Emily investigates the issue, works in your systems and follows through across chat, email and voice. Your customers get a clear next step. Your team gets room to focus.
Let’s check the device and your warranty, then get the right next step started.
Choose a request. See the checks, the action and what the customer hears next.
Understand the symptom and what the customer has already tried.
Safety concerns and uncertain diagnoses go to your specialists.
Some problems need more than a description. Emily can use photos, documents and conversation alongside your product knowledge and customer records.
A damaged parcel, an error message or a device symptom. Ask for the evidence that makes the next step clearer.
Look up orders, warranty, bookings and account state through the systems your team connects.
Apply your process, ask for confirmation where needed and explain what happens next.
Photo added to the case“Thanks for the photo. I’ve matched the model to its charging guide. Is the indicator light coming on?”
When a request needs your team, Emily passes on the customer’s goal, the checks already completed and the reason for the handoff. The next person can pick up the work with context.
See what changed for teams running Emily in their day-to-day support operations.
Gijs Verheijke · Director of Customer Experience, Carousell
AgentOps makes individual cases reviewable. Find the missing knowledge, adjust a process and test the change before it reaches customers.
Read the conversation alongside the records, policy path and actions.
See where knowledge, an integration or a business rule needs attention.
Check the updated workflow in testing, then choose what goes live.
Bring the work your team handles today. Build from the facts, policies and systems already behind it.
Agree the customer need, the success measure and the points that need your team.
Bring in the records and actions, then test against real support scenarios.
Review outcomes, learn from exceptions and expand the scope when the workflow is ready.
Emily can investigate a request, check customer and transaction records, and perform the actions you authorise. Examples include delivery investigations, returns, booking changes and warranty claims. The scope depends on your policies, connected data and available actions.
No. Emily works with your existing helpdesk and connected business systems. The deployment maps the records, permissions and actions needed for your chosen workflows.
Your support processes are configured as playbooks, with the knowledge, checks, confirmations and handoff points each task requires. Your team can review and test changes before they go live.
The case goes to your team with the conversation, relevant records and checks already completed. Handoff rules can cover policy exceptions, specialist decisions, sensitive cases and customers who ask for a person.
Start with the chat, email or voice channel and language your customers need most. Each deployment is configured and tested for that context. The Channels page shows the available surfaces and how to choose a starting point.
Agree the baseline and success measures before launch. Review containment, customer satisfaction, escalations and individual cases in AgentOps, then use those findings to improve the workflow.
Start with the question, the policy and the next action. We’ll show you how they come together.
