Once you're on Fully Operated CX, your support runs on a steady rhythm. Here's what happens behind the scenes each day.
What we do | How it works |
Handle every enquiry | A customer reaches out through any connected channel. The AI agent responds first, resolving what it can accurately and on-brand. Anything it can't resolve is escalated to the support layer we manage, with the full conversation and customer context attached, so nothing is repeated and nothing is lost. |
Monitor the operation | Through the day, we watch live volume, response times, and resolution rates. When something spikes, breaks, or trends the wrong way, we act on it rather than waiting for you to notice. |
Keep the system current | As your products, policies, and help content change, we retrain the AI agent and update workflows so answers stay accurate. You send us the change; we action it. |
Review quality | We sample conversations across both the AI agent and the human layer, checking them against your standards and correcting where needed, so quality holds as volume grows. |
Keep you informed | You set the goals and see the results through regular reporting and your account lead. The day-to-day running sits with us. |
What We Need From You
The operation runs smoothly when you keep us updated on changes that affect support: new products, policy updates, promotions, or anything that will change what customers ask. A quick message in your shared channel is enough. We handle the rest.
š¬ Still Have Questions?
Our team responds to every message within 24 hours. Start a conversation and your account lead will walk you through it.