Human care + reliable AI agents — measurable outcomes
Voice, chat, email, and social—covered by trained agents, augmented by AI for triage, suggested replies, summaries, and bookings. Approvals and observability keep quality high and risk low.
- 24/7 coverage, overflow/after-hours, seasonal surge.
- US-led oversight; nearshore/remote options.
- SLAs for first response, accuracy, and resolution.
- US/EU data routing available; DPA-ready.
Outcomes leadership teams care about
FRT −40–60%
Faster triage and suggested responses.
AHT −15–30%
Summaries, macros, and better routing.
CSAT ↑
Accurate, consistent answers with citations.
Cost/Contact ↓
Deflection and automation for repeat tasks.
What we handle
support_agent Inbound support & triage
- Account, billing, orders, appointments
- Intent detection & routing
- Macros with brand tone
outgoing_mail Outbound follow-ups
- Renewals & satisfaction checks
- Reminders & win-backs
- TCPA-aware workflows
event_available Bookings & scheduling
- Calendar checks & holds
- Reschedules & reminders
- No-show reduction
local_mall eCommerce care
- Order status & returns
- Exchanges & replacements
- Policy-aligned resolutions
dataset Back-office ops
- Ticket grooming & tagging
- Data entry & enrichment
- Weekly clean-ups
library_books Knowledge upkeep
- FAQ/KB updates
- Macro maintenance
- Release note digestion
AI that multiplies your team — guardrails first
category Routing & classification
- Intent, language, sentiment
- Auto-tagging & priority rules
- Escalation triggers
quickreply Suggested replies & summaries
- Drafts with brand style
- Thread summaries
- Citations to sources
record_voice_over Voicebots & chatbots
- Human-in-the-loop approvals
- Call transfer & warm handoff
- Fallbacks & timeouts
fact_check QA automation
- Scorecards from transcripts
- Coaching insights
- Policy checks
event_note Workforce assist
- Forecasting & staffing notes
- Shift handoff summaries
- Backlog triage
Channels & integrations
Voice, chat, email, social, helpdesk, CRM, payments, calendars, docs—wired securely with audit trails.
Service models
public 24/7 Managed Support
- Global coverage & tiered SLAs
- Agent training & playbooks
- Dashboards & weekly reviews
nights_stay Overflow / After-hours
- Nights/weekends & seasonal surges
- Strict escalation paths
- Brand-consistent tone
science Pilot (4–6 weeks)
- One queue + KPI target
- Playbook + training set
- Approve/fallback rules
Quality, SLAs & reporting
Scorecards, calibration, and dashboards ensure consistency. SLAs are enforced with alerts and clear escalation trees.
Compliance & privacy
gavel Consent & communications
- TCPA-aware outbound
- CAN-SPAM for email
- Opt-outs honored
shield_lock Data protection
- PII minimization & redaction
- Role-scoped access
- Encryption in transit
language Jurisdiction options
- US/EU data routing on request
- DPA/NDA support
- Retention controls
How we engage
Queues, volumes, brand voice, SLAs.
Playbook + training + guardrails.
Helpdesk/CRM, channels, calendars, payments.
Go-live with monitoring & approvals.
QA coaching, macros, deflection, dashboards.
FAQs
Where are agents located?
US-led management with flexible nearshore/remote teams. Coverage based on your hours and language needs.
How do bots hand off to humans?
Clear thresholds and approvals. Warm transfers in voice; conversation context passed to agents.
Who owns the data?
You do. Helpdesk/CRM and analytics are created in your accounts; we access via least privilege.
How do you learn our brand?
Discovery workshops, tone/style guide, KB ingestion with citations, and calibration sessions.
Pilot timeline?
Most pilots reach steady state in 4–6 weeks with clear KPI targets and change logs.