Configured service agent
24/7 support on WhatsApp, web chat, email, voice chat, etc. with your brand tone and escalation rules.
Autonomous Service & After-Sales Agent
Customer Service Agent
Resolve support inquiries in seconds, check order statuses in your ERP, and escalate critical cases with empathy and precision 24/7.
Intelligence Engine
Technology Stack
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Google Gemini
ClaudeContinuous support with urgency detection
Diagnosis
From backed-up tickets to resolved answers
We compare your current support operation with the model assisted by governed AI agents.
Current situation / Problem
- Slow response times and ticket backlogs building up over weekends.
- Disconnect between the support CRM and the inventory system or ERP.
- User frustration with rigid, menu-driven chatbots.
Awtana Solution
- Immediate response with a containment rate above 60%.
- Real-time lookup of shipment and order statuses.
- Empathetic natural language processing with urgency detection.
Roadmap
Deployment work phases
A gradual, auditable rollout with verifiable criteria at the close of each phase.
- Phase 00
Guardrail Definition & RAG Knowledge Base
Service policies, response limits, and loading manuals, FAQs and after-sales policies into the vector database.
Guardrails approved and knowledge base indexed.
- Phase 01
Response & Escalation Flow Modeling
Design of intents, critical responses and rules for routing to a human agent based on urgency and case type.
Flows validated with the service team.
- Phase 02
Integration with HubSpot Service Hub / Intercom / ERP
Connection to tickets, conversations and order or shipment inquiries in the ERP, with full traceability.
Agent operating on production channels.
- Phase 03
CSAT & Resolution Rate Monitoring
Dashboard for containment, satisfaction and first-response times, with continuous improvement cycles.
CSAT and containment in sustained improvement.
Integrations and deliverables
What remains running on your service desk
The agent connects to the channels and systems your support team already uses.
Transaction and status lookup
ERP integration to answer questions about request status, transaction history, procedures and real-time operational updates.
Context-aware escalation
Routes critical cases to the human team with a summary, history and priority already classified.
Governance dashboard
Metrics on containment, CSAT, recurring topics and the quality of responses delivered.
Investment Model: Setup Fee (Deployment) + Monthly Retainer (Maintenance, tokens and monitoring).
RESULTS & CLIENTS
- >60%
- Target automated containment
- 300+
- Projects delivered
- 98%
- Customer satisfaction
Professional and willing to help
“Excellent experience with Awtana implementing HubSpot Service Pro: they supported us throughout the entire process.”
Verified HubSpot Partner Review
FAQ
Frequently asked questions
Direct answers to the most common questions from sales and technology teams.
What does the Customer Service Agent solve?
It handles support requests 24/7, checks the status of requests in the ERP in real time, and escalates complex cases to a representative.
- Immediate answers about orders, shipments, and after-sales support.
- Creation and updating of tickets in the CRM.
- Escalation with full context when appropriate.
Is information shared with the agent used to train models?
No. Operations are governed by zero-retention agreements: data sent to the models is neither stored nor used for training.
- Enterprise APIs with contractual zero data retention.
- Data isolation by customer, with no shared context between instances.
- Encryption in transit and credentials managed in a secrets vault.
- Option to mask sensitive fields before sending them to the model.
Does the agent use RAG or fine-tuning to understand the business?
It uses RAG with the company's own knowledge base, allowing information to be updated without retraining the model.
- RAG: retrieves documents, policies, and catalogs before responding.
- Immediate updates when a source document is uploaded or modified.
- Fewer hallucinations: every response is grounded in verifiable content.
- Fine-tuning is reserved for style or format adjustments.
How do you ensure it does not provide incorrect information to a customer?
The agent responds only from verified sources—ERP, CRM, and the knowledge base—and escalates when it cannot find supporting information.
- Live queries to the source system for transactional data.
- Confidence threshold with automatic escalation.
- Restricted topics: legal claims, collections, and financial data.
Which channels does it operate on?
It operates on WhatsApp Business API, web chat, email, and service platforms such as Intercom.
- Conversation continuity across channels for the same customer.
- Extended 24/7 availability with human handoff during business hours.
- Full history recorded in the CRM ticket.
How does escalation to a human agent work?
The case is transferred with an automatic summary, a classification of the reason for contact, and the full conversation history.
- Assignment by queue, priority, or product type.
- Immediate notification to the responsible team.
- Measurement of handoff time and subsequent resolution time.
How long does implementation take?
Between 5 and 8 weeks, depending on the complexity of the ERP integration and the size of the knowledge base.
- Weeks 1-2: case taxonomy and knowledge base.
- Weeks 3-5: ERP and CRM integration, internal testing.
- Weeks 6-8: pilot by case category and adjustments.
Which metrics can be used to measure its impact?
Metrics include the resolution rate without human intervention, first response time, customer satisfaction, and the volume handled outside business hours.
- Percentage of cases closed autonomously.
- Reduction in average response time.
- CSAT after interacting with the agent.