Fully Operated CX is our top service. Once your system is built, we run the whole operation for you across two parts: the system and the people. You set the goals; we deliver them.
Part 1: The System
We run the technology behind your support day to day.
Area | What we do |
The AI agent | Train, tune, and continuously improve the AI agent so it resolves as many enquiries as possible accurately and on-brand, retraining it as your products, policies, and help content change. |
Platform and workflows | Keep the system current: configuration changes, new automations, routing updates, integrations, and data cleanup as your process evolves. |
Reporting and analytics | Clear reporting on what matters: resolution rates, response times, CSAT, and where enquiry volume is coming from, so you can see the operation working. |
Part 2: The People
We run the human side of your support, so the conversations your AI agent can't resolve still get handled.
Area | What we do |
The support layer | The conversations the AI agent escalates reach a trained support layer we manage on your behalf. Your customers get a resolution; you stay out of the queue. |
Quality and coaching | Review responses across both the AI agent and the human layer against your standards, coaching and correcting so quality holds as volume grows. |
A dedicated account lead | One point of contact who knows your business, owns the relationship, and makes sure the operation delivers against the goals you set. |
Flexible scope
Both parts are available together or on their own. Many customers take the system layer first, keeping the AI agent, platform, and workflows managed while their own team handles the queue, then add the people layer as volume grows. We'll scope the right combination with you on a call.