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).