Customer support, automated end to end.
Agents take each customer request from first contact to resolution: they identify the customer, act in your systems, follow up and close the case. Your team handles the exceptions.
Automated end to end
What agents take on in customer support.
Each area runs end to end: from the moment the work arrives to the moment it is resolved and recorded, across every system it touches. Your people step in only where you decide.
- 01
Ticket intake & triage
Capture the details, set the priority, create the ticket and follow up until it is closed.
- 02
Billing & account questions
Explain bills, confirm payments, update details and fix what is wrong.
- 03
Order & service status
Look up order, delivery, appointment and service status, share it and act on exceptions.
- 04
Troubleshooting
Walk customers through diagnosis and fixes, and book a visit when one is needed.
- 05
Cancellations & retention
Understand why a customer wants to leave and offer what they are eligible for.
- 06
After-hours cover
Nights, weekends and peaks covered, without a queue.
Examples
How a case runs, step by step.
Each agent follows a workflow from request to result, across your systems, and knows when to bring in a person.
- Billing questions
A customer was charged twice
- Email in
- CRM: find account
- Billing: refund duplicate
- Reply sent
Refunds over €500 go to a person.
- Orders
A customer asks where their order is
- Chat in
- Orders: track delivery
- Update given
- Case closed
Repeat contacts go to a person.
- Cancellations
A customer wants to cancel
- Call in
- CRM: check contract
- Options explained
- Cancellation confirmed
Cancellations are confirmed with the customer.
Systems
Works with the systems you already run.
Agents connect through secure, permission-based connectors, or through the screen where there is no API. Your systems stay the source of truth.
- CRMCustomers, cases and contacts
- TicketingRequests and service desks
- BillingPlans, charges and credits
- TelephonyCalls, queues and transfers
- Knowledge baseAnswers and policies
Any other tool with an API connects the same way, including your own in-house systems, and legacy systems without one through computer use.
Control
In control at every step.
Agents follow your service policies on every case, and every reply is on the record.
Your agent
Your data stays yours
Encrypted in transit and at rest. You decide where it is stored and how long it is kept.
Access by role
Agents only see and do what their role allows, through your existing sign-in.
Run where you need
In our cloud, in yours, or in a private environment.
Every action on the record
Each step is logged with what the agent saw, what it did and why.
People approve what matters
Choose which actions need a person, by amount, risk or customer.
Rules in plain language
Write your policies once. Every agent follows them.
Other functions
Get started
Start with any workflow in customer support.
Tell us about the work that slows your teams down. We will show you an agent doing it, in your systems.
Get in touch