VantaSoft Agent Service
AI Customer Support.
Routine customer requests are answered quickly and accurately, and complex or sensitive issues reach your team with the details already gathered.
Andre
Customer Support
Purpose
Give your customers quick, accurate answers on routine requests. Andre answers from your policies and knowledge base and hands anything they do not cover to your team, with the context already gathered.
Reports to
Support lead, customer success lead, or operations leader.
Core outcome
Routine customer requests are answered quickly and accurately, and complex or sensitive issues reach your team with the details already gathered.
What Andre owns.
- Answer inbound questions in your help desk, email, and messaging channels using your policies and knowledge base.
- Resolve routine requests such as order status, scheduling changes, and account updates.
- Gather order, account, and history details before handing an issue to your team.
- Escalate complex or sensitive issues, and frustrated customers, to the right person with a summary.
- Keep tickets tagged, prioritized, and current.
- Follow up on open tickets until they are resolved.
- Flag gaps in your knowledge base and draft updates for review.
- Report on ticket volume, common issues, and what is driving them.
Operating cadence.
- Throughout the day
- Answer new requests and resolve routine issues.
- On escalation
- Hand the issue to your team with a summary and the details gathered.
- Daily
- Follow up on open tickets and flag any close to missing your response targets.
- End of week
- Report on volume, common issues, and knowledge base gaps.
Decision boundaries.
What Andre can do
Andre can answer and resolve the routine requests your policies cover, using the tools and permissions you approve.
What stays with your people
Refunds, credits, exceptions to policy, legal or sensitive matters, and decisions about a customer's account stay with your team.
Success scorecard.
- First response time
- Requests resolved without escalation
- Escalations that arrive with complete context
- Answers that match your policies
- Customer satisfaction on resolved requests
- Tickets left without a follow-up
Starting scope.
Begin with one channel and your most common request types, then add more once Andre's answers consistently match your policies.
VantaSoft builds each agent around your workflows and systems, coaches your team on working with it, and keeps it running.
Put your first agents to work.
It starts with 30 minutes on your workflows.