Choose appropriate enquiry types.
Begin with the real work, the people involved and a clear definition of what a useful outcome would be.
Contact Centre
A good conversation deserves continuity.
Explore assistance for a bounded set of enquiries. Connect reviewed knowledge and customer context, with a clear transfer to a person when the conversation needs care.
Start a conversationSHAPE A USEFUL FIRST STEP
The right questions.
A considered beginning.
Review knowledge and response boundaries.
Confirm the information, connections and permissions needed to support this part of the workflow.
Preserve context in the human handoff.
Use representative examples to test the approach with the people who will own and operate it.
THE WORKING DAY
The agent prepares.
The person decides.
A working day shared by the assistant and the advisor. The agent prepares, the person decides, and every hand-off is marked. Move through the day or choose a hand-off.
AssistantPrepares
Answers delivery questionsGathers the details of a complaintAnswers billing questionsDrafts the follow-upLists questions it could not answer
AdvisorDecides
Takes the complaint, with full contextChecks and sends itUpdates reviewed answers
Hand-off · Assistant to Advisor
Follow-up ready
A drafted reply, prepared for the advisor to check and send.
PART OF A CONSIDERED WHOLE
Connected through Lumen.
Give your people AI colleagues that work alongside them on their own devices: they understand the context, take on the busywork and carry work through to a meaningful outcome.
A starting point for discovery. Specific capabilities, integrations and deployment requirements are agreed with your team.