Customer Operations Agent

Overview

The Customer Operations Agent brings calls and support email into a combined support workflow. It covers routine questions, intent classification, and routing exceptions to the appropriate person.

The challenge

Routine requests and exceptions arrive through both phone and email. Teams need a way to identify what each request needs, handle common questions, and direct cases that require attention to the right person.

Our approach

The work combines phone coverage with support-inbox analysis. Requests are classified by intent, routine questions can receive an answer, and exceptions follow a route for human escalation.

The delivery scope connects the first customer contact to the next support step, keeping human attention part of the workflow.

The outcome

Phone coverage, inbox analysis, support routing, and human escalation work together as one operations system. Routine requests and exceptions have a defined path from the first contact to the next support step.