Handle more volume without adding headcount.

We integrate with Zendesk, Freshdesk, Salesforce Service Cloud, ServiceNow, HubSpot, Intercom, and several regional CRM platforms. We also connect to WhatsApp Business API, email, live chat, and social messaging channels. If your ticketing system has an API or webhook capability, we can work with it. We confirm integration feasibility during discovery before scoping the engagement.

We automate the data retrieval and routing steps, not the customer conversation. Customers interact with your agents for anything requiring judgment, empathy, or relationship context. The automation makes agents faster and better-informed by the time they open the ticket: customer history, account data, and relevant context are already loaded. Where we do automate full responses for high-volume, low-complexity inquiries, those responses are written to match your brand voice and reviewed against quality criteria before deployment.

Yes. We support English and Afrikaans natively for South African operations. For other languages, we use translation integration with human review for quality-sensitive contexts such as complaint handling. Language detection on incoming tickets routes automatically to the appropriate team or queue. We disclose the languages we support natively versus via translation before scoping an engagement.

We track three metrics specifically for automated interactions: first-contact resolution rate (did the automation resolve the issue without a follow-up contact), customer satisfaction score on automated interactions versus agent-handled interactions, and the escalation rate following automated responses. If automated responses underperform agent responses on any of these metrics by a meaningful margin, we pull them back and retrain before redeploying.

We run parallel for four weeks, handling a defined subset of ticket types while your team continues to handle the full volume. You compare our outputs to yours daily. We expand the scope we handle only when our quality matches yours on the parallel-run sample for two consecutive weeks. Full handover typically takes six weeks from the start of parallel running. You retain visibility throughout.

Sensitive interactions are identified by keyword matching, sentiment scoring, and topic classification and routed directly to experienced agents without passing through any automated response layer. Categories defined as sensitive in our configuration include formal complaints, legal threats, account closures, and any interaction flagged as high-value by your CRM segmentation. The automation handles volume. Human judgment handles the interactions where the relationship is at stake.