Managed AI employee role
Consistent frontline support.
Handle common inquiries, troubleshoot basic issues, and escalate complex tickets to your human team.
Intended outcomes
- Reduce average response times for standard questions.
- Allow your human team to focus on high-value escalations.
- Provide responses grounded in your approved knowledge base.
Agent capabilities
Knowledge base ingestion
Configured from your existing docs, FAQs, and policies.
Omnichannel response
May be deployed via chat, email, or SMS depending on your software stack.
Escalation
Routes to a human with full context when questions fall outside its approved scope.
Example workflow
Order status inquiry
- Customer texts 'Where is my order?'
- Agent requests identity verification.
- Agent checks the shipping API and replies with tracking details and expected delivery.
Common Questions
Will it invent answers?
The agent is bounded to the knowledge base you approve. If it doesn't find the answer, it is instructed to escalate to your team.
Can it handle returns?
It can initiate the process and gather information, passing final approval to a human if required.