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Use cases · Customer support

Answer customer questions with help from your agents.

Questions, orders and replies in one place. Agents look up the order, read your policies in Company Brain and prepare a reply. You approve.

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Illustrative example with made-up data
How it works

How does a question become a reply?

A customer wants to return a jacket. The agent works it out, you approve the reply.

Illustrative example with made-up data
Phone

Phone calls get summarised too.

Connect your VoIP phone system. After every call an agent records a summary with the customer and prepares the next steps. Steps that change something wait for your approval.

Illustrative example with made-up data
  • A summary with the customerWhat the call was about, what was agreed and what is still open, next to the order and earlier messages.
  • Follow-up actions preparedAn exchange, a confirmation by email or a call-back request, based on your policies in Company Brain.
  • No call gets lostMissed calls and voicemails are summarised as well, so someone calls back with the right context.

Callers are told up front that the call is recorded. You decide with us which calls are recorded, how long they are kept and which VoIP provider you use.

What you can do

Replies based on your own knowledge.

  • Knowledge from Company Brain

    Articles, product information and policies in one place. The agent follows your tone, signature and procedures.

  • Drafts first, then on its own

    Start with drafts your team reviews. Then decide which common questions the agent handles by itself.

  • See what actually works

    How many conversations were resolved, how many went to your team and what is still prepared. That tells you what to automate next.

We set up the agent, your company knowledge and your channels for each customer and agree beforehand what is available.
The apps you use

Your systems alongside every question.

The order behind a question, a document or an appointment: we connect the apps you use for that work.

For each app we confirm what we can connect and which access is needed.See all connections

Questions

Frequently asked questions

Does the agent send replies on its own?

You decide. You can start with drafts your team approves. Only when you want it does the agent handle common questions itself, such as a delivery status question.

Which channels can be connected?

Think of email, WhatsApp, the contact form on your site and phone through VoIP. We agree beforehand which channels are available for you.

What if the agent does not know the answer?

Then the conversation goes to your team with all its context: what the customer asked, what the agent already found and what is missing. That also happens with damage or when a customer asks for a person.

Where does the agent get its knowledge?

From Company Brain: your articles, product information and policies, plus details from your connected systems such as Shopify. You decide what goes in.

Are phone calls recorded?

Only if you set it up, and callers are told beforehand. You decide with us which calls are recorded and how long they are kept.

Have a different question?Ask us