AI employees that close service requests, not just answer them.
Identify the customer, read the case history, perform the approved action, update the system and hand over cleanly when the request needs a person.
- Resolved
- Human handoff
- Phone
- CRM
- Ticketing
What AI employees take on
- Answer repeated requests on the channel the customer used
- Retrieve customer and case context before replying
- Complete approved actions instead of promising a callback
- Escalate sensitive cases with the full trail
AI employee roles for this work
AI Customer Support Employee
Resolves common requests using approved knowledge, customer context and permitted actions.
AI Service Advisor
Handles service-specific requests and routes policy, technical or exceptional cases to the right person.
AI Client Service Coordinator
Coordinates multi-step client requests, follow-up and handoffs across teams.
Context in. Clean handoff out.
Customer context
- Customer identity
- Case history
- Open request
- Previous interactions
- Approved service policy
The employee starts with the case context — not an isolated message.
Handoff context
- Request summary
- Relevant history
- Actions already taken
- Current case state
- Reason for escalation
The person continues from the case — not from zero.
From request to resolved case
Request arrives
Phone, WhatsApp, email or another approved service channel.
Identify the customer and intent
Match the customer and understand what the request is about.
Read the relevant case context
Case history, previous interactions and permitted business context.
Perform the approved action
Only actions inside the employee's configured permissions can run.
Update the system of record
The new case state is written back to the configured business system.
Confirm the outcome with the customer
Confirm what was completed, or explain the next approved step.
Escalate exceptions with full context
Sensitive, unusual or out-of-policy cases move to a person with the case trail attached.
Works across your existing systems
- CRMCustomer and account context
- Ticketing systemCase history, ownership and status
- WhatsAppCustomer messaging and confirmations
- EmailService requests and follow-up
- PhoneInbound and outbound conversations
What it can do — and where humans stay involved
Can do
- Resolve requests inside its configured scope
- Retrieve approved customer and case context
- Perform permitted service actions
- Update cases and send confirmations
Requires human approval
- Goodwill gestures
- Policy exceptions
- Sensitive complaints
- Unusual commercial requests
Must not do
- Change commercial terms without authority
- Act outside its configured permissions
- Invent customer, order or case status
- Commit the business to an unsupported outcome
Start small
Recommended first deployment
- Top recurring request types
- Resolution confirmation & escalation
Start with request types that have clear customer data, approved actions and defined escalation rules.
Find where AI employees fit in your business
Answer a few questions and we'll identify the workflows and AI employee roles with the strongest initial fit.
Results are indicative estimates based on your answers. Actual automation potential depends on workflow complexity, data quality, integrations and operating rules.
Recommended AI employees
- AI Customer Support Employee
- AI Service Advisor
- AI Client Service Coordinator
≈850 recurring staff hours/month identified for potential automation
Ready to build your first AI employee?
We'll map the first workflow, define the right AI employee, and identify the systems, knowledge and controls it needs to operate.