The context
Retail contact-center volume is dominated by a small number of intents: order status, returns, loyalty questions, product issues. The long tail is real but small. The team is large.
Why it doesn't scale today
Self-service IVRs and chatbots failed the customer because they handled the easy stuff and then handed off a confused, partial context to the human agent. The agent had to start over. The customer was angry twice.
What we ask in week one
- iWhich of your inbound intents can a workflow resolve end-to-end without a human, at a confidence your CX leadership will accept?
- iiWhen the handoff to your live agent does happen, what context do they see — full state, not transcript?
- iiiHow do we keep the loyalty / retention play in the same workflow, not in a separate tool your agent has to fight?
- ivFor each intent class, what's the right metric for your team — first-contact resolution, CSAT, or handle time?
What we build
An agentic CX layer over the existing contact-center stack: resolves what it can, escalates with full context what it cannot, surfaces loyalty / retention opportunities in line. The human agent is the senior partner — not the cleanup crew for a bot.
Why we're the right squad
We have shipped agentic CX inside consumer-grade contact centres (Ocado-class volume). Our squads include former CX operators who know what the agent will and won't accept, and what compliance will and won't sign off on.