Pick one request type
Choose a frequent, well-documented question, such as delivery status or returns, with a clear owner.
04 Where it works · Customer operations
AI for customer service teams, with people in charge.
veridive helps service teams answer faster and more consistently, without losing the human judgment customers trust.
Illustrative application. Your workflow, data and goals shape the solution.
04Customer operations
What is customer operations AI?
Customer operations AI helps service teams answer faster and more consistently. It suggests replies with sources from the knowledge base and order data, routes requests by intent, summarizes conversations and supports quality review. veridive designs it so agents approve every reply, sensitive cases always reach a person, and customers keep the human judgment they trust.
How does service work run today?
In a typical contact center, agents switch between the ticketing tool, the order system and a knowledge base that is partly out of date. The same questions arrive every day by email, chat and WhatsApp, and answers vary by agent and channel. Quality teams can review only a small sample of conversations, so problems surface late.
How does it work?
- Connect
- Knowledge base and policies
- Order and account data
- Past conversations
- Ticket categories and routing rules
- Assist
- Suggested replies with sources
- Intent routing
- Conversation summaries
- Quality review
- Keep people in control
- Agents approve every reply
- Sensitive cases always go to a person
- Low-confidence answers are escalated, not guessed
- What to measure
- Handling time
- First-contact resolution
- Quality scores
- Customer satisfaction
Which systems does it connect to?
04.1 Use cases
Where can it help?
- i
Suggested replies with cited sources
Drafts that quote the policy or order record they rely on, so agents can check before sending.
- ii
Intent routing
Requests sorted by topic and urgency, so the right team sees them first.
- iii
Summaries and handovers
Long threads summarized when a case changes hands, with the open questions listed.
- iv
Knowledge gap finder
Questions the knowledge base can’t answer are collected for the content owner.
- v
Quality review on every conversation
Each conversation checked against agreed criteria, with the evidence quoted.
Fix the sources
Agree which policies and data the answers may use, and bring the key articles up to date.
Pilot with a small group of agents
Agents use suggested replies on live tickets and rate each one, and quality is compared with the baseline.
Decide on scale
Extend to more agents and request types only when the pilot meets the agreed criteria.
Questions
Questions about AI in customer service
Will an AI chatbot replace our support agents?
That is not how we design it. The system drafts replies, routes requests and summarizes conversations, and agents approve what customers receive. Sensitive cases always go to a person. The aim is to take the searching and retyping out of the job, so agents spend more of their time on the cases that need judgment.
Can it answer customers on WhatsApp?
It can draft answers for WhatsApp Business conversations, and agents approve them before they are sent. WhatsApp, email and chat are typical channels in customer operations projects; we connect through the platform you already use and agree up front which requests, if any, may ever be answered without a person.
Same questions, every day?
Tell us which ones. We will reply within one business day with a recommended first step.