FAQ about Agentic Assist: Billogram’s AI agent for billing and payments

Let's start by clearing up the fundamental question of what Agentic Assist actually is: an AI agent developed by us at Billogram, built specifically for invoice and payment-related interactions. It can answer customer questions, take action, and help reduce friction at some of the most crucial touchpoints in your customer journey.

As we've implemented Agentic Assist across companies in different industries, similar questions tend to come up during the process. Below, you'll find the answers to the most common ones, grouped by category. And if you have any other inquiries, don't hesitate to get in touch.

Common questions about Agentic Assist

Scope & capabilities

How is Agentic Assist different from a traditional chatbot?

Traditional chatbots are typically designed to answer predefined questions or guide customers to the right information. While helpful, they are often limited to scripted responses and lack the ability to take action or fully understand the context behind a customer's question.

Agentic Assist is different in both placement and capability. Built directly into Billogram's interactive invoice or payment link, it allows your customers to ask questions and get help right where the issue arises. Instead of just answering, it can also take action within the payment experience, based on your company's policies. For example, it can help explain a charge, guide the customer through different payment options, or handle requests like extending a due date.

This builds on earlier functionality where customers could contact support via the invoice, but without the wait. Agentic Assist provides immediate, context-aware, AI-powered assistance, grounded in the specific invoice, payment, and customer history.

To sum it up: Instead of redirecting customers elsewhere, Agentic Assist turns the invoice into a place where questions can be both understood and resolved directly.

What kinds of payment-related issues can Agentic Assist handle?

Agentic Assist is designed to handle the most common questions that arise around billing and payments, especially those that tend to drive high volumes in customer support.

This includes questions like why an amount has changed compared to a previous invoice, whether a payment has been received, or what happens if a customer is unable to pay on time.

Agentic Assist can also guide customers through available payment options, such as switching to direct debit, and explain how different payment methods work.

In many cases, it can also take action directly, for example by extending a due date in line with your policies.

Is Agentic Assist limited to payment-related questions, or can it handle other types of inquiries?

The scope is up to you. Agentic Assist is primarily designed to handle questions related to invoices and payments, where it has immediate context and access to relevant data. However, it can be configured to handle other types of inquiries as well. By providing it with additional information, such as FAQs or company-specific guidance, you can extend its knowledge base and capabilities beyond strictly payment-related topics.

And if a question falls outside of what you've set it up to handle, Agentic Assist will guide the customer to the appropriate support channel or suggest the next step.

Can Agentic Assist take action, or does it just provide answers?

Agentic Assist can do both. It's able to answer questions about invoices and payments, but it can also take certain actions directly within the payment experience.

For example, if a customer is unable to pay on time, Agentic Assist can extend the due date in line with your company's policies. It can also guide customers through actions such as switching payment methods or resolving issues related to their invoice.

Looking ahead, we're exploring additional capabilities such as proactive follow-ups, including reminders ahead of a due date or confirmations when a payment has been received. These are part of our roadmap for making the payment experience even more frictionless.

All actions are governed by the rules and policies you define, ensuring that Agentic Assist operates within clear boundaries.

What happens if Agentic Assist can't resolve a question?

If Agentic Assist is unable to resolve an issue, it will guide the customer to the next step and provide a smooth handover to your support team.

Depending on your chosen setup, this can include helping the customer get in touch with a human agent so that the conversation can continue without the customer having to start over.

Going forward, we're also looking at ways to make this handover even smoother, for example by automatically initiating a support case so that your team is notified with full context before following up.

Control & customization

Can Agentic Assist be customized to fit our workflows and policies?

Yes. Agentic Assist is designed to operate within the frameworks you define, and your Billogram team supports you throughout the setup.

Together, we configure the solution based on your policies and workflows, for example what actions it is allowed to take and under what conditions. You can also provide your own information, such as FAQs or internal guidelines, to shape how Agentic Assist responds to different types of questions.

Over time, we'll continue to work together to refine and develop the setup based on insights, changing needs, and new opportunities.

Can we control what actions Agentic Assist is allowed to take?

Yes. You define what Agentic Assist is allowed to do.

All actions are governed by your company's policies and rules, ensuring that the AI agent operates within clearly defined boundaries. This allows you to decide which actions should be handled automatically and which should require human involvement.

Can our support staff monitor and intervene in conversations handled by Agentic Assist?

Your team can review conversations handled by Agentic Assist, giving you visibility into what customers are asking and how the agent responds. This is useful for quality assurance, identifying knowledge gaps, and refining the setup over time.

However, Agentic Assist is not designed for real-time intervention, meaning your support staff cannot step into an ongoing conversation and take over mid-session. If Agentic Assist is unable to resolve a question, it will instead guide the customer towards human support through a clear handover.

Customer experience

When interacting with Agentic Assist, will our customers know it's an AI agent?

Yes. Agentic Assist is designed to be transparent in its role, so your customers will know when they are talking to an AI agent, and when (if needed) they're referred to a human team member to continue the conversation.

Can Agentic Assist communicate in different languages?

Yes. Agentic Assist is built on large language model technology with broad multilingual capabilities, and is not limited to a specific set of languages.

It detects the language used by the customer and replies accordingly. We have tested and verified the experience in English, Swedish, and German, and the underlying technology supports most major languages, making it possible to serve customers across different markets without additional configuration.

If multilingual support is important for your setup, we're happy to discuss and test additional languages together.

How can we make sure Agentic Assist maintains a tone of voice consistent with our brand?

Agentic Assist can be configured to reflect your preferred tone of voice.

By providing guidelines, examples, or FAQ content, you can shape how it communicates with your customers. This allows you to align the experience with your brand, while still benefiting from fast, automated responses.

