One support agent across chat, voice and WhatsApp
The problem
Customers contact the company on many channels and get inconsistent answers; compliance requires careful escalation.
The workflow
- 1
Define procedures
CX and compliance teams write the procedures the agent must follow, including mandatory handoffs.
- 2
Deploy across channels
One agent configuration is deployed to chat, voice and messaging channels.
- 3
Test before go-live
Simulated conversations and A/B experiments are run before broad rollout.
Expected outcome
Consistent answers on every channel with documented escalation rules.
Qualitative. We do not publish time-saved or ROI figures until we have measured them.
The stack
Omnichannel customer agent
Sierra
Sierra
AI agents for better, more human customer experiences.
Alternative with AOPs, simulations and experiments
Decagon
Decagon
Build, optimise and scale AI customer agents.
Alternative enterprise CX platform
Ada
Ada
The agentic customer experience platform.
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