Customer service agents

The operating task

Integrate support tasks with knowledge, case systems and reliable human handoff. The business process determines information needs, permitted actions and the point where human judgement remains responsible.

Softinator's contribution

Connect knowledge, cases and customer requests to useful service actions and human handoff. The commissioned output includes service workflow and case evaluation.

Acceptance in use

Assess resolution quality and the handling of requests outside the agent's permitted scope. The engagement defines the baseline, task scope and evidence used to assess the resulting contribution.