Customer operations

The work behind the ticket.

A chatbot can answer the question. Somebody still has to find the order, check the policy, issue the credit and update three systems. That second part is where cases stall, and it is where we build. Your customers still talk to your team.

All industries
01

Case triage and context

Highest volume

Before anyone on your team opens the case, the agent has read it, classified it, and pulled the order, the account, the history and the relevant policy into one view.

  • Intent and urgency classified from the first message
  • Account, order and prior cases gathered from every system
  • Cases routed to the right queue with the reason shown
02

Refunds, credits and returns

Strong fit

The policy is written down. Applying it means checking eligibility, amounts and history across systems. The agent prepares the decision. A person approves anything that moves money.

  • Eligibility checked against the policy as written
  • Credit or refund prepared in the billing system and held for approval
  • Return authorisation raised and tracked to receipt
03

Order and account changes

Strong fit

Address changes, plan changes, cancellations. Small requests that touch billing, fulfilment and the CRM separately. The agent makes the change everywhere once it is confirmed.

  • Changes applied across every system together after confirmation
  • Mismatched records flagged rather than overwritten
04

Follow-ups

Strong fit

Cases die waiting on a warehouse, a supplier or another team. The agent chases until the case closes, and keeps the customer informed.

  • Internal follow-ups sent and escalated on a schedule you set
  • Customer updates drafted for a person to send, or sent within rules you approve
05

Reply drafting

Draft only

The agent drafts a reply from the case facts and your knowledge base, and shows what it used. Your team edits it and sends it.

  • Drafts grounded in the policy and the account, with sources
  • Nothing sent on a sensitive case without a person
01 How the agent works

The agent prepares the case. A person handles the customer.

1 The case arrives

By email, form, chat or phone transcript. The agent reads it as it actually came in.

2 It gathers context

Order, account, history and the policy that applies, pulled from every system before anyone looks.

3 It prepares the action

The refund, the change or the reply, staged and ready, with the reasoning attached.

4 A person approves

Your team checks it and confirms. Every system updates together once they do.

02 What the research says

These are not our numbers. They are the published ones.

We have not published a client result yet. Until we do, here is what the research firms publish about the cost of handling a case and where agent time goes.

Cost per contact by channel
LIVE: PHONE, CHAT, EMAIL
$8.01
SELF-SERVICE
$0.10
Gartner, 2019
Issues fully resolved in self-service share of customers
ALL CUSTOMERS
9%
Gartner, 2019
Where agent time goes share of the working day
SEARCHING FOR INFORMATION
UP TO 35%
RE-KEYING DATA BETWEEN APPS
15%
[24]7.ai data,
cited by Forrester

The Gartner figures are from 2019 and channel costs have moved since, so read them as the size of the gap rather than today's price. The pattern still holds. A contact a person handles costs many times more than one that resolves itself, and most customers still end up with a person. That's why we build for the person handling the case.

03 Process fit

Which part is worth building first.

Our assessment, not a measurement. Anything that moves money or speaks for you to a customer gets prepared, then approved.

VOLUME &
REPETITION
POLICY ALREADY
WRITTEN
SPREAD ACROSS
SYSTEMS
LOW COST OF
A MISTAKE
OUR READ
Case triage
START HERE
Refunds & credits
STRONG
Account changes
STRONG
Follow-ups
STRONG
Reply drafting
DRAFT ONLY
STRONG CASE PARTIAL WEAK COUNTS AGAINST
Where we say no

We don't put an agent in front of your customers pretending to be a person. We don't build anything that decides a complaint, a legal claim or a vulnerable customer's case. Those go to your team with the facts assembled, every time.

04 How we engage

Three steps. You can stop after the first one.

01 FREE
Discovery

We sit with whoever actually clears the exception queue and watch a normal week. Where one of our builds fits, we demo it on your own samples. Either way you get the Unwired Blueprint: one sheet with your process as it runs today, the process unwired, and the line your process owner signs. If the answer is not to build, the sheet says that too. If a scheduled job fixes it cheaper, we tell you that and we are done.

02 FIXED SCOPE
Build

One process, scoped and priced before we start. Built against your systems and your rules, not a demo environment. You see it running on your own data, not on ours.

03 YOU OWN IT
Handover

Code, documentation and runbook handed to your team. No licence, no lock-in, no retainer you have to keep paying to keep it working. Keep us on if you want more built.

Build pricing is set per engagement and quoted in writing before any work starts.

Where do your cases stall?

Tell us the queue and the systems behind it. We'll tell you honestly whether an agent is the right fix.