Context from your systems
The agent understands the request and retrieves the order, customer details or policy before choosing its next action.
Workflows
Turn a request into work done.
Gather the context, apply your rules and take action in your systems. The same workflow can start from a call, a chat or an email.
Talk to us about this solutionTrigger
Receive delivery claim
Call, chat or email
Retrieve context
Check order & policy
Item, delivery and replacement rules
Decision
Does the policy allow a replacement?
The agent applies your rules
Within policy
System action
Create replacement order
Record in the order system
Customer update
Send order confirmation
Update the customer’s case
Needs assessment
Handover
Assign customer service
Attach the details for review
Customer update
Acknowledge the request
Explain the next step
Latest run
Email · Order #4826
Customer request
One item arrived damaged. Could you send a replacement? My order number is 4826.
Order and item identified
Replacement meets the store’s policy
Replacement order created in the order system
Confirmation sent by email
- Created order
- E-4826 · Replacement shipment
Confirmation sent
Automatic within your rules
Choose which actions the agent can carry out and which exceptions need a staff decision. Your team gets the context when it takes over.
A record from request to result
Follow retrieved details, decisions, system updates and messages in the same case. Continue the follow-up without starting again.
The conversation is part of the whole.
Voice, chat and email agents share knowledge and customer cases. Workflows take action across all three channels.
What should happen after the customer asks?
Let’s look at your rules, systems and the tasks you want the agent to carry out.