Product Overview

Product Overview

Fiko.AI Communication Flow Overview

Fiko.AI system is designed to streamline and enhance how businesses manage multilingual customer conversations across multiple messaging platforms. The flow is divided into two key perspectives: Customer Flow and Company Flow, working together to create a seamless and efficient communication loop.

Customer Flow (Inbound to Company)
  1. Message Entry Points
    Customers from various platforms — including WhatsApp, LINE, Telegram, Zalo, and Live Chat Widgets — send messages in their native language.
  2. Language Processing & Centralization
    If the message fits predefined automation rules, Fiko.AI generates a rule-based AI response.
    If not, the message is sent to a moderator layer to determine whether the AI should respond or escalate to a human agent (Customer Support).
    Responses handled by the AI are logged and used for machine learning to improve future interactions.
  3. Response Delivery
    Approved replies are sent back to the customer, routed through the original channel (e.g., WhatsApp, LINE), and translated back to the customer’s language to maintain clarity and personalization.
Company Flow (Outbound to Customer)
  1. Message Notification
    The company receives translated messages and is notified through its internal system. Customer Support (CS) agents are alerted for manual handling if necessary.
  2. Manual Agent Response
    If the conversation requires human input, CS agents craft responses directly. These are then processed through Fiko.AI for:
    🞄 Translation back to the customer's language.
    🞄 Delivery through the appropriate messaging platform.
  3. Unified Experience Across Channels
    Customers receive replies on the same platform they initiated contact from, with accurate translation and a natural conversational flow.

Key Features

Multilingual Communication

Fiko.AI bridges language gaps by automatically translating messages between customers and support teams. This enables businesses to serve global audiences without hiring multilingual staff.

AI + Human Collaboration

The platform combines intelligent automation with live agent support. AI handles routine interactions, while human agents step in for complex or sensitive cases, ensuring balanced and accurate communication.

Smart Moderation Layer

A built-in moderator decision point ensures AI responses are context-appropriate. If AI is unsure, the message is escalated to a human or revised for future learning—enhancing the system’s reliability.

Channel Agnostic

Fiko.AI supports popular messaging platforms such as WhatsApp, LINE, Telegram, Zalo, and live chat widgets. This allows businesses to meet customers wherever they are without platform fragmentation.

Continuous Learning

Every interaction trains the AI to improve its accuracy and tone. By learning from both successful responses and agent interventions, Fiko.AI evolves to deliver better conversations over time.

Real-Time Synchronization

All message activity—whether initiated by customers or agents—is synced instantly across the system. This ensures teams have a live view of conversations, reducing duplicate replies, delays, or confusion.

Summary

This flow ensures that every message from customers — regardless of language or platform — is captured, understood, and addressed in the most efficient and intelligent way possible. By centralizing communication and combining AI with human support, Fiko.AI helps businesses scale their customer engagement without compromising on quality or personalization.

Fiko.AI

Centralizes multi-channel messaging and enhances every interaction through AI-driven features tailored for operational efficiency and customer engagement.


Product Developed by Sky Luck Technologies Pte. Ltd.

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