/01 · Solutions
Possible solutions.
/01
Triage and routing
Every email, form or message is read, sorted by reason, urgency and customer, then sent to the right team.
/02
Drafted answers
Answer drafted from the knowledge base and the customer’s history, with its sources.
/03
First line on chat and phone
It introduces itself as an AI, answers simple questions and hands over to an advisor, with a summary.
/04
Summaries in the CRM
After every call or ticket, the summary, reason and next step are written to the customer record.
/05
Recurring pain points
Every week, recurring reasons are grouped and counted for the product and quality teams.
/02 · Execution
Execution example.
/03 · Measurement
Indicators tracked.
Measured before, then every month. No figure promised.
- 01Time to first response
- 02Share of requests resolved without escalation
- 03Reopen rate
- 04Satisfaction after contact
/04 · Guardrails
Guardrails.
In the code, from day one.
- Agents in contact with customers introduce themselves as AI.
- A goodwill gesture above the set threshold waits for an advisor.
- A customer can always ask to speak to a person.
/05 · Systems
Connected systems.
And any tool with an API or files.
/06 · See also
Related functions.
/05
Sales
Qualified leads, prepared meetings, an up-to-date CRM, answers to tenders.
/06
Internal knowledge
An assistant that answers the teams from internal documents, sources cited, permissions respected.