Useful automation starts by understanding the real work, before choosing a tool. This guide helps you make that decision with data, tests and clear ownership.
Where it fits your workflow
We design voice, messaging and support flows connected to your data, with human handoff. We connect approved channels with your knowledge base and team tickets.
How to plan the implementation
Write test conversations with common questions and difficult cases. The agent needs access only to information it may share and a clear route to a person.
Before implementation, map the source data, the expected outcome and the person who approves exceptions. Check which systems offer an API and which steps need manual review.
What to measure and when to step in
Set a baseline and monitor calls resolved, correct handoffs and enquiries needing a person. An automatic outcome is not necessarily a correct one: keep uncertain cases visible and record staff corrections.
Evaluate wrong transfers, invented answers and requests the agent should not handle.
AI ticket classification
We read each ticket subject and body to suggest category, urgency and owning team. Exceptions stay visible and a person can correct the classification.
See how we build it ↗What comes next?
Choose one workflow, document how it works today and note the time it takes and common errors. With that baseline, we can define a small test before expanding the automation.