City Island Stables AI Customer Support System

Presentation Summary for Marcy

System Overview

Sophie AI - Comprehensive customer support solution providing 24/7 automated assistance across multiple channels:

• Phone calls (pending SMS capability approval)

• Website chat integration

• Email support through info@nychorse.com

Core Capabilities

Automated Booking Management:

• Instantly sends targeted booking links based on service requests

• Integrates with real-time availability checking

• Supports all service types: First-time lessons, private/group trail rides, private lessons

• Automatically includes safety requirements, waivers, and preparation information

Booking Support & Lookup:

• Retrieves existing bookings using phone number or email

• Shows upcoming appointments and recent booking history

• Handles forgotten booking inquiries without staff intervention

Smart Escalation System:

• Automatic escalation for complaints, refunds, and high-ticket items (boarding)

• Staff alerts sent to business email with conversation summary

• Customer CC'd on escalation emails for transparency

• Only alerts staff when human intervention is truly necessary

Technical Integration

• Google Workspace integration with professional business email

• Knowledge base containing answers to frequently asked questions

• Real-time availability checking and booking coordination

• Professional email templates with branded styling

Business Impact

• Captures 100% of inquiries - zero missed opportunities

• Reduces staff workload - only handles complex/high-value situations

• Immediate response time - customers get instant assistance

• Professional experience - consistent, knowledgeable service 24/7

Current Status

• All systems operational except SMS texting (pending government approval)

• Email and phone capabilities fully functional

• Ready for immediate deployment

Thank you, Marcy, for your time reviewing this presentation. The system is designed to significantly enhance customer experience while streamlining operations for City Island Stables.