How AI Can Transform the Customer Journey — From Social to CRM

Meet Sierra. She’s in the market for an off-road motorbike, so she messages the Facebook page of Yazuma Moto (a fictional brand).

An AI technical sales agent greets her with a simple but revealing question:

“What’s your riding style — weekend trails, daily commute, or adventure touring?”

Based on her answer, the agent sends a product card with the perfect bike, complete with an image and a friendly nudge:

“Tap to learn more.”

A Seamless Conversation Across Channels

Sierra clicks through to the website. The same AI continues the conversation — no reset, no repeats — painting a vivid picture of what it’s like to carve dirt through the Flinders Ranges. It answers her real questions about range, maintenance, accessories, and finance options.

Then it offers:

“Want me to book a test ride at your nearest dealer this Saturday?”

Sierra picks a time. Instantly, the dealer receives the lead, the CRM updates automatically, and confirmations go out.

No Hand-Offs, No Gaps

This is AI customer service that uses your channels and integrates directly into your business processes — from social to site to dealer network to CRM — ensuring nothing slips through the cracks.

Beyond Traditional Contact Centres

AI customer service shouldn’t start and stop at your website or contact centre. It should:

• Meet customers where they are (social, web, in-app)

• Carry context across channels so customers don’t repeat themselves

• Close the loop inside existing processes so your team stays aligned

The Airgentic Vision

This is exactly what we’re building at Airgentic: an AI contact centre that doesn’t just deflect tickets — it creates demand and drives bookings by working with the systems you already trust.

If you have a dealer network or offer complex products or services with lots of questions, this approach can help you deliver a frictionless, end-to-end customer journey.