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Security services · Customer experience
SHERIFF AI support. Balance and status in chat.
SHERIFF connected JediDesk AI so customers could check their balance and security status in chat, while operators handled more complex enquiries.
- Industry
- Security services
- Customers
- Homeowners and businesses
- Case focus
- Customer support
About the company
SHERIFF: security for homes and businesses
SHERIFF is a Ukrainian security group serving residential and commercial properties, including apartments, private homes, offices, warehouses and business premises.
Its services include monitored security, video surveillance and fire protection.
Official SHERIFF websiteThis case focuses on customer service after security is connected, plus initial consultations. It shows how customers can check an account, ask about property status or enquire about a new service in a familiar chat.
The SHERIFF challenge
Take repetitive service enquiries off the operators’ desks.
Customers kept asking the same questions: what is the account balance, is property protection active, and how can a new service be connected? Handling these enquiries manually took attention away from more complex situations.
The brief for JediDesk was to automate routine information requests, connect company data and establish human handoffs. The goal was more than a prepared FAQ: it was to help with each customer’s specific enquiry.
Automate balance and status enquiries
Give customers answers from SHERIFF data without a separate call to an operator.
Handle service enquiries across three channels
Make AI support available in Telegram, Viber and website chat, including outside the service team’s working hours.
Keep people involved where they are needed
Collect context for a new service and pass technical or unusual enquiries to the appropriate specialist.
How the customer journey changed
Before
- Contact an operator for balance and status information.
- Repetitive questions share the queue with complex enquiries.
- A consultation starts with manually collecting the context.
With JediDesk AI
- Check available information without a separate phone call.
- AI handles routine enquiries; operators step in when needed.
- Customer needs and request details pass to a manager.
What was implemented
An AI assistant connected to the SHERIFF system.
The assistant understands the request, queries the SHERIFF system through APIs and webhooks, and returns information to the same channel. When a person is needed, the context goes with the handoff.
The customer chooses a channel
JediDesk AIUnderstands the request and guides the conversation
An information-exchange diagram, not a security-control interface. Data access must follow the company’s identity-verification and authorization rules.
- 01
Message
The customer writes in Telegram, Viber or website chat.
- 02
Clarification
The assistant identifies the need and asks for relevant details.
- 03
System data
The integration returns information available for the request.
- 04
Answer or handoff
AI replies or routes the enquiry to the right specialist.
AI assistant visual map
How SHERIFF AI support handles an enquiry
A customer writes in a familiar channel, the assistant identifies the intent, checks permitted data and answers or hands the conversation to a specialist. Emergency situations remain outside the AI channel.
The customer experience
Four questions. One clear path.
Choose a situation to see where AI helps and where the team steps in.
Balance information without a phone call
The assistant clarifies the request and the identification details required. The SHERIFF integration returns the balance, and AI explains the response in chat.
No account number, phone number or actual amount is shown in this example.
I would like to check my account balance.
I can help. We need the details required to find your account under the service’s access rules.
Details provided.
Balance information has been received from the SHERIFF system.
Property status in a familiar chat
The customer asks whether protection is active. The assistant clarifies the property and returns the available system status, without guessing from the conversation.
Checking status does not mean AI can arm or disarm the security system.
Is my property under protection?
Let’s clarify the property details according to the service’s access rules.
Property details provided.
Status checked. In the case scenario, the system returned: protection active.
A consultation starts with the customer’s needs
AI gathers the basics: city, property type, area and requirements. A manager handles the tailored estimate and agreements.
No invented prices or cost promises before the property is assessed.
I would like to arrange apartment security.
Which city is the apartment in, and what is its approximate area?
Kyiv. Property details provided.
I will pass the enquiry to a manager to clarify the solution and prepare an estimate.
When a specialist is needed, the context follows
The assistant helps describe the issue and passes the enquiry details to a technical specialist. The customer does not have to explain everything again.
For an alarm or danger, use SHERIFF’s official response channels. Do not wait for this demonstration chat.
A red indicator has appeared on the panel.
Please describe what the panel shows and when you noticed the indicator.
Issue details provided.
I am passing the enquiry and conversation context to a technical specialist.
Shortened reconstructions based on the supplied case descriptions. These are not live chats or verbatim screenshots; no personal data is used.
Case results
Less routine. More room for the team.
The supplied report records AI participation in handling requests and, separately, automatic conversation closure. These are two different levels of automation.
of requests handled by AI
35.1%
Share of handled requests reported in the case materials.
of conversations closed by AI
3.8%
A separate measure of closure without an operator.
knowledge-base scenarios
3,339
The label used for this volume in the supplied material.
What these figures mean
Source: supplied SHERIFF case materials. Reporting period: 4 April–4 May 2026. A handled request is not the same as a fully closed conversation. The materials do not include the raw sample, absolute enquiry counts or a complete methodology; the figures have not been independently recalculated. The value 3,339 retains the source label “knowledge-base scenarios”. These figures are not a forecast for another business.
People remain at the centre
AI handles the routine. People take responsibility.
Automating customer service does not replace a security service. Technical issues, individual agreements and unusual situations need a specialist. The assistant helps by passing along the context already collected.
- Clarifies the customer’s needs before a handoff.
- Preserves conversation context for the operator.
- Does not replace a specialist’s decisions.
How is this different from a standard FAQ bot?
An FAQ bot usually answers from prepared materials. In this case, the assistant also queries the SHERIFF system through an integration to retrieve information relevant to a specific request.
Where can customers contact the assistant?
The case describes three channels: Telegram, Viber and website chat. Customers choose a convenient channel, while the team handles enquiries through JediDesk.
Does AI resolve every enquiry on its own?
No. AI may handle an information request while an operator is still needed to close the conversation. That is why 35.1% of handled requests and 3.8% of closed conversations are shown separately.
How does the assistant access customer data?
Through a configured integration with the company’s system. Access rights, user identity verification and available operations must be defined during implementation. A phone or account number alone should not be treated as sufficient authorization.
What is needed for a similar implementation?
A knowledge base, defined service scenarios, an available API integration, data-access rules and human-handoff rules. Timing depends on the readiness of materials and integration complexity.
Your business could be the next case
Your service. Your data. Your AI assistant.
Start with a knowledge base and common customer questions. Connect your channels, then plan the API integration and access rules for personalized information.
Creating a JediDesk account is the first step. Integration scope and timing are agreed separately.