Customer service engine
A customer communication engine that drafts responses from the customer's orders, status and history, queues them for approval, lets the operator mark up a draft and commit the feedback as knowledge that shapes future drafts, and a customer 360 with the order timeline and the graph of everything the customer links to.
One working session with the people in the seat: which decisions, which systems, what a good week looks like.
The app you see above, running on your own exports instead of the simulated world. Every screen, every decision, your numbers.
Wired to your systems with your permissions, agents proposing, people approving, the ledger recording who did what.
Overview
A customer writes about an order and the agent opens the order system, the CRM and the shipping tracker before writing a reply from a template. Corrections to the tone or the wording are made a thousand times and never learned.
The app reasons over the customer's orders, status and history to draft a response, and queues drafts for approval with the customer's classification and segment. The teaching pane shows annotations on the draft, offers friendlier, formal and shorter rewrites, and committing the feedback stores it as knowledge applied to every future draft. The explore view shows response volume and approval rate, each customer's order timeline, and how the customer links to responses, alerts and order events.
Key features
- Responses pending approval: AI-drafted customer emails with classification and segment, approve and send or edit.
- Teach the AI: annotations on the draft, tone rewrites, and feedback committed to the knowledge base with full traceability.
- Customer 360: order status timeline, current location and product, and past escalations and feedback.
- Linkage graph: how the customer connects to AI responses, alerts and order events across the data.
Decisions it produces
- Approve and send a drafted response
- Edit a response and commit the feedback as a rule
- Escalate a case to a manager
- Change the tone policy for a segment
Data sources
| CRM | customers, classification, segment |
|---|---|
| Order management | orders, status, location, product |
| Support platform | cases, emails, escalations |
| Feedback store | operator annotations and committed rules |
Simulated data throughout. Book a call to see it on your own systems.
Related demos
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An inbound lead board with four stages: leads extracted from email and enriched with enterprise context, a proposed manager with the reasoning, approval or rejection of the proposal, and every edit, generated email and stage change written back to the CRM.
Warranty claims resolution
A claims center where each incoming ticket is broken into its issues, mapped to the warranty line items that cover them with the page of the warranty document highlighted, clustered with resolved tickets to propose a solution, and explored as a network of ticket, issues, coverage and history.
Real-time customer intelligence
The customer's record, the live call transcribed as it happens, facts and intent extracted from it, a recommended product with its justification, the interaction history and a callback booked, all on the relationship manager's screen during the call.