Business impact & added value

What kind of business impact can we expect from implementing Agentic Assist?

By resolving large volumes of payment-related questions, Agentic Assist can significantly reduce your support team's workload while shortening response times for customers. This is especially valuable during peak periods, such as when invoices are sent out or around due dates.

After implementing Agentic Assist, companies have seen containment rates of around 75%. Containment rate is the share of customers who interact with the AI agent and have their question resolved without needing to contact human support. In practice, this means that a large share of invoice and payment-related inquiries are kept out of the human support queue.

Beyond the direct impact on your operational efficiency, Agentic Assist helps improve your customer experience. Providing instant support at crucial touchpoints such as the payment moment helps reduce friction and uncertainty that otherwise risk causing dissatisfaction or even churn.

How can Agentic Assist help us make our customer support more proactive?

Agentic Assist resolves incoming questions at the moment they arise, reducing the need for customers to reach out to your support team. It can also identify recurring patterns, for example if a customer reaches out multiple times with similar questions, and suggest actions like switching to a more suitable payment method to avoid the issue in the future.

As we continue to develop Agentic Assist, we're exploring additional proactive capabilities, such as automated reminders or confirmations that help prevent issues before they lead to new support requests.

What kind of data and insights does Agentic Assist generate?

Each interaction generates data on what customers are asking, when questions typically occur, and how they are resolved.

This data unlocks valuable and actionable insights, such as patterns in common questions, recurring points of confusion, and trends linked to specific points in the billing cycle.

How can we use insights from Agentic Assist to improve our payment flows?

The insights generated by customer interactions with Agentic Assist help you identify and address root causes behind your customers' questions, allowing you to continuously optimize your processes and communication related to billing and payments.

For example, if many customers ask about the same issue, you can improve the clarity and messaging of your invoice to prevent future support tickets. And if some payment options seem to cause more friction than others, you can actively nudge customers towards smoother alternatives.

Implementation & setup

Can we use Agentic Assist without implementing the full Billogram platform?

No. Agentic Assist is part of Billogram's platform and is designed to work within our payment and invoicing environment. Agentic Assist relies on access to invoice data, payment context, and your configured workflows, and is therefore not available as a standalone solution.

How complex is it to implement Agentic Assist?

Since Agentic Assist is part of Billogram's platform, no separate integration or technical setup is required. Your Billogram team helps you configure the agent based on your policies and communication guidelines, including tone of voice, what actions it's allowed to take, and what questions it should handle.

You can also add FAQ entries and instructions to shape the agent's knowledge and behavior, which Billogram can help you derive from your existing customer support center and FAQ pages. Before going live, you get access to a sandbox environment where you can test and refine the configuration until you're confident in the setup.

What internal resources are required on our side to get started with Agentic Assist?

Getting started primarily requires someone who understands your billing policies and how you want to communicate with your customers, to get the most accurate agent behaviour. This person works with your Billogram team to define how the agent should behave, what tone of voice to use, and what actions it's allowed to take. No technical or development resources are needed on your side. The configuration is handled within Billogram's platform, and your Billogram team supports you throughout the process.

Technology, security & compliance

What underlying AI technology does Agentic Assist rely on?

Agentic Assist is built on modern large language model (LLM) technology provided by Anthropic. This enables the agent to understand context and respond to customer questions in a natural and relevant way.

How does Agentic Assist handle customer data?

Agentic Assist operates within Billogram's platform and uses relevant invoice and payment data to provide context-aware responses.

Customer conversations are handled with care, and data is processed only to the extent needed to support the interaction, in line with regulations such as GDPR. Conversations are stored for a limited period, after which they are no longer retained in full. At the same time, aggregated insights such as patterns and classifications can be kept to help improve the overall experience.

This approach is part of our broader work with data protection and information security, supported by ISO 27001-certified processes across our platform.

Is Agentic Assist compliant with regulations such as GDPR?

Yes. Agentic Assist is designed to operate in line with applicable data protection regulations, including GDPR.

At Billogram, we work with established infrastructure providers and data processing agreements to ensure that customer data is handled in a compliant and responsible way.

This includes limiting how long conversational data is stored and ensuring that data is handled within controlled environments.

As an ISO 27001 certified company, we also ensure that information security is managed through established, audited processes across our platform.

How does Agentic Assist ensure secure handling of payment-related information?

Agentic Assist is built into Billogram's existing platform, which means it follows the same principles for secure handling of payment-related information.

As a  licensed Payment Service Provider (PSP), Billogram operates under strict regulatory and security requirements, ensuring that customer and payment data is handled in a compliant and controlled environment. Access to data is restricted, and Agentic Assist operates within defined boundaries, using only the information required to support the customer in the specific context of their invoice or payment.

This ensures that AI-driven interactions are handled with the same level of security and care as the rest of Billogram's payment infrastructure.

Pricing & commercial model

What does it cost to implement Agentic Assist?

Agentic Assist is priced at a low, fixed cost per conversation, designed to cover operational costs. For specific pricing details, contact your Billogram representative.

Are we charged per interaction our customers have with Agentic Assist?

Yes, at a low fixed cost per conversation, regardless of its length or complexity. This is a deliberate choice. Many AI providers use token-based pricing, where costs increase with longer or more complex conversations, creating an incentive for more usage. Our incentive is the opposite: as your payment platform, we'd rather the payment experience is so clear that customers don't need to ask in the first place. When they do, Agentic Assist is there. But the goal is always fewer questions, not more.

Curious about how Agentic Assist could improve your payment experience?

If your company is already using the Billogram platform, your main contact or our support team can help you explore next steps.

Not a Billogram customer yet? Book a meeting to learn more about how we can support your business.