Cognitive Service
Scale and stability in customer support. Integrating Natural Language Processing into support workflows, with structured handoffs to human operators.
Gargalo Atual
Rigid decision-tree chatbots that cause frustration, excessive time in triage queues, and loss of interaction history during channel transitions.
Solução Earendel
Implementation of validated contextual agents that understand non-linear intents, solve issues at the first level, and transfer consolidated data to human support.
Cenários de Aplicação
High volume of repetitive support tickets.
Bottlenecks and slowness in customer onboarding due to extreme reliance on manual interactions.
Need to scale 24/7 technical support without increasing payroll costs.
Support team overload during peak hours or outside business hours.
Difficulty in maintaining standardization and technical governance in responses provided by the support team.
Escopo da Entrega
Omnichannel Agents
Omnichannel Support Agents (unified across WhatsApp, Web, and Social).
Copilot for Agents
Copilot for Human Agents (real-time response suggestions).
Cognitive IVR
Voicebots and Cognitive IVR (AI-guided voice service).
Routing and Analysis
Triage, Routing, and Sentiment Analysis.