Classify
Understand the request, urgency, sentiment, and likely customer objective.
Support solution
Resolve faster without flattening the customer experience.
Handle routine service work within policy and hand high-risk moments to people with the relevant history, reasoning, and proposed resolution attached.
02.2
Example signal
A billing dispute arrives with urgency, repeat-contact history, and language that signals churn risk.
Ready for diagnosis
A concrete relay
A billing dispute arrives with urgency, repeat-contact history, and language that signals churn risk.
Resolve
Retrieve account and policy context and prepare a bounded resolution path.
Escalate
Send exceptions, sensitive cases, and high-value credits to the right support lead.
Continue
Preserve one conversation and one history across the automated and human handoff.
Pilot measureTime to resolution
Baseline → agreed target → observed result
Control points to scope
✓Refund and credit thresholds
✓Policy exceptions
✓Sensitive customer records
✓Named escalation owner
The next relay
Diagnose the first support solution relay.
Start with one customer journey, one measurable outcome, and explicit approval boundaries.
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