How five inbound channels were unified, manual triage was removed from the team, and SLA compliance reached 97%.
Managers manually read every message, identified the topic and searched for an answer. At peak hours the queue grew, and urgent requests were noticed too late.
The system doesn't replace the manager — it removes triage and provides a ready, verifiable draft reply.
Email, website, WhatsApp, Telegram and the marketplace feed into a single stream.
An LLM classifier determines the topic, priority and the right specialist.
The assistant builds a draft from the knowledge base and order history.
“Now the manager doesn't start from a blank field, but from an accurate draft. Customers get an answer right away, and the team handles the hard questions.”
Head of Customer Service • NDAWe'll show a demo on your scenarios and estimate the first automation stage in 30 minutes.