PandaChat

PandaChat builds and runs a digital twin of a client’s e-commerce support operation. It is designed for mid-market e-commerce teams that want to automate customer support while keeping human oversight and control. The twin mirrors the customer service process, its knowledge, its systems, and the rules that govern how it should respond. The company operates the twin in Slovenian time zones and aligns it with the client’s language and stack, so responses reflect the client’s brand voice and policies.

The PandaChat framework maps a client’s tickets, team, policies, and systems, then builds a twin that can operate alongside existing helpdesk software. It starts by learning from real questions and the client’s stack, then tests the twin on real questions before any live customer interaction. A morning briefing and control room are used to keep human oversight involved in daily operations.

The twin is designed to be configurable around what moves money, with escalation rules, approval workflows, and checks that ensure quality. It uses a running list of missing items to guide updates and keeps control in human hands, rather than fully replacing agents. It reports monthly value and aligns with a client’s CFO expectations.

Use cases

• Automating order status, delivery, changes, refunds, and invoices