When you write to us, sometimes an artificial intelligence answers.
We would rather tell you ourselves, plainly. LAPA uses artificial intelligence agents to answer customers faster — in the evening, at weekends, while we are out on deliveries. Every agent has a name, a specific job and a real person keeping an eye on it.
We always tell you
Our agents introduce themselves by name and never pretend to be a person. If you ask «are you an artificial intelligence?», the answer is yes.
There is always a human behind them
Every conversation goes into our system and is read back by our team. If an agent gets something wrong, the responsibility is ours: not its.
You can always talk to us
Just write «I want to talk to a person», or pick up the phone. On the phone it is always us: we do not use AI for calls.
Our agents
Six assistants, each with its own trade. They work on our real catalogue and your real orders — not on canned replies.
Marco
lapa.ch website and appHe welcomes you on the website and in the app. He knows the whole catalogue, tells you what is genuinely in stock and puts the order together with you, remembering what you usually buy.
Stella
WhatsAppOur longest-serving assistant. She takes orders, confirms deliveries and times, answers on availability and prices. Write to her at 11pm and she replies at 11pm.
Giulio
WhatsAppThe consultant. He knows your restaurant and your menu: he recommends the right products, suggests alternatives when something is missing and lets you know when something arrives that suits you.
Diana
WhatsAppCustomer service. She handles the day's requests, the weekly offers and guides new customers through their first orders.
Vanessa
WhatsAppShe supports our sales manager. She looks after customers in his area, prepares orders and quotes and keeps the thread between one visit and the next.
Romeo
AdministrationHe supports our admin office. He keeps the paperwork in order and writes to you when an invoice is outstanding or a document is missing. Sensitive matters are always signed off by a person.
What they do NOT do on their own
- They do not make up prices. They apply the price list agreed with you, the one on your invoice. No agent can decide a discount by itself.
- They do not close special agreements. Payment terms, contracts, special supplies: those always go through Paul, Laura or Mihai.
- They do not handle serious complaints. If something has genuinely gone wrong, a person takes over and calls you back.
- They never ask you for payment details or passwords. If you get a message like that in LAPA's name, it is not from us: call us.
Want to talk to a person?
Always possible, at any time, and without having to explain why. Write «I want to talk to a person» in the chat and we will put you through to a colleague, or call us directly.
+41 76 361 70 21[email protected]
And your data?
Conversations with our agents are handled under the Swiss Federal Act on Data Protection (revFADP). To run the agents we rely on artificial intelligence providers whose servers are partly outside Switzerland. We do not sell your data to anyone and we do not use it for anything other than serving you as a customer.
You can ask us at any time what data we hold about you, or ask to be looked after only by people: write to [email protected] and we will do it, no questions asked.