Departments/Customer Service
A service team where every customer gets an answer.
AI agents read every message, sort it, answer the routine questions from your order and policy data, and draft the rest. Your team takes the complaints, the judgement calls and the customers who need a person.
How the agents work in customer service.
01Reads
Emails, chats, web forms and the order history behind each one.
02Checks
Each request against the order, the customer's record and your service policies.
03Acts
Answers the routine questions, drafts the rest and updates the ticket.
04Asks
Passes complaints and anything outside policy to a named person, with the history attached.
Where the agents work.
Each one starts as a single process with a measure agreed before anything is built.
01Triage
- Today
- Every ticket is read and sorted by hand before anyone can answer it.
- With agents
- Tickets are tagged and routed as they arrive, with the order already looked up.
- Measured in
- First response time
02Order and status questions
- Today
- Answering 'where is my order?' means checking three systems.
- With agents
- The answer is pulled from the order and the carrier, and sent in your voice.
- Measured in
- Tickets resolved without a hand-off
03Returns and refunds
- Today
- Each return is checked against policy by whoever picks it up.
- With agents
- Returns inside policy are approved and logged. Anything outside it goes to a person with the reason.
- Measured in
- Time to resolve a return
04Drafted replies
- Today
- Replies are written from scratch, and the tone depends on who's on shift.
- With agents
- Every reply arrives drafted from your policies and past answers, ready to check and send.
- Measured in
- Handling time per ticket
05Escalation
- Today
- Difficult cases pass between people before they reach the right one.
- With agents
- Complaints and unhappy customers go straight to a named person, with the full history in one place.
- Measured in
- Escalations resolved first time
06Help articles
- Today
- The help pages fall behind the product and the policies.
- With agents
- Gaps are spotted from the questions coming in, and new articles are drafted for review.
- Measured in
- Questions answered by self-service
Works inside
- Help desk
- Live chat
- Order management
- Shared inbox
- Carrier tracking
- Knowledge base
What stays with your people.
The agents prepare, check and record. The calls that carry judgement or risk stay with a named person on your team.
- 01Complaints and customers who need a person.
- 02Refunds, credits and goodwill outside your policy.
- 03The tone and the promises your brand makes.
Guides for this team.
- Guide
Guide
Team adoption
Make the new way the easy way
How do you get your team to use a new AI system?
Whether your team uses an AI system is mostly decided before launch. How to choose the work, build it with them and make the new way the easy way.
GuideHow do you process customer orders that arrive by email and PDF?
How to turn purchase orders that arrive as email attachments into orders in your ERP without re-keying, and what happens when the system isn't sure.
Questions
Questions we hear first.
Will customers know they're talking to an AI?
That's your decision, and we'll advise on what your customers and regulators expect. Most teams label automated replies and make it easy to reach a person at any point.
What happens when it doesn't know the answer?
It doesn't guess. Anything it can't answer from your systems and policies goes to your team with a draft and the history, so nobody starts from scratch.
Do we need to change our help desk?
No. We connect to the help desk you run and work inside its queues, tags and routing rules.
Why not just use ChatGPT or Copilot?
They're good tools for one person doing one task. The systems we build run a whole process: they connect to your systems of record, follow your rules, hand exceptions to a named person and log every step. The two work well side by side.
Why not build this ourselves?
You can, and some teams should. What we bring is a team that does this every day, a tested way of working, and people who stay to run it. Everything is set up in your accounts, so your team can take it over when it's ready.
Make your business AI-native.
Start with a short call about where your team's hours go and what you want to change.