The support team spends its day answering "where is my order" and "how do I change my details", while the problems that genuinely need a person queue up behind them. It is not a volume problem, it is a triage problem.
What repeats, resolves itself
Statuses, simple changes, information that already exists in your systems: handled directly, on whichever channel the customer wrote on. Without waiting for a person to do something a person would only look up and copy.
Triage and routing
Messages that genuinely need a person reach the right one first time, with the customer's history attached. Prioritisation runs on rules, not on who opens the inbox first.
Automatic classification by subject and urgency
Routing to the right team or person
Customer history attached, not searched for
Escalation when a case sits too long
Escalation with context
When a person takes over, they get everything that was discussed. The customer does not retell the story. That is the real reason people hate badly built support automation.
How we work, in five steps
1Process Audit
2Solution & Plan
3Execution
4Ownership & Maintenance
5Continuous Optimization
What you get
Automatic resolution of repetitive requests
Message classification and routing
Escalation to a person, with full history
A report on what was resolved without intervention
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Already running
Order support, in production
Status, changes and cancellations handled automatically for an online shop, with operator handover when the conversation leaves the script.
Most often bought by
E-commerceServicesEducationClinics and practices
Frequently asked
Do customers not mind talking to a robot?
They mind not being able to reach a person. We say up front that it is an assistant and leave the route to a human always open. That is what makes the difference, not how human it sounds.
How much of the volume can be handled automatically?
It depends how repetitive it is. We measure what comes in now, by category, and give you an estimate on your data, not a percentage borrowed from somewhere else.
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