we usually reply within one business day.