PRODUCT / INTRODUCING VELA
Describe the work you want done. Vela helps your team turn business context into agents, workflows and tested improvements, across Emily and the systems you authorize.
A first look at Vela by Level3AI.
Meet Vela in 60 seconds.
Play with sound.
01 / TWO ROLES, ONE CUSTOMER OPERATION
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My order arrived damaged.
I can help. Can you share a photo?
EMILY / CUSTOMER-FACING AGENT
The customer conversation.
Answers questions, resolves support requests and follows up leads using your knowledge, systems and rules.
Returns policy
Your team’s working context
Request photo
Review exception
What should happen when a photo is missing?
VELA / AI OPERATOR
The work behind the conversation.
Works with the people responsible for building and improving the operation. Your team brings the business judgment.
02 / START WITH THE WORK
Start with one task your team wants to improve, an approved source and the decisions that matter.
01 / YOUR CONTEXT
Returns policy.
Ask for a photo before opening a return.
02 / WORK WITH VELA
Vela
What should happen when a photo is missing?
Work through the exceptions with your team.
Shape the behavior.
03 / CHECK THE CHANGE
Photo received
Continue the proposed path.
Photo missing
Resolve the exception with your team.
The walkthrough will show the supported steps, environment and any team assistance.
03 / BUILT AROUND CUSTOMER-SERVICE WORK
Customer operations involve information collection, verification, escalation and actions in connected systems. Start with the rules and handoffs behind the request.
What do we need to know?
The facts required to understand the request.
What needs to be checked?
The policy and conditions behind a decision.
When should a person step in?
The exceptions that need your team’s judgment.
What action is allowed?
The systems and permissions agreed for the workflow.
DIRECTION / WHAT WE ARE BUILDING TOWARD
We are building toward persistent customer records and operational data beneath the agents, so context can support more personalized service and proactive engagement over time.
Product direction. Broader helpdesk, CRM and CDP capabilities are part of this vision, not a completed stack for this release.
04 / BEFORE YOU BEGIN
How do Vela and Emily work together?
Emily serves customers. Vela works with the team responsible for the operation, helping turn business context into agents, workflows and tested improvements.
What should we bring to a walkthrough?
Bring one customer-service task, an approved policy or source, and a clear outcome. Use sample or de-identified material for the first discussion.
Which systems and workflows can we use?
The walkthrough will confirm the supported operations, connections and access limits for your use case, including any work that needs our team.
Does this replace our helpdesk or CRM?
The current story starts with Emily and the systems you authorize. Broader helpdesk, CRM and CDP capabilities remain product direction.
NEXT / EXPLORE VELA
Start with the work your team wants to improve. Explore the workflow, the questions and the next step together.
