CAP-01Active
Omnichannel Orchestration
One agent, every channel. Route conversations across voice, chat, email, and SMS. Customers get consistent, context-aware support no matter where they reach you.
SHEET 01For VP Customer ExperienceCX
Unify support channels, resolve faster, delight customers
Deploy AI agents that orchestrate omnichannel support, resolve issues automatically, and give your team intelligence to improve the experience.
92.4%CSAT Score
70.1%First-Contact Resolution
< 8sAvg Response Time
- 11:42Voice call · billing disputeResolved
- 11:39Chat · order status #48217Deflected
- 11:36Escalation · VIP churn riskRouted
70%Auto-resolution rate
45%Faster resolution
92%CSAT score
<3 wksTo production
SHEET 02Core CapabilitiesCAP-01..03
Support automation built for scale
Enterprise-grade agents that orchestrate omnichannel support, resolve issues, and deliver customer intelligence, 24/7.
CAP-02Active
Resolution Intelligence
Agents solve issues faster by surfacing relevant docs, past tickets, and next-best-actions. Your teams get smarter, your customers get answers quicker.
CAP-03Active
Customer Journey Analytics
Understand every interaction. Agents track sentiment, identify friction points, and surface patterns your team can act on to improve the experience.
SHEET 03Support OperationsOMNICHANNEL
Omnichannel support automation
Agents handle routine inquiries across all channels: chat, email, voice, social. Context flows between channels, escalations route to the right team, and customers never repeat themselves.
AI agents for customer experience are autonomous systems that handle routine support interactions across every channel: voice, chat, email, SMS, and social. They maintain full conversation context, detect customer sentiment in real-time, and intelligently route complex issues to the right specialist, enabling your team to focus on high-value interactions that drive loyalty.
ChannelVolumeResolutionAvg handleCSATStatus
Voice12.4K/mo68%4m 12s94.1%Healthy
Chat28.6K/mo76%2m 48s91.8%Healthy
Email8.2K/mo62%1.4 hrs89.2%Improving
SMS6.1K/mo71%3m 04s93.4%Healthy
Social3.8K/mo58%22 min87.6%Monitoring
5 channels 59.1K interactions/mo 92.4% avg CSAT
SHEET 04Experience AnalyticsSENTIMENT
Customer journey intelligence
Track every touchpoint. Agents monitor sentiment, identify repeat issues, detect churn signals, and alert your team to intervention opportunities before customers leave.
TopicSentimentVolumeEscalationTrendStatus
Billing & PaymentsNeutral14.2K6.2%StableManaged
Order & DeliveryPositive11.8K4.1%ImprovingManaged
Account AccessNegative8.4K14.8%RisingAttention
Product ReturnsNeutral6.2K9.3%StableManaged
Technical SupportNegative4.7K18.2%RisingAttention
OnboardingPositive3.1K2.8%ImprovingManaged
6 topics 8.4% avg escalation real-time sentiment
SHEET 05Use CasesCX
Use cases that elevate customer experience
From voice support to omnichannel automation: see the AI use cases transforming how you serve customers.
UC-01
Customer Service Automation
Deploy AI agents that resolve tier-1 support requests end-to-end — across chat, email, and messaging channels — with full context from your CRM, knowledge base, and order history.
UC-02
Patient Intake & Clinical Triage
Automate patient registration, insurance verification, and symptom-based triage. Agents collect structured intake data, flag high-acuity cases, and route patients to the right care pathway.
UC-03
Voice-Powered Customer Support
Replace legacy IVR trees with natural voice agents that resolve calls end-to-end. Sub-200ms latency, real-time sentiment detection, and seamless handoff to human agents when needed.
UC-04
Voice-Based Order Tracking
Customers call and get real-time updates on shipments, delivery windows, and returns — no hold queues, no transfers. Voice agents pull live data from your OMS and logistics platforms.
UC-05
Multilingual Voice Banking
Serve customers in 30+ languages with voice agents that handle balance inquiries, transaction disputes, card activations, and branch routing — with full PCI-DSS compliance.
UC-06
Social Media Intelligence & Response
Monitor brand mentions, sentiment, and competitive activity across social channels. Agents triage inbound messages, draft responses, and surface trending topics for your content team.
SHEET 06ReferenceAEO
The term, defined
Definition
Agentic Enterprise Orchestration (AEO)
An AI agent that runs autonomously to manage customer interactions, resolve issues, and gather intelligence across all support channels 24/7, with full audit trails, quality monitoring, and human-in-the-loop controls. AEO systems for customer experience enable omnichannel orchestration at enterprise scale without adding headcount.
SHEET 07Customer GovernanceGOVERNED
Every interaction governed, every resolution tracked
Escalation rules, quality monitoring, and complete interaction audit trails protect your brand at every touchpoint.
01Contact Channels
Voice, chat, email, SMS, social
02Context Engine
Unified customer profile, history, sentiment
03Quality Governance
Escalation rules, tone monitoring, CSAT thresholds
04Resolution Engine
Resolve, deflect, escalate, follow-up
OUTCX Outputs
Resolutions, insights, CSAT reports, alerts
Escalation Governance
- Sentiment-triggered routing
- VIP priority rules
- Manager override paths
- Churn risk flagging
Quality Monitoring
- Tone & empathy scoring
- Resolution accuracy checks
- Script compliance tracking
- Real-time coaching alerts
Channel Governance
- Cross-channel context sync
- Channel capacity rules
- Fallback routing policies
- After-hours automation
Audit & Compliance
- Interaction recording & logging
- PCI-DSS masking for payments
- GDPR consent tracking
- Full conversation audit trails
92%CSAT maintained
70%Auto-resolution
< 8sResponse time
5Channels unified
SHEET 08Integration Ecosystem120+ SYSTEMS
Connect to your entire customer experience stack
Agents integrate with your CRM, ticketing platform, knowledge base, and analytics tools. Explore all integrations.
CategorySystemsCountSync mode
CRM & Customer DataSalesforce, HubSpot, Dynamics 365, Zoho22Bidirectional
Help Desk & TicketingZendesk, Freshdesk, ServiceNow, Intercom18Bidirectional
Voice & TelephonyTwilio, Genesys, Five9, Amazon Connect14Bidirectional
Chat & MessagingIntercom, Drift, LiveChat, WhatsApp Business16Bidirectional
Analytics & CDPSegment, Amplitude, Mixpanel, Pendo12Read + Sync
Knowledge & ContentConfluence, Notion, Guru, Helpjuice10Read-only
Social & ReviewsSprinklr, Hootsuite, Trustpilot, G28Read + Sync
120+ pre-built connectors for customer experience. Open APIs for custom integrations. Explore all integrations →
SHEET 09Sign-offREADY
Ready to transform your customer experience?
Let's explore how AI agents can unify your support channels, resolve issues faster, and improve CSAT, without scaling your team.
- Audience
- VP Customer Experience
- Platform
- 120+ integrations · 5 channels
- Lead time
- Pilot to production · under 3 weeks
- Sheet
- 9 of 9 · CX
92% CSAT Score
Faster resolutions, consistent experiences, and proactive engagement lift satisfaction.
View customer results< 3 Weeks to Production
Agents deployed, trained, and handling tickets within weeks.
See deployment timeline70% Auto-Resolution
AI handles routine issues. Your team focuses on high-value interactions.
Learn more