Faster answers, fewer swivel-chair tasks.
LLM triage, attended assistants and back-office bots that clear routine requests so agents spend their time on the customers who need them.
Agents spend more time searching than helping.
A single refund request touches the helpdesk, the order system, the payment gateway and a warehouse returns log. Agents switch between five screens, copy references by hand and wait on back-office teams. Queues grow on Mondays and after every sale.
We classify and enrich every inbound request, resolve the routine ones end to end through APIs and bots, and hand the rest to agents with the context already gathered. Refund limits, fraud checks and tone rules are enforced in the flow.
Intent, priority and customer identified before a person reads the message.
Order status, address changes and eligible refunds closed without hand-offs.
Agents receive the history, the order and a suggested reply.
Automations we build for customer operations.
Email and ticket triage
LLM classification of intent, product, language and sentiment, with entities extracted and the ticket routed to the right queue.
01Order status responses
Look up orders and carrier tracking by email, phone or order ID and reply with the current status and expected date.
02Refunds and returns
Check eligibility windows, item condition and payment method, create the return, trigger the refund and notify the customer.
03Customer master updates
Validate and apply address, contact and KYC-light changes across CRM, billing and ERP with duplicate checks.
04Complaint classification
Tag complaints by root cause and severity, flag regulatory or escalation keywords, and feed weekly trend reports.
05Chat-to-agent handoff
Bots and assistants pass the transcript, verified identity and order context to a live agent without asking the customer again.
06One refund request, resolved.
An unattended run for a return-and-refund email received by the support desk.
What well-run service automation delivers.
First routing
Every inbound message is classified and queued as soon as it arrives.
Self-service resolution
Routine status and refund requests close without an agent.
Handling time
Agents start with the context and a suggested response already in place.
Root-cause view
Consistent complaint tags show what drives contact volume.
The service systems we work with.
Helpdesk and CRM
Commerce and orders
Payments and logistics
Messaging
AI
Will customers know they are talking to a bot?
We recommend that they do. Assistants identify themselves and offer a person at any point.
How do you stop an LLM from promising something wrong?
Replies use approved templates and grounded facts from your systems. The model fills fields; it does not invent policy. Anything outside the template goes to an agent.
What about refund fraud?
Auto-approval is limited by value, customer history and return frequency. Anything outside those limits goes to a person.
Can this work in Indian languages?
Classification and replies can handle major Indian languages. We test accuracy per language on your own messages before enabling auto-replies.
Do we need to replace our helpdesk?
No. We integrate with the helpdesk you run through its APIs and keep agents in the tools they know.
Find your first ten automations in two weeks.
A structured discovery sprint that maps your processes, scores them for automation potential and hands you a prioritised roadmap with effort and payback for each.