S-07 · Customer support
Two agents, one case,
two different answers.
The answer lives across five systems the department does not control. So it depends on who picked up, and on how long they were willing to keep looking.
01 · The problem
Your agents are working as a bridge between six portals.
Answering where an order is means opening each courier in turn, copying the last scan event, and translating carrier shorthand into a sentence. Nobody notices a parcel has stopped moving until the customer chases for the second time.
02 · The work
What the day is actually made of.
- Opening six carrier portals to answer one question, then rewriting the scan event into plain language.
- Answering in Greek and in English from a knowledge base that is current in one of the two.
- Finding the answer that already exists — in a macro, in a colleague’s reply, in a policy nobody has read since it changed.
- Raising a return or a credit note in the ERP, then typing the document number back onto the conversation.
- Reviewing a sample of conversations for quality, which means most of them are never reviewed at all.
03 · What we build
What the work looks like here.
- A-001 Workflow automation The status answer assembled once, from the carrier and the order record, before the customer has to ask for it. lead time 2–6 weeks
- B-002 Custom AI agents A first line that answers from your own documents, in the customer’s language, and hands over with the whole conversation attached. lead time 3–8 weeks
- C-003 Bespoke integrations Order, carrier and conversation holding one version of what happened. lead time 1–4 weeks
04 · Where it stops
Where it stops.
- Identity verification, and everything that follows from it.
- Refund and goodwill authority beyond a limit you state before anything is built.
- A customer in distress, a complaint that names a regulator, or a safety report. Handed over at once — not after a second attempt.
05 · Governance
The failure automation adds is the second wrong answer.
A confident assistant is the wrong thing to put in front of someone who is already unhappy, so the handover is designed before the answers are. Conversations may be reviewed in full for compliance; they are not used to score a person’s manner.
06 · Next
Start with first response, not with everything.
No delivered case is published for this department yet. The work we are cleared to name is on the homepage.