// Customer support
Give support instant access to customer context
An example of identifying the customer, collecting order, payment and delivery context and preparing an answer draft, while complex requests go to a person.
Automation Example. Example workflow, not a customer case study.
The situation
Customers write by email, Telegram, chat, Instagram and the website form, and they call. For every request the support agent looks up the customer, the order, the delivery, the payment, the history and previous requests in several systems before answering.
Before automation
- SystemA request arrives in one of the channels
- PersonAgent identifies the customer
- PersonAgent looks up the order and the delivery
- PersonAgent checks the payment and the history
- PersonAgent searches for the right answer
- PersonAgent writes the reply
Where the work breaks
- Most of the handling time is spent searching, not answering.
- Answers differ from agent to agent.
- Urgent requests wait behind routine ones.
- Context is lost when a request is passed on.
- The same questions are researched again and again.
What Agentoriq automates
- TriggerA customer request arrives
- AIThe intent is classified
- AutomatedThe customer is identified
- SystemOrder, payment and delivery context is collected from the CRM and order systems
- AIApproved knowledge is retrieved
- AIAn answer draft is prepared with the sources it used
- Requires approvalRoutine requests: the agent checks the draft and sends it
- PersonComplex or sensitive requests go to a human agent with the context attached
Systems connected
Each system is connected through its available API, webhooks, database access or a custom connector. The approach is confirmed during the audit.
- Telegram
- Website chat
- Telephony
- CRM
- Order system
- Knowledge base
Human control
AI support is not fully autonomous here: a person reads what goes to the customer.
- AutomatedClassification, customer lookup and context collection
- Requires approvalReplies to routine requests
- Human decisionComplaints, refunds and account changes
- Human decisionAnything the knowledge base does not cover
After automation
- TriggerA request arrives
- AutomatedContext and a draft answer are ready in one place
- Requires approvalThe agent reviews and replies
- ResultComplex cases reach the right person with the full history
Expected outcomes
- Shorter time to a reviewed reply.
- Less repetitive searching.
- More consistent answers.
- Complex cases reach a person sooner.
- Context is kept when a request is handed over.
Show us the workflow your team still handles manually.