AI for customer service in New Zealand
Faster replies without losing the personal touch, or promising something the law won’t let you take back.
Where AI helps
- Same-day replies. JENA drafts a follow-up for each website enquiry, so nobody waits until Monday.
- Routine questions. Opening hours, delivery times, how to book. Drafted in your tone, approved by you.
- A chat bubble on your site. JENA can add a chat bubble to a landing page on your own domain that answers visitors.
- Inbox drafts. Replies to routine emails, waiting for you to check and send.
- Review replies. A thoughtful first draft for each review, good or bad.
Keep these with a person
- Complaints and anything a customer is upset about
- Refunds, repairs and replacements
- Anything about a customer’s rights or a guarantee
- Messages to someone who has asked for a person
Watch the promises
Under the Consumer Guarantees Act 1993, customers have rights a business can’t sign away, and the Fair Trading Act 1986 stops misleading statements. An AI reply that says “no refunds” or promises a delivery date you can’t meet is your business saying it. Read each reply before it goes, and look closely at any price, date or “guarantee”.
If your own software uses AI to rewrite replies, Gnomon compares the original with the AI version and flags a changed price, a moved date, a dropped “not” or a softened promise before the customer sees it.
Questions
Can AI answer my customers in New Zealand?
AI can draft replies to routine questions quickly. Keep a person checking each reply, and handle complaints, refunds and customer rights yourself.
Does consumer law apply to AI replies?
Yes. What an AI tool says on your behalf is your business speaking, so the Fair Trading Act 1986 and the Consumer Guarantees Act 1993 apply.
Can JENA reply to website enquiries?
JENA drafts a quick follow-up for each website enquiry, and you approve it before it is sent.
Reply faster, still sound like you.
JENA drafts the replies and waits for your yes. Free for 7 days.