What is the role of our AI assistant Kai?

At the end of last year, we introduced Kai: our AI assistant for providing fast(er) answers to your Florisoft-related questions. In practice, we see that users respond differently to this development. Some use Kai daily, while others still have questions about how it works or what Kai’s role is. In this item, we explain the development of Kai in more detail.

Why did we develop Kai?

Many of the questions that come into our support department are about the use of screens, settings, or processes within Florisoft. These are questions where you, as a user, often want a quick answer so you can continue your work. That is why Kai was developed: to help users more quickly with functional user-related questions.

Kai and Support

Kai is intended as additional support, not a replacement for our support department. Complex, sensitive, or situation-specific questions will always be handled by our support staff, just as you are used to. The same applies to questions that Kai cannot answer.

Kai can help you with

Better understanding functionalities
Gaining insight into what specific settings do
Correctly setting up or optimizing processes
Interpreting screens or error messages
Solving problems based on real-life practical experience

Not a replacement, but an additional layer of knowledge on top of our support experience

How does Kai work in practice?

Very simple: Where your question or issue would previously automatically enter the support ticket system and be handled in order, Kai is now positioned in between. Based on your question, Kai searches through thousands of previously resolved support tickets. When Kai is at least 92% confident that the answer has previously solved a similar issue, your question is answered immediately and the ticket is closed.

What if Kai doesn’t have an (immediate) answer?

If Kai cannot answer your question or is unsure, your question or issue will be handled by a support employee as usual. This also signals to the support staff that it concerns a less common or more complex situation, allowing them to take appropriate next steps more quickly.

What if Kai gives the wrong answer?

An incorrect answer is often the result of an unclear or overly general description of your question or issue. As mentioned, Kai only responds when at least 92% confident. Therefore, it is important that your description is not too general or open to multiple interpretations. If the answer is incorrect, you can indicate this by replying to the email. Your ticket will then be forwarded to the support department.

Why does Florisoft use a credit system?

Because using Kai involves costs and we want to keep the service available for everyone, we use a credit system. More information about the credit system and your monthly service credits can be found here.

How do I ask Kai a question?

The way you formulate your question or problem has a significant impact on the quality of the answer. On this page, you will find more information about the channels where Kai is available, the option to send attachments, and tips for optimizing your question: the more specifically your question is described, the better Kai can assist you.

*Click on the image for a better view.

What benefits does Kai offer?

Immediate/faster answers
When Kai knows the answer, you receive it instantly.

Available 24/7
Regardless of your working hours or the time zone you are in, you can use Kai 24/7.

Based on thousands of practical solutions
Kai is trained on thousands of previously resolved support tickets. This gives it exceptionally broad knowledge of Florisoft and enables it to provide the correct answer in many cases—often faster and more complete than asking multiple people.

Knowledge base
You can consult Kai 24/7 about how specific settings or processes work within Florisoft, allowing you to work more independently with the software.

Recognition of exceptions
When Kai does not know the answer, this signals to support staff that the situation is less common or more complex, allowing appropriate action.

Lower cost than consultancy
Kai can assist with setting up and optimizing your system, making it a more efficient and cost-effective solution than consultancy.

Reduced back-and-forth communication
If your question or issue is not entirely clear, Kai will indicate this. At the same time, it will provide a well-founded estimate along with possible solutions.

Kai helps you in the daily use of Florisoft with fast and practical answers

Further development of Kai

We are continuously working on optimizing Kai. The system is designed so that adjustments can be implemented quickly—if necessary, even multiple times a day. This is done in situations where:

An answer is unclear
Terms are not properly distinguished
A solution can be explained better

Based on this, Kai is immediately improved. The goal remains the same: reliable and practical answers that align with the daily use of Florisoft.
For the future, we are exploring how Kai can provide even more proactive support, for example by better identifying missing information or suggesting logical next steps.

Contact

Might be interesting?