01
Why does AI customer service keep missing the point?
The technical reasons behind hallucination, and how RAG fixes it. 8-min read.
Read the full article →
01.5
In-house Product · AI Colleague
General AI knows the whole world,
but it doesn't know your company.
Open any off-the-shelf AI support bot and ask, "What's your return process?"— it will make up an answer that sounds reasonable, butit isn't your company's actual process; it's just the statistically most likely reply.
Our AI works differently. We take your website, product manuals, SOPs, support logs, and past FAQs, and read all of it into a custom knowledge base,training an AI that knows only your company。
It doesn't know everything in the universe. It knows your business.
Generic AI support
Customer
What's the difference between your Plan A and Plan B?
AI
Thank you for your inquiry. Generally speaking, Plan A and Plan B differ in features, pricing, and intended users. We recommend checking the plans page on our website or contacting customer service for details…
Your AI colleague
Customer
What's the difference between your Plan A and Plan B?
AI
Plan A is NT$1,200 per month, ideal for small brands with under 3,000 interactions a month.
Plan B is NT$3,500 per month and adds member segmentation, scheduled broadcasts, and API integration. I see you asked about CRM integration earlier—Plan B is probably the better fit. Would you like me to book a demo for you?
Plan B is NT$3,500 per month and adds member segmentation, scheduled broadcasts, and API integration. I see you asked about CRM integration earlier—Plan B is probably the better fit. Would you like me to book a demo for you?
i.
It has read every word you've written
Your website, product descriptions, internal SOPs, and past support conversations all go into a vector knowledge base. Ask it "What's the difference between our Plan A and Plan B?" and it can answer,because it has read them. It's not AI improvising; it answers based on the real material you provided.
ii.
It talks like someone from your company
No bland, play-it-safe AI pleasantries. We design a distinct tone, vocabulary, stance, and even list of taboos for every client. Replies that read like you wrote them yourself, not a template。
iii.
It gets more accurate over time, but it doesn't grow on its own
Answers handled by a human can be reviewed and added back to the knowledge base, so it can answer them next time. That only happens when someone maintains it; it isn't automatic— so we write into the contract who maintains the knowledge base and how often, rather than promising it'll know more than a new hire a year from now.
iv.
It works across every channel
LINE, Telegram, website chat, email: the same AI on duty everywhere, with one knowledge base and one personality. Customers never get conflicting answers on different channels.
v.
It won't make things up
When it's unsure, it says "I'll need to bring in a person to help with this," instead of inventing an answer that sounds reasonable but is wrong— the single biggest problem with most AI support bots on the market, and where brand trust starts to collapse.
We come from advertising and game development,
so we know a single sentence can ruin a brand.
That's why our AI isn't an all-purpose assistant.
It's a professional colleague focused solely on your brand。
No competitor stands in all four of these positions at once.
Don't take our word for it.Ask it a few questions yourself
Xiao Ai will pop up in the bottom-right corner. Click to start chatting. The scenarios below cover the skills an AI colleague we build for clients should have.
Click any question below Try this onei.
How much does a TVC cost?
See RAGpull the exact price range from the knowledge base(NT$500K–1.5M), then naturally follow up with "Shall we set up a brief?" to guide conversion.
ii.
We want a brand film, budget NT$800K, starting next month
See Xiao Ai detectthree hot-lead signals: "wants to work together + budget + timeline", then show a "Fill out the inquiry form" button for a direct handoff.
iii.
Do you do NFTs?
See Xiao Aihonestly say "I'm not sure"instead of inventing a plausible-sounding answer. That's the most common bug in AI support bots on the market, and it doesn't make it.
iv.
Do you guys do TVC ads?
Seelanguage detection: type in English and Xiao Ai switches to English. Chinese, English, and Japanese all run on the same knowledge base.
v.
Just click "Talk to a person" (top-right of the chat window)
Instant human handoff: one click sends the conversation and a summary to Satsuma's Telegram group, and a team member will contact you within 24 hours. Anything you type in the chat window afterward reaches them in real time.
vi.
Ask what games Satsuma has made
Seecitationsin action: below the answer, Xiao Ai lists which knowledge entries it drew on, so you can see it really has read them.
No website?LINE works too
Not every business needs a website. Putting an AI colleague on a LINE business account works the same as putting it on a website.
And even if you have a website, if your customers all reach you on LINE—reservations, quotes, bookings, support— LINE is your real front desk。
Real case · 2026
Minus eBike — e-bike rentals
They have a website, but almost every visitor comes in through LINE —asking about bikes, booking time slots, paying, and confirming, all inside the LINE chat. The website is just for people who haven't added them on LINE to get a feel for the brand; LINE is the real front desk.
i.
