Resolved, not filed.
A customer calls, emails or chats. An assistant drafts a reply. An xpert checks the account, fixes the problem, and answers, within your rules, with every step recorded.
Today / with xperts
A contact centre, an IVR, a shared inbox, maybe a chatbot that deflects.
The frequent requests, resolved in the call or the email.
Shorter queues, after-hours coverage, your team on the exceptions.
Voice, email, chat. One xpert.
- 01 — Voice
The call your customers still make, answered by an xpert.
Customers speak naturally. The xpert checks the account, acts in your systems and answers in the call; anything it shouldn't handle goes to a person. Delivered as a managed service, with telephony through partners.
- 02 — Email
The shared inbox, worked to resolution.
The xpert reads the thread, acts in your systems and replies with the outcome, not an acknowledgement, within your SLAs.
- 03 — Chat
On your website, app or customer portal.
The same xpert, the same rules and the same record as every other channel.
What it looks like
Customer asks where order 48213 is. The xpert checks the carrier, re-sends the shipment, replies with the new ETA. Resolved in the call. On record.
How it works here
- 01 — Events
Calls, emails, and chat on your website, app or customer portal.
- 02 — Ontology
The customer, the account, the history.
- 03 — Xperts
The customer service xpert, calling billing or order xperts as needed.
- 04 — Governed execution
Acts in CRM, ERP and ticketing within permissions.
In production
A government language-services provider.
200,000 voice minutes a month booking interpreters for health and courts.
Where to start
- 01Order status and returns
- 02Bookings and appointments
- 03Account changes
- 04Billing enquiries
- 05Shared-inbox triage with SLAs