The Challenge
Ecommerce support was scattered across six different apps. Customers asked the same question on three of them. Agents lost context on every handoff. The team needed one inbox, smart automation, and the ability to step in instantly without breaking the conversation. Customer conversations were split across six apps. Repetitive questions burned agent hours. Context was lost every time a human took over. And there was no single view of who was talking to who.
The Solution
One dashboard that pulls in every channel, with an AI agent that understands intent, answers common questions, and escalates the tricky ones. Agents can pause the AI mid-conversation, take over with the full chat history intact, and hand it back to automation without dropping a single message.
Key Results
- Six channels unified in one dashboard
- 90% of routine support automated
- First-response time down 85%
- Instant human takeover with zero context loss
- Centralized monitoring across every conversation