Visitor adds the LINE account → the AI assistant greets them directly,bike models, rental rates, available slots, deposits, insurance, opening hours all answered instantly
ii.
Wants to book → the AI guides the visitor to leave their name, phone number, preferred date, and bike model; the system creates a booking automatically
iii.
Questions the AI can't answer → automatically pushed as a Telegram alert to the owner, who replies directly in Telegram, and the message goes back to the visitor in the LINE chat
iv.
Once the owner reviews the booking request → one click in the dashboard upgrades it to booking confirmed, and LINE automatically sends the visitor a confirmation
From the visitor's side: the whole experience happens in the LINE chat, with no need to switch to a browser.
From the owner's side: a dashboard to
/admin/ view orders, update statuses, and review KB gaps.
Running in production, 24 hours a day— Minus eBike ↗
▍ The fastest way is to scan it yourself
Add Minus on LINE and try the AI colleague
Scan the QR code with your phone camera → add as a friend → just ask "
有什麼車?租一天多少?"—unlike the demo you've seen, this is aLINE account running a real business, not a sandbox.Who is this setup for?
- Shops and service businesses(beauty, fitness, F&B, appointment-based services): your customers already reach you on LINE
- Single-product / single-service studios: you don't need a big website, just an assistant that answers questions 24/7
- Website upkeep is too costly or updates are a hassle: updating LINE messages is far faster than editing web pages
- Customers aged 35+: LINE feels more intuitive to them than a website
SaaS orcolleague?
We're not arguing about who has better features; we're acknowledging that we and typical AI support SaaS are two different models. You'll see which side you belong on.
| Dimension | Typical AI support SaaS | Satsuma AI Colleague |
|---|---|---|
| Business model | Software subscription | Custom creative service |
| Best for | Generic, standardized companies | Mid-sized brands with a distinct personality |
| Setup | You upload your own FAQs | We interview you and build the knowledge base |
| AI source | Packaged general-purpose LLM | Dedicated vector knowledge base |
| When it doesn't know | Usually makes things up | Says "I'll bring in a person to help" |
| Traceable answers | ❌ | ✅ Cited sources |
| Long-term growth | Stuck at day-one level | More accurate over time with maintenance |
| Marketing integration | You integrate it yourself | Marketing is what we already do |
| Starting price | From NT$3,000/month | Setup from NT$50,000 Maintenance NT$1,000–3,000/month, optional, no lock-in |
| Buying mindset | "Install a tool" | "Hire a colleague" |
Pricing
An AI colleague on LINE is our LINE AI customer service. One starting price; scope is quoted after the brief.
LINE AI customer service
From NT$50,000
Live in 3–5 weeks
- Website integration + LINE Official Account setup
- Rich Menu
- Knowledge base setup, with traceable sources for every answer
- Human handoff, with the full conversation context
- Usage cap guardrails, so no surprise bills
- Maintenance NT$1,000–3,000/month, optional, no lock-in
Multi-channel (Instagram, Facebook, Telegram), multilingual, and CRM or system integrations are priced by scope · 30-minute brief is free
Further reading / Read More
8 perspectives and case studies on AI colleagues, AI customer service, RAG, and integrated marketing.
02
What is RAG? A plain-language explanation of how to keep AI from making things up
Vectors, chunking, retrieval, reranking—from principles to engineering pitfalls. 10-min read.
Read the full article →
03
AI customer service buyer's guide: SaaS vs. custom
Three anchor questions to help you decide which side to choose. 10-min read.
Read the full article →
04
Our first month running AI customer service on our own website: real data
Dashboard numbers from Xiao Ai's first month live on Satsuma's site, plus 3 unexpected lessons. 9-min read.
Read the full article →
05
Stop buying AI customer service SaaS: what you need is an AI colleague
5 structural problems with the SaaS model, and why they can't be fixed. 11-min read.
Read the full article →
06
The real cost of running an AI colleague
Three-tier plans, hidden costs, and ROI, all laid out. 12-min read.
Read the full article →
07
What goes wrong when you use ChatGPT as-is for customer service?
5 real cases plus a breakdown of the technical causes. 10-min read.
Read the full article →
08
Why are ad agencies getting into AI?
The natural next step for integrated marketing, and why the last mile of the funnel needs to be custom. 9-min read.
Read the full article →
What you need isn't another tool,
it's an AI colleague that belongs only to your company.
LLM integration
Custom knowledge base
Vector retrieval
LINE / Telegram / Web
Full-stack, built in-house