Can the agent switch between Vietnamese and English?

Yes — the agent detects the customer's language from their first message and responds in kind. It handles Vietnamese, English, and can be configured for other languages if your customer base requires it.

How do you prevent the agent from making things up or giving wrong answers?

We use a RAG (Retrieval-Augmented Generation) architecture: the agent only answers from your verified knowledge base, not from general internet knowledge. When a question falls outside the knowledge base, it says so and escalates to a human — rather than guessing.

Can the agent process orders or payments?

The agent can guide customers through a purchase decision and collect order intent, but payment processing requires integration with your order management system. We can build that integration; the scope and cost depend on your existing system.

What happens when the agent can't answer?

It tells the customer honestly that it's connecting them with a team member, and sends the full conversation to your staff via a notification channel (email, Slack, or Zalo). The customer never hits a dead end.

Does this work with Zalo OA?

Yes. Zalo OA is one of the primary channels we deploy to for Vietnamese businesses. We handle the API integration, OA setup, and message template approval process.

How is this different from the basic chatbot builders (ManyChat, Tidio, etc.)?

Rule-based chatbots follow a decision tree — they break immediately when a customer says anything outside the expected flow. Our agents use large language models with your knowledge base, so they understand intent, handle variations in phrasing, and respond naturally to questions the rule tree never anticipated.

AI Agents & Chatbots

AI agents that talk to your customers on Facebook, Zalo, Instagram, and TikTok — like your best rep, around the clock.

We train an AI agent on your product catalog, your policies, and your brand voice — then deploy it simultaneously across every channel your customers use. It qualifies leads, answers questions, and escalates gracefully to a human when the conversation needs one.

See how it works

When ai agents & chatbots makes sense

These are the situations businesses describe when they first reach out.

Your customer service team is buried in repetitive DMs that ask the same ten questions.
Leads arrive after hours and go cold by the time someone follows up in the morning.
Your response time varies wildly depending on who's online — inconsistent experience, inconsistent conversions.
You want to be on Zalo, Facebook, Instagram, and TikTok Shop — but you don't have the headcount to staff all four.
You've tried a basic chatbot before and it frustrated customers more than it helped.

What we build

Multi-channel agent deployment

A single AI brain deployed simultaneously to Facebook Messenger, Zalo OA, Instagram DMs, and TikTok Shop chat. One knowledge base, one conversation history per customer, one brand voice — across all channels.

Product catalog training & knowledge base

We fine-tune or RAG-train the agent on your full product catalog, pricing, FAQs, return policies, and any other documents that define how you operate. It answers accurately about what you sell, at the level of your best sales rep.

Lead qualification & capture

The agent asks qualifying questions based on your sales process, captures contact details, and scores leads before routing them to your team. Warm, qualified leads only land in your sales inbox — cold inquiries handled automatically.

Human handoff with full context

When a conversation exceeds the agent's scope — complex complaints, negotiation, unusual requests — it escalates to a human agent with the full conversation history and a suggested response. The thread is never dropped.

Analytics dashboard

Volume by channel, resolution rate, escalation rate, top unanswered questions, and peak hours. You see exactly where the agent succeeds and where human coverage adds the most value.

Voice tone & persona fine-tuning

Brand personality mapped precisely into the agent: formal or conversational, Vietnamese-first or bilingual, concise or detailed. Customers don't feel like they're talking to a generic bot — they feel like they're talking to your brand.

Our stack

OpenAI GPT-4o and Anthropic Claude 3.5 Sonnet for reasoning, with model selection based on cost and latency requirements. LangChain for orchestration. RAG pipelines with Pinecone or Weaviate vector stores for knowledge retrieval. Facebook Graph API, Zalo OA API, Meta Business API, and TikTok Shop API for channel integrations. Supabase for conversation storage.

Case study

Multi-channel AI agent for [CLIENT_NAME]

A Vietnamese e-commerce brand selling across Facebook, Zalo, and Instagram was handling [METRIC] DMs per day with a team of three customer service staff. Response times averaged four hours during business hours and went unanswered overnight. L'inno built and trained a multi-channel AI agent on their full product catalog, sizing guides, shipping policies, and top 200 customer questions. After deployment, [METRIC]% of incoming DMs were handled fully automatically with an average response time under two minutes. The team now focuses on complex orders, returns, and VIP customers. Monthly DM volume grew as response time dropped — because customers who get fast answers buy faster.

Read the full case study

How we work

Discovery & channel audit (free, 2 hours)

We review your current DM volume, most common questions, response patterns, product catalog, and brand voice guidelines before proposing anything.

Knowledge base build & training (1–2 weeks)

We ingest your catalog, policies, and FAQs, build the retrieval system, and tune the agent's persona until it matches your brand.

Staged deployment (1–2 weeks per channel)

We launch on one channel first, monitor resolution rate and escalation patterns for one to two weeks, then expand to additional channels with refinements applied.

Monitor, retrain & refine

Weekly performance reviews for the first month, then monthly. As your catalog changes or new question patterns emerge, we update the knowledge base.

Frequently asked questions

Can the agent switch between Vietnamese and English?: Yes — the agent detects the customer's language from their first message and responds in kind. It handles Vietnamese, English, and can be configured for other languages if your customer base requires it.
How do you prevent the agent from making things up or giving wrong answers?: We use a RAG (Retrieval-Augmented Generation) architecture: the agent only answers from your verified knowledge base, not from general internet knowledge. When a question falls outside the knowledge base, it says so and escalates to a human — rather than guessing.
Can the agent process orders or payments?: The agent can guide customers through a purchase decision and collect order intent, but payment processing requires integration with your order management system. We can build that integration; the scope and cost depend on your existing system.
What happens when the agent can't answer?: It tells the customer honestly that it's connecting them with a team member, and sends the full conversation to your staff via a notification channel (email, Slack, or Zalo). The customer never hits a dead end.
Does this work with Zalo OA?: Yes. Zalo OA is one of the primary channels we deploy to for Vietnamese businesses. We handle the API integration, OA setup, and message template approval process.
How is this different from the basic chatbot builders (ManyChat, Tidio, etc.)?: Rule-based chatbots follow a decision tree — they break immediately when a customer says anything outside the expected flow. Our agents use large language models with your knowledge base, so they understand intent, handle variations in phrasing, and respond naturally to questions the rule tree never anticipated.

Ready to stop losing leads overnight?

Let's build your agent Send a message instead