Customer service
The customer service frontline on every channel, phone included.
Most conversations finish with her, and the ones that don't reach a person who already has the whole history.
Answers on their channel, in seconds
Chat, WhatsApp, SMS, email and phone, around the clock. First response in under five seconds, covering pricing, eligibility, verification and issues.
Finishes most of it herself
Around 65% of conversations are handled end to end with no human involved, and more than 85% are resolved on first contact.
Puts the team in the same system
Every conversation captured and every action documented, with your people working in that system rather than alongside it.
What changed
Running in · Drive lah, handling three to five thousand questions a dayObserved at a car-sharing marketplace, handling more volume, faster and more consistently. The support and phone platforms it integrated with on day one are now being progressively replaced by the system the agents already work in.
What happens when it isn't sure
When a case genuinely needs a person it arrives with the full conversation and customer history attached. Handling time drops by over 40% precisely because nobody has to re-read the thread.
Most of this already exists and is running. What gets built for you is the part that has to match how you actually work, which is why it is live in weeks rather than quarters.
For Kate, that means your knowledge, your processes, your tone. She integrates with Zendesk, Intercom, Freshdesk, Aircall or RingCentral rather than replacing them on day one.
Your data stays yours and is never used to train shared models. How we handle security.