Customer Service & CXImplemented case · Organisation not identified

Customer Service Copilot

Knowledge, customer context, assisted answers and escalation connected in one support flow.

Question-to-resolution-to-learningSupport · Operations · Product · QualityDelivered in 6–8 weeks

Implementation snapshot

DELIVERED

Agent assist · Knowledge grounding

Integrated

KORIA · CRM · Ticketing · Email & chat

Proven impact

–30%

Average response time

>95%

Answers with sources

BEFORE

The initial challenge

Teams moved between CRM, tickets and documentation to answer, creating delays and inconsistent responses.

DELIVERED

The implemented solution

Agents were given grounded answers, customer context and a next action while retaining human control.

Question-to-resolution-to-learning

Implemented process

Request

Channel and context

Classification

Intent and priority

Answer

KORIA + sources

Validation

Human agent

Resolution

CRM and follow-up

AI-assistedHuman decisionSystem action

SOLUTION

The delivered system

Agent assist

Suggests answers and actions using customer context and approved knowledge.

Knowledge grounding

Shows sources and respects permissions and content validity.

Smart routing

Routes cases by intent, risk, language and SLA.

Learning loop

Turns feedback and failures into content and process improvements.

PLUG

Implemented architecture

KORIA

CRM

Ticketing

Email & chat

Customer data

AI orchestration layer

Models · Rules · Agents · Audit

Role-based access

Source citations

Human approvals

CONCEPTWeeks 1–2

Conversations and knowledge

Top intents, sources, risks and baseline

PLUGWeeks 3–6

Integrated copilot

KORIA, CRM, answers and routing

PLAYWeeks 7–8

Assisted operation

Evals, enablement and continuous improvement

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