Customer Service as-a-Service: Supervised Autopilot for Scalable CX

Overview

Deliver responsive, consistent, and empathetic support at scale. Our Supervised Autopilot blends HUMAN and AI agents with smart routing, automated responses, sentiment analysis, and human oversight—so customers get fast answers, complex issues get expert attention, and your team gains clear insights.

What You Get

• Scalable HUMAN + AI Agents: Elastic capacity for chat, email, and voice with AI handling high-volume, repetitive tasks and trained human agents resolving nuanced cases. Seamless handoffs maintain context and continuity.

• Smart Ticket Routing: Intelligent triage based on topic, intent, priority, sentiment, and customer tier—so the right agent or workflow engages immediately. SLAs and escalation paths are enforced automatically.

• Automated Responses: High-quality, brand-safe answers for FAQs, order status, returns, troubleshooting, and appointment scheduling—continuously improved via feedback loops and human QA.

• Customer Sentiment Analysis: Real-time detection of frustration, urgency, and satisfaction across channels. Proactive alerts trigger recovery playbooks and inform coaching and product improvements.

• Escalation Management: Structured tiers, playbooks, and approvals for billing disputes, account security, outages, and VIP cases. Human oversight ensures judgment, compliance, and empathy.

How It Works

1. Assess: We review your support channels, volumes, categories, SLAs, and knowledge base to identify quick wins and automation opportunities.

2. Architect: We design workflows, agent skills, routing logic, knowledge content, and integration points (CRM, order systems, billing) into one cohesive setup.

3. Execute: AI handles speed and consistency; humans provide expertise and empathy. We document processes, train teams, and enable seamless context-sharing.

4. Optimize: Ongoing QA, sentiment monitoring, and root-cause analysis reduce handle times, increase first-contact resolution, and improve CSAT/NPS.

Human Oversight, Brand-Safe CX

• Governance: Approval gates, compliance checks, and audit trails for regulated or sensitive interactions.

• Voice & Tone: Brand-aligned templates and guardrails; humans review complex or high-stakes messaging.

• Knowledge Management: Centralized, versioned content with continuous updates from support learnings and product changes.

Outcomes to Expect

• Faster Response Times: Automation and smart routing shrink wait times and accelerate resolutions.

• Higher First-Contact Resolution: Better triage, richer knowledge, and guided workflows solve more on the first touch.

• Consistent Quality 24/7: Standards enforced across shifts, regions, and channels.

• Actionable Insights: Sentiment and root-cause analysis surface product and process improvements.

What’s Included

• Omnichannel support (chat, email, voice) with elastic HUMAN and AI capacity

• Intelligent routing rules, SLAs, and escalation playbooks

• Automated response library with human-in-the-loop QA

• Real-time sentiment dashboards and weekly improvement reviews

• Integration to CRM, order management, billing, and analytics

• Dedicated team leadership and oversight for complex cases

Get Started

Put a supervised autopilot under your customer experience. Request a strategy audit to identify the highest-ROI improvements and build a support system that customers love—and your team trusts.