AI Application
An AI chatbot for LINE OA that answers B2B questions from your organization's knowledge
The LINE Q&A Assistant is an AI assistant for LINE OA, built for B2B businesses. It answers questions from your team and customers using your organization's knowledge base, not canned replies. It works on LINE OA, team LINE groups and the web. If a question is out of scope or the assistant is not sure, it does not guess. It hands the question to a staff member.
This code is out of stock. Which model in stock can replace it?
There are replacement models in the cross-reference sheet. The sales team will check the list before we confirm.
Source: Product cross-reference sheetChecked. I'll confirm with the customer.
What do B2B businesses face in LINE chats every day?
The same questions all day
Is it in stock, what is the price, does it fit this model, what documents are needed. Questions like these eat the sales team's and admins' day.
Answers need real knowledge
B2B customers ask in depth about specs, replacement models and terms. An auto-reply bot with preset answers cannot handle that.
Everyone answers differently
Knowledge sits in senior staff's heads and in several sets of files, so answers vary by person or branch.
Chats get dropped when people are busy
Outside office hours or on busy days, customers wait a long time, and some chats get no answer at all.
How does an AI assistant for LINE OA work?
Start by helping the internal team. Once the answers are stable, extend it to customers.
Connect to the central knowledge base
The assistant pulls answers from catalogs, price tables, checklists and policies your organization has approved in the knowledge base.
Open it to the internal team first
Sales, counter staff or on-site teams ask through the team's LINE group. An answer approver on your side keeps checking.
Answer with sources
Every answer cites the source document, so the team can trace where the information came from.
Out of scope goes to a person
If a question is not in the knowledge base or the assistant is not sure, it does not guess. It hands the question to the staff member responsible.
Extend to your customer-facing LINE OA
Once your organization has its LINE OA open and is ready, extend it so customers can ask directly, with the same limits on what it can answer.
Example questions you can ask the assistant on LINE
What the assistant on LINE does and does not do
What Phak AI does
- Phak AI helps answer questions from knowledge your organization has approved, citing the source.
- Phak AI works on LINE OA, team LINE groups and the web.
- Phak AI helps sales and on-site teams ask about prices, specs and stock from Excel files loaded into the knowledge base.
- Phak AI helps hand off out-of-scope questions to staff.
- Phak AI helps log every question to show which knowledge is still missing.
What it does not do
- It does not guess an answer when the information is not in the knowledge base.
- It does not decide special prices or credit, or approve anything in place of staff.
- It does not enter orders into your ERP on its own without a person checking.
- It is not a unified inbox for multiple chat channels. That sits in the MarTech group.
What do you need to prepare before opening the assistant on LINE?
- Your organization's LINE OA, or the team LINE group that will use it
- The latest catalogs and product documents
- Price tables, stock or code cross-reference tables in Excel or CSV format
- Document checklists, policies and terms your organization approves for answering
- A list of real questions that come up often
- An answer approver, and the staff members who take over when the assistant hands off
Frequently asked questions
How is this different from LINE OA's built-in auto-reply?
Auto-reply uses preset answers matched to keywords. Phak AI's assistant reads the question and finds the answer in your organization's knowledge base. It can handle questions about specs or terms, and it cites where the answer came from.
What happens if the AI cannot answer or is not sure?
The assistant does not guess. It hands the question to the staff member responsible. Questions it cannot answer also show where your organization should add knowledge to the knowledge base.
Should we open it to customers right away, or start with the internal team?
We recommend starting with the internal team, with an answer approver checking. Once the answers are stable, extend it to your customer-facing LINE OA. That way, what reaches customers has already been reviewed by people.
Is the data in chats secure?
The system runs on a dedicated server for each organization, so your data is not mixed with anyone else's. It is not used to train AI models. Permissions follow roles, and every question is logged.
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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.