The challenge
Customers were being passed between teams without their history. A repeat enquiry was handled from scratch each time, and the people best placed to answer were the last to see it.
The approach
We built one service layer that carries context across every channel. It routes on intent, answers from the knowledge the organisation already maintains, and escalates with the full conversation attached rather than a summary of it.
- Single context layer across channels
- Routing by intent rather than by queue
- Escalation that carries the full history
What changed
Customers stop repeating themselves. The teams handling escalations receive the whole picture, so the first response they send is usually the only one needed.