Distribution / Wholesale
AI Assistant on LINE for Distributor Counter and Telesales Teams
The Phak AI counter and telesales assistant on LINE helps sales teams who handle calls and chats from shops all day. Staff ask in their team LINE group and get the matching part number, the catalog page, and interchangeable items. It starts with internal teams, with a senior staffer validating answers, before it extends to shops and dealers.
A shop asks which front wheel bearing fits a 2015 Model X. Is there another brand that replaces it?
The matching code is BRG-1234 from Brand A. The cross-reference table lists Brand B code B-5678 as a replacement.
Source: Brand A catalog, page 12 · Bearing cross-reference tableChecked and correct. Go ahead and tell the shop.
Where counter and telesales work gets stuck
Calls and chats at the same time
Shops call and message on LINE at once. Most questions repeat: in stock? fits this model?
Opening several PDFs mid-call
While the customer waits, staff search catalogs from several brands plus price and stock files.
Turning to ask a senior
Old models and replacements wait until a senior staffer is free, which interrupts their work too.
Different people, different answers
Shifts and branches use different file versions, so shops get inconsistent answers.
How the LINE assistant for counter teams works
Start in the team LINE group you already use. No new software to install.
Connected to the catalog library
The assistant answers from catalogs, cross-reference tables, and price and stock files loaded into the central knowledge base.
Staff ask while they work
Counter or telesales staff type a short question the way the customer said it, and get an answer with its source in the same chat.
Seniors check when needed
A senior staffer validates answers, and out-of-scope questions are handed to a person.
Extend to shops and dealers
Extend to LINE OA so shops can ask product questions themselves. Stock answers come from the files or systems your organization connects.
A day for the counter team with the LINE assistant
A shop asks about an old model he has never seen. He asks the assistant, gets the code with its catalog page, and has a senior check before replying.
Mid-call, she asks whether the requested code is out of stock and which brand can replace it, and has the answer before hanging up.
At a shop upcountry, he asks on LINE how the new model's specs compare with the old one and explains it on the spot.
Questions counter and telesales staff can ask
Scope of the counter and telesales assistant on LINE
What Phak AI does
- Phak AI helps sales staff answer part numbers and replacements, with sources cited
- Phak AI works in team LINE groups, LINE OA, and on the web
- Phak AI hands uncertain questions to a senior staffer
- Phak AI logs every question to show which knowledge is missing
What it does not do
- Does not talk to shops in place of the sales team from day one. It starts with internal teams
- Does not take orders or enter them into the ERP without a person checking
- Does not answer beyond the information your organization approved in the library
Frequently asked questions
Do we need a new LINE OA?
No. Start in your existing team LINE group. When you are ready for shops or dealers to ask directly, extend to your organization's LINE OA. See the LINE assistant for details.
If the assistant is wrong, will shops get wrong information?
You can set the assistant to answer internal staff only, not shops directly. Your team decides before replying to customers, and every answer cites its source so it can be checked.
Can new hires use it instead of asking seniors?
It reduces repeat questions, and a senior staffer validates answers. Questions the assistant cannot answer are handed off and used to fill the library.
Read next
Distribution / Wholesale
Find parts, cross-reference codes across catalogs, and ask about price and stock for sales teams and counters.
Read more →LINE Q&A Assistant
Answers LINE questions from your organization's knowledge. If unsure, it hands off to staff.
Read more →Catalog cross-reference
Every brand's catalog and cross-reference table in one place. Search across all of them, with pages cited.
Read more →Self-service documents
Technical documents organized by code and lot, so customers pull the latest version themselves.
Read more →Talk to the Phak AI team
Tell us about your business. The Phak AI team will show you the systems that fit and plan the rollout with you, without replacing what you have.