Customer Service & Order Support
For contact-centre and digital-care agents handling the small, repeatable set of intents that carry most retail service traffic — where is my order, can I return this, is it in stock, what does the policy say.
It classifies intent against the taxonomy, assembles customer, order, loyalty and delivery context while detecting contradictions between sources, retrieves the approved answer, and either drafts the resolution in channel and tone or builds a structured handoff packet.
The design bet is reliability over reach: a confident wrong answer costs more than an escalation.
How it works
- Classifies intent against the taxonomy (deterministic).
- Consolidates customer, order, loyalty and delivery context; flags contradictions.
- Retrieves the approved answer with its citation.
- Drafts the resolution in the customer’s channel and tone.
- Builds the structured escalation when confidence is below threshold.
Example scenario
Delivered-not-received, with refund-now pressure and a chargeback threat.
- The intent resolves to delivered-not-received, which outranks a routine order-status read.
- The carrier scan contradicts the customer’s account — the contradiction is recorded with its citation, and the interim reply never disputes the customer directly.
- The instant-resolution gate is not met on tier or value, so it routes to investigation with the clock attached, and goodwill is recorded as a proposal for a human.
A naive agent promises the instant refund.
What you bring
Knowledge articles, CRM case history, OMS order status, loyalty records, delivery and carrier status, product documentation, approved scripts and service policy.
Boundaries
Resolution drafts and escalation packets. It does not issue goodwill credit, change payment details or grant an unsupported policy exception.