WeFact is where a Dutch business sends its invoices from. Quotes go out through it, purchase invoices come in through it, and the numbers it produces are the ones that end up in front of an accountant. It is used by people running a company, not by people running a support queue.
Nobody asks a general question about their own invoice
Accounting support is unusually specific. Almost nothing that arrives is a question about the product in the abstract — it is a question about this invoice, this VAT line, this reminder that went to this client last Tuesday.
That makes a conventional help centre only half useful. It can explain how reminders work; it cannot say why this one did not go out. The answer lives in the customer’s own administration, not in an article.
And the questions arrive with a deadline attached. An invoice that has not gone out is money that has not arrived, and a VAT return does not move because support is busy.
What Open does
The agent answers in Dutch, in the language and vocabulary the product itself uses — factuur, offerte, herinnering — rather than translating a support script written somewhere else.
The integration is built around a REST API as a knowledge source rather than a static help centre, so the agent can reason over WeFact’s own live data as context instead of matching a customer’s question against a set of articles that cannot see their account.
That distinction is the whole point for a product like this. "How do I send a reminder" is an article. "Why has this reminder not gone out" is a look-up, and only one of the two is what customers actually ask.
The Impact
A small team supports an entire invoicing platform. Every question the agent takes end to end is one a person does not have to read, retype and look up — and the ones that do reach a person arrive without the customer having explained themselves twice.
WeFact is not publishing resolution or response-time figures yet. This story will carry them when they exist and WeFact is ready to share them.