Customer Operations
Inbox
1,247 new
Where is my order #48291?
Auto-resolved
Can I change my delivery address?
Auto-resolved
Issue with my invoice - need urgent help
Routed to Sarah
Tracking number not working
Auto-resolved
Refund request - order #51002
Drafted, awaiting review
When does my subscription renew?
Auto-resolved
Charge looks wrong on my statement
Routed to Billing
Password reset not arriving
Auto-resolved
Today: 1,247 messages · 81% auto-resolved · avg response time: 38 seconds
WHO THIS IS FOR
✓
Response times are creeping up and the team is stretched
✓
Hiring more support people isn't in the budget - and wouldn't solve it anyway
✓
70% of your inbound is the same handful of questions answered slightly differently every time
✓
Your CSAT is fine, but you know it's held together by overtime
✓
You tried a chatbot. It made things worse.
If two of these landed, the rest of this page is for you.
What we automate
Inbound email handling
Customer questions come in, get classified, get answered. The agent uses your real knowledge base, your real past responses, and your real tone. Not a chatbot script.
Ticket triage & routing
Every ticket classified by topic, urgency, customer segment, and routed to the right queue or owner. No more "ticket sat in the wrong queue for 18 hours."
Status & update communication
Order updates, shipment tracking, account changes, "where's my X" - answered instantly with live data from your systems. The questions that should never have needed a human in the first place.
Follow-ups & nudges
The work nobody has time for: post-resolution follow-ups, satisfaction checks, abandoned-flow nudges, renewal reminders. Done consistently, every time.
How it works
1
Capture
Email, helpdesk tickets, web forms, chat -wherever your customers actually reach you. We don't ask you to migrate channels.
2
Understand
Intent, urgency, customer context, account history. The agent reads what's in front of it the way a tenured rep would: with the customer's record open.
3
Decide
Three paths: answer it directly, draft for human review, or route to the right person with full context. You set the rules for which path applies when.
→ Auto-reply
→ Draft for review
→ Route to human
4
Act
Send the response. Update the ticket. Trigger the workflow. Log everything. Learn from corrections.
THE NUMBERS THAT MATTER
60–80%
of inbound resolved without a human
< 1 min
average response time, 24/7
0
new headcount required
Numbers vary by ticket mix and channel. We commit to specific targets in writing, scoped to your real historical inbox, before we start.
THE TONE QUESTION
CUSTOMER TICKET
Hey, I ordered something on Tuesday and the tracking has not updated in 3 days. Getting a bit worried, can someone check?
GENERATED REPLY
Hi Sarah, thanks for reaching out! I can see your order #48291 is currently with the carrier — there was a brief delay at the sorting facility, but it is now moving and estimated to arrive Thursday. I will keep an eye on it and let you know if anything changes.
RELIABILITY & HUMAN-IN-THE-LOOP
Customer communication is the hardest thing to automate well, because the cost of getting it wrong is a public, named, angry person. We treat that seriously.
BEFORE DEPLOYMENT
We run the agent against your real historical tickets and show you exactly where it would have answered well, where it would have answered badly, and where it would have correctly escalated.
AT DEPLOYMENT
You decide which categories go fully automated and which require human review. Most teams start with 30–40% on auto-send and ramp up over weeks.
IN PRODUCTION
· Every response logged with confidence score
· Anything below your threshold gets drafted for human review instead of auto-sent
· Sentiment monitoring flags angry or escalating threads automatically
· Drift alerts when the agent behavior changes
Integrations
HELPDESK
Zendesk, Intercom, Freshdesk, HubSpot Service, Help Scout, custom
CRM
Salesforce, HubSpot, Microsoft Dynamics, Pipedrive
Gmail, Outlook, shared mailboxes, custom SMTP
CHAT AND MESSAGING
Web chat widgets, WhatsApp, Messenger, Slack Connect
INTERNAL TOOLS
Order systems, billing platforms, custom databases
DEPLOYMENT & SECURITY
Customer data is sensitive. We treat it that way.
Cloud or on-prem
Your call. Deploy where your data has to live.
SOC 2 controls
Encryption, access control, audit log.
GDPR-aligned
EU data residency available, right-to-erasure supported.
No training on your data
No customer data used to train external models. Full stop.
RELATED PROCESSES
Often automated together
Bring an anonymized export - or just describe your top 5 ticket categories. In a 30-minute call, we will tell you what percentage we could realistically take off your team plate.
