Routine enquiries
Answer common questions from approved knowledge and service content.
AI customer service
AI customer service for routine enquiries and controlled escalation.
Use chatbots, voicebots, approved knowledge and workflow integration to handle routine enquiries, collect context and support controlled escalation.
Faster routine supportConsistent approved answersClear team escalation
Illustrative service scenario
Service assistantLive
I was charged twice for my monthly plan.
I can help. I found two transactions and one appears to be pending. Would you like me to open a review?
Knowledge checkedWorkflow ready
Voice request understood
↗
Escalation preparedContext included for the service team
One service layerChat, voice, knowledge, workflows and teams
01 Understand
02 Resolve
03 Escalate
04 Improve
Where AI adds value
Repeatable service work with controlled escalation for complex cases.
AI responses can be configured around approved knowledge sources, operating rules and authorised integrations. The scope depends on the systems, permissions and use case.
Guided processes
Collect required information and guide customers through repeatable tasks.
Authorised workflow actions
Where integrated and permitted, prepare or initiate agreed service actions.
Controlled escalation
Route complex or sensitive matters to the appropriate team with relevant context.
Interactive service scenarios
One customer need across chat and voice.
Responses, actions and escalation paths vary by channel while the same controls remain in place.
Illustrative service scenario
IA
Connected
Iris service assistantChat · Billing support
Suggested actionOpen billing reviewCustomer and transaction context will be attached.
Knowledge and workflow integration
Knowledge and workflow integration.
Iris can help connect AI service journeys with approved content, customer records, contact-centre platforms and operational workflows. The precise integration model depends on the systems, permissions and use case.
- ✓ Policies, FAQs and service procedures approved by your organisation
- ✓ CRM, account and customer-context connections
- ✓ Cases, requests, payments and service workflows
- ✓ Reporting, review and operational monitoring
AI service layerUnderstand · Respond · Act · Route
KBOrganisation-approved contentPolicies, FAQs, procedures
CRMCustomer contextAccounts and history
WFService workflowsCases, actions and updates
CSService teamsEscalation and follow-up
Quality, control and monitoring
Knowledge, boundaries, escalation and review controls.
AI service quality depends on the information it can use, the actions it is allowed to take and the situations it must escalate. Those controls should be designed before launch and reviewed in operation.
Organisation-approved content
Define the content sources, owners and update process behind each response.
Response boundaries
Set the topics, actions and wording that the assistant can use safely.
Escalation rules
Route uncertainty, sensitive matters and exceptions to the appropriate team.
Access and review
Control data and system access, review conversations and improve knowledge, prompts and workflows over time.
Privacy, security, data handling and regulatory controls are defined for each organisation, market and use case during solution design.
Focused AI service use cases
Which repeatable customer enquiry is the strongest candidate for automation?
Discuss the enquiries, systems, channels and service teams involved. We will define a focused AI customer service use case.