- Complexity: Standard
- Deployment: Platform-native
The problem
Customer support is high-volume and repetitive: order status, refunds, returns and account changes. Volume spikes mean long waits or temporary staff, and most of an agent's day goes to requests that follow the same rules every time.
- Routine refunds, returns and account updates fill the queue
- Volume spikes create long waits for every customer
- Scaling support means hiring in proportion to volume
- Complex cases wait behind routine ones
The solution
A support workflow holds the conversation, checks the knowledge base and the customer's account, resolves routine requests and escalates anything outside policy.
- Reads the customer's message and asks clarifying questions across multiple turns
- Checks the knowledge base and the customer's account status
- Determines the request type: refund, account update or return
- Resolves the request against the CRM and payment systems, or escalates it
- Sends the customer a confirmation
Where people stay in control
- A support representative reviews any case involving fraud, disputes or policy exceptions
- Out-of-scope requests hand off to the human team with the conversation attached
- Refund and account rules come from the company's own policies
Systems and data
The workflow reads the knowledge base for policy answers, the CRM for account details and history, and payment systems for refunds. Every action is recorded against the customer's account.
- CRM
- Knowledge base
- Payment systems
Results
- 2.3 million conversations handled in the first month of the documented deployment
- 50 percent of queries resolved instantly, with resolution time 25 percent faster
- Customer satisfaction matched human agents, with output equivalent to 700 full-time agents
Why platform-native
Routine resolutions follow the company's written policies, and every exception goes to a person. It runs well platform-native, directly on the model platform with Altivus providing monitoring and governance.
Frequently asked questions
Can AI process customer refunds?
Yes, for requests inside the company's refund policy. It checks the account and processes the refund, and cases involving fraud, disputes or exceptions go to a representative.
Do customers get worse service from an AI agent?
In the documented deployment, customer satisfaction matched human agents while resolution time improved by 25 percent.
What does the AI hand to a person?
Anything involving fraud, disputes or policy exceptions, plus any request outside its scope, with the conversation attached.