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Drawn portrait of Sonja

AI specialist · from Kempten

Sonja

Everything after the sale

Warranty cases and complaints from assessment to reply, the repair route and the case file, replacements, reimbursement claims against the manufacturer.

Sonja is software. One human is accountable: Alexander Falk.

Discuss your process
Sonja as a drawn figure at a service workbench, inspecting a blender jar with a repair tag.
Sonja is software. The figure is drawn.

A proposal from Sonja

This is what a change looks like before it takes effect.

Before, after and the rule behind it. Only once you approve does Sonja write to your system.

Proposal from Sonjaawaiting your yes

Answer a warranty case once the serial number is checked

beforecase: lid leaking
status: open, no reply
aftercase: lid leaking
warranty: valid (serial number checked)
route: replacement seal, draft reply for approval

Example. Rule: Check warranty and serial number first, then reply. Nothing is written until you click “Approve”.

The process

How Sonja works

Works from: Your service inbox, your orders, your warranty terms and your customer service rulebook.

  1. Facts

    First the case, then the assessment. What the customer writes is a symptom, not a finding.

  2. Lookups

    Warranty, serial number and territory come from a reference base. Whatever cannot be determined goes to a human.

  3. Assessment

    The verdict follows from your rulebook, with a reference to the rule and a list of deviations.

  4. Draft reply

    The reply states the finding before the commitment, in the customer's language.

  5. You decide

    Approval

    Every reply goes out only after your approval, and every case gets a set end.

Result

What you have at the end

  • A case file with facts, assessment and rule reference
  • A ready-to-approve draft reply
  • The facts for a claim against the manufacturer

Tailoring

Tailored to your business

Sonja is not off-the-shelf software. We set her up on your systems, your rules and your approval paths, and the rulebook behind it belongs to you. Tailored, for example:

  • Your warranty and goodwill rules
  • Your service channels and review platforms
  • Who approves which cases
Discuss your process

The limit

What Sonja does not do

She does not decide a recall, she carries it out. And she does not advise before the purchase.

Character

How to recognise Sonja

  • Sound rather than pleasing
  • Listens to what actually happened
  • Conditional, and still warm
  • Brings things to a close
  • Thinks beyond the single case
  • Calm when it’s urgent

Works best with Felix. She always checks a warranty period with him.

Favourite line

“The unconditional version is the friendlier one, and the more expensive one.”

How Sonja greets you: “Please tell me what you observed. I’ll write down what you suspect next to it.”