Customer Service Decision Automation.
Route tickets, assess priorities and propose the next action against your policies. Exceptions stay with the team.
Evaluate your Customer Service decisionsThe starting
information.
- Conversations and customer history
- Account, transactions and open requests
- Policies, delegated authority and available actions
Authorised sources, connected to your operating instructions.
Proposed decision and cases to escalate
- Ticket routing and priority
- Proposed action within policy
- Exceptions and escalation reason
Prepared according to your rules and review process.
The work today
Behind every reply are routing, priorities, checks and exceptions. Repeating these choices takes time, even when a case is simple. We identify which decisions can take a fast path and which need closer attention.
What we automate
Separate understanding the request from choosing an operational action. The system evaluates intent, priority and missing information; business rules determine permitted actions. The Decision Model supplies structured signals, an LLM can draft the reply and the team handles exceptions. First evaluate historical conversations, then run alongside operators.
A customer reports two charges. The workflow retrieves transactions, checks whether there is a genuine duplicate and proposes the next step allowed by policy. If the data is insufficient, it requests information or involves an operator.
Explore the structured workflowWhat you gain
A view of how many decisions can be automated at each quality threshold, which cases are escalated and what the change could be worth. The percentage comes from testing, not an upfront promise.
What we measure
- Correct decisions by request type
- Useful escalations and missed critical cases
- Time and cost per resolved request
Your control
The pilot runs on historical data without changing operational systems. Refunds, credits and communications follow your policies; real actions come only in the agreed integration phase.
Where it makes a difference
Customer Service teams with recurring volumes, defined policies and historical tickets and decisions.
Bring this workflow
into your business.
We define the sources, expected result and boundaries of a first pilot together.