Autonomous Customer Service Agent

Delivering exceptional customer service is critical for businesses, but managing high volumes of complex customer inquiries through multiple channels can overwhelm traditional support teams. Traditional customer service solutions are limited and can’t resolve more complex interactions, including those that require reasoning or multimodal interactions.

Our cutting-edge Autonomous Customer Service agent uses frontier Generative AI technology to automate complex customer service interactions across voice, chat, and email. The solution integrates with existing customer service platforms and internal systems to resolve issues in real-time, reducing response times and improving customer satisfaction. 

Beyond retrieval augmented generation (RAG) and summarization, the solution uses advanced agentic workflows with models that are fine-tuned on your training and policy documents and grounded with deterministic workflows. Multimodal models expand your support surface, enabling the agent to understand and reason about PDFs and images while providing advanced voice support that adjusts in real time based on customer sentiment.

The solution automatically resolves complicated tickets and also supports escalation thresholds to decide when to transfer tickets to human agents. Human agents also seamlessly interact with the solution via an assistant, increasing their efficiency, with summaries of account history and sentiment to suggest the next best action.

• Resolve Complex Requests End-to-End
  Our advanced AI agent resolves complex requests from start to finish including billing or shipping issues, updating account information, and troubleshooting technical problems.

• Customizable Policy Workflows
  Complex customer procedural documents are ingested to automatically generate policy workflows for the autonomous agent. This includes integrating policies and tools such as custom escalation rules or tool integrations to update customer’s plans or account details. Set escalation thresholds so that you control when to involve humans based on customer sentiment, action type, cost, or risk.

• Omnichannel Support
  Ensure seamless, consistent support with shared context across all communication channels, including voice, chat, text, or email. Escalations to human agents are seamless, and the AI agent then acts as an assistant, providing summaries of support interaction and account history, surfacing promotional offers, and providing recommendations on the next best action.

• Multimodal Interactions
  Fine-tuned voice models enable the agent to speak with customers using your brand voice and use empathetic tones depending on sentiment. Multimodal vision models are fine-tuned to understand PDFs and images shared by the customer in chat and email conversations.

• Integration with Existing Systems
  Our AI agent integrates with your customer service, billing, account management systems and more to retrieve relevant customer information, make approved updates, and escalate to appropriate team members as needed.

• Personalized Customer Interactions
  Leveraging customer data, the AI assistant personalizes interactions to the specific needs of each customer. From greeting customers by name to addressing their unique issues based on account history, the AI agent enhances the customer experience with relevant, personalized support.

This powerful Generative AI solution was built with:

• Fine-tuned data extraction models and workflow generation models, work together to ingest your policy documents and training manuals, then generate workflows that can be edited to meet your precise requirements.
• Fine-tuned multimodal modals for speech and vision reasoning and generation.
• Our state-of-the-art Text2SQL technology including embedding, reranking, and completion models fine-tuned to your business terminology and database schema to retrieve customer information from your existing systems
• State-managed agentic workflows with decision trees for reasoning against complex constraints such as escalation paths combined with customer data and company guidelines.
• Advanced retrieval augmented generation (RAG) for highest accuracy unstructured data management in chat, email or voice workflows
• Bespoke prompt engineering and turning, including in-context learning, few-shot learning, and task decomposition.