Why does Celtic WebMerchant use AI for customer service?

You’re not just getting help from a computer—you’re actually benefiting from the combined knowledge of people with nearly 20 years of experience in the world of LARP and reenactment. Here’s how it works with us:

• The voice of the experts: We’ve written over 500 pages of detailed instructions for the AI, all based on the hands-on experience of the owners of Celtic WebMerchant. So when you interact with the AI, you’re actually reading answers and advice in our own words and tone.
• Expert product advice: All product recommendations and historical context are written by us, drawing from our expertise in living history. The AI simply matches your specific question to the right information from our extensive “handbook.”
• Focus on depth: In customer service, we notice that many questions are similar. By letting the AI handle these common questions, our team has more time to focus on complex issues and expanding our product range. This way, you get instant answers with the quality you expect from us.
• Always a backup: If the AI can’t help you further, your question will be immediately forwarded to one of our customer service team members.

Even this answer you’re reading now was personally written by us to explain how we use technology to improve our service—without losing the human expertise behind it.