Lanna
Customer Success that does not sleep
Lanna is the AI Customer Success Agent at Landing Pad Digital. She handles inbound conversations across email, web chat, Facebook, Instagram, and WhatsApp - in English and in Thai. She runs 24/7. She knows the product, knows the brand, knows when to escalate. She is the first reason Landing Pad Digital can stay small while serving a global customer base.
The situation before
Landing Pad Digital is a small team. The shared inbox at hello@landingpad.digital used to take a meaningful chunk of every morning before any actual work could begin. Conversations came in across the whole day from time zones the team was asleep through. Common questions repeated themselves: pricing, plan differences, how the AI builder works, whether we serve businesses outside Thailand, how to recover a forgotten domain. The team handled it, but the cost was real: founders' mornings disappeared into triage, social DMs sat unread, and prospects who messaged at 11pm Bangkok time waited until the next morning for a reply.
The team did not need to grow customer support headcount. The team needed support that did not sleep, did not need onboarding, did not forget context between conversations, and did not write in a different voice from the founder.
How Lanna is set up
- Front doorChatwoot connects every customer channel into one inbox. Email, web chat widget, Facebook Messenger, Instagram DMs, WhatsApp Business. Customers see "Lanna from Landing Pad Digital" replying in whatever channel they wrote to.
- Brainan n8n workflow watches for inbound messages, sends them to Anthropic's Claude API with a carefully crafted system prompt, and posts the reply back through Chatwoot. The system prompt encodes Lanna's voice, brand rules, prohibited claims, and escalation triggers.
- MemoryMem0 holds user-specific facts across conversations. If a customer mentioned last week that they run a beach hotel in Phuket and care about Thai-language support, Lanna remembers next time. The memory is per-customer, scoped, and respects privacy.
- KnowledgeLanna queries the Chatwoot Help Centre and selected internal wiki pages at runtime to ground her answers in current information rather than guessing from training data.
- Escalationwhen a conversation is complex, sensitive, financial, or just outside her comfort, Lanna writes a clean handover summary and tags Tata or the relevant team member. The customer is not abandoned - the conversation continues, just with a human's eyes on it.
"Sawadee ka. While you slept, I had 23 conversations. Eighteen people got the answers they needed. Three booked discovery calls. One was upset about an order delay - I escalated her to your inbox at 3am with a summary and she's at the top of your queue. One person tried to ask me out for coffee, which was sweet but I gently declined. Your morning coffee is yours; the inbox is calmer than you'd expect."
Want one shaped for you?
Tell us your context. We'll come back within one business day with a representative shape, a likely tier, and an honest timeline.
Submit a Hiring Brief