Solutions · Customer operations
Resolve operational requests without the internal relay.
Most customer operations traffic is not complaints. It is questions with answers that already exist in a system (where is my order, when does it ship, can I have the documentation), and each one costs a person several system lookups and a written reply.
- Stage
- Expansion workflow
- Deployment
- Deployed inside your infrastructure
- Owner
- Customer operations
Today
What request handling costs you today.
The answer usually takes seconds to find. Finding out which system holds it is the job.
Read the request
Work out what it is actually about
Find the customer account
Look up the order, shipment or invoice
Check the relevant operational system
Draft the reply
Escalate it if it needs a decision
Update the record
With oktogonAI
What the agent does instead.
Classification, retrieval and response, with a firm boundary around anything commercial.
- 01
Read and classify
Determines what the request is actually about (order status, delivery date, documentation, pricing question, returns, complaint) rather than matching on keywords.
- 02
Identify the account
Matches the sender to the customer, and the request to the specific order, shipment or invoice it refers to.
- 03
Retrieve
Looks up live status across the ERP, warehouse system, carrier tracking and document storage, so the answer reflects the current state rather than the last update someone remembers.
- 04
Decide
Applies your rules on what it may answer directly, what needs a person, and what escalates immediately.
- 05
Act
Updates records, retrieves or issues documentation, or triggers the correct internal workflow.
- 06
Respond
Replies in your tone with the specific answer and its source, not a holding message.
- 07
Log
Records the request, what it did and the outcome, so the pattern of incoming work becomes visible.
The output
What comes out, and what it hands back.
Illustrative output, in the shape a configured deployment produces. Every run ends the same way: the lines that clear the rules are completed, and the ones that need judgment are held for a person with the reason attached.
| Step | Source | Result |
|---|---|---|
| Intent | Classifier | Delivery date inquiry |
| Account | ERP | Order 41-2288, confirmed |
| Shipment | Carrier | Dispatched, ETA Oct 3 |
| Credit note request | In message | Escalated to account owner |
The delivery question is answered from live system data with its source cited. The credit request buried in the same email is not: anything with a commercial commitment attached leaves the agent and goes to a person.
Ready-made
What is already built, and what we configure for you.
Classification and retrieval are built. What each request type means in your business, and where the boundary sits, is the deployment.
Already built
- Intent classification for operational request types
- Account, order and shipment resolution
- Cross-system status retrieval
- Rules-based routing and escalation
- Response drafting in your tone
- Record updates and interaction logging
Configured for you
- Your request categories and what each means operationally
- Which questions the agent answers directly
- Your escalation paths and the owner of each
- Your response templates and tone
- SLA rules and priority handling
- The systems it may read from, and the ones it may not
Your stack
Systems this solution reads and writes.
Systems common in the operations we work with. Per-system implementation is scoped during the review; listing a system here is not a claim of a native integration.
Control
What the Customer Operations Agent can and cannot do.
The boundary here is commercial, not technical: anything that commits the business to something goes to a person.
Can
- Read incoming requests
- Read order, shipment and invoice status
- Retrieve documents
- Send responses within its defined scope
- Update interaction records
Requires approval
- Any commercial commitment
- Credit or refund requests
- Complaints of any kind
- Requests outside the defined scope
Cannot
- Issue credits or refunds
- Change order values or terms
- Promise a delivery date not supported by system data
- Close a complaint
Result
40%
European logistics company
Faster ticket routing
The agent identifies the intent of each incoming logistics request and routes it into the appropriate operational workflow. Customer name confidential.
Questions
Questions we get about this workflow.
What happens when the agent does not know the answer?
It escalates with everything it has already found attached, so the person picking it up does not start from zero. It does not invent an answer or send a holding message that buys time without progress.
Does it handle complaints?
It identifies and routes them immediately, but it does not attempt to resolve them. A complaint is a relationship event, and it goes to a person with the account history attached.
Will our customers know they are dealing with an AI agent?
Disclosure is configured at deployment, in line with the rules that apply to you. We recommend transparency either way. In operational correspondence, a fast and specific answer is what customers react to, and the disclosure costs nothing.
Which channels does it cover?
Email and shared mailboxes are the primary case, which is where most B2B operational traffic still arrives. Portal and ticketing system integration is scoped per deployment against the systems you run.
Where does the agent run?
Inside your own infrastructure. The solution works directly in your systems, so customer correspondence, order data and shipment status are not copied into a shared service. The model endpoints it uses, and the data terms that apply to them, are agreed with you before deployment.
Next step
Find out what your inbound operational traffic is made of.
In a workflow session we categorize a real sample of incoming requests and separate the ones with a system answer from the ones that need a person.
- Your current workflow
- Manual steps
- Systems involved
- Automation potential
- Possible first implementation
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