01 · Virtual Customer Care
AI-Assisted Support with Human Escalation
An assistant answers the repeatable questions instantly; a person takes the rest.
Virtual Customer Care
AI-Assisted Support with Human Escalation
An assistant answers the repeatable questions instantly; a person takes the rest.
Showing 1 of 5
- 1Build the knowledge
- 2Configure and ground
- 3Set escalation
- 4Review transcripts
- 5Improve and report
What We Do for You
- Build the approved knowledge base the assistant answers from.
- Configure the assistant on your site, chat and messaging channels.
- Set the escalation rules that hand a conversation to a person.
- Review transcripts weekly and improve the answers.
- Report deflection, escalation and customer satisfaction.
How this is bought: Bought as a defined project to set it up, then a monthly managed service to run it. Build an estimate for your case.
Our Approaches Explained
Grounded answering
The assistant answers from your approved content, and says so, rather than inventing.
Escalation triggers
Complaints, refunds, unclear intent and explicit requests go to a person immediately.
Warm handover
The person receives the full conversation, so the customer does not start again.
Containment and deflection measurement
How many questions were genuinely resolved, not merely ended.
Tone and boundary configuration
What the assistant may promise, and what it must never say.
Transcript review loop
Weekly reading of real conversations to correct and extend the answers.
The Standards We Work To
Retrieval-augmented answeringOWASP Top 10 for LLM ApplicationsCSAT measurement on assisted conversations
We follow the structure and controls these standards describe. We do not claim to be certified against them - where you need a formal certificate, we prepare the evidence and an accredited body performs the audit.
What You Get
- Approved knowledge base
- Configured assistant and channels
- Escalation rule set
- Weekly transcript review
- Deflection and satisfaction report
Answers grounded in approved content100%
Escalations reaching a person100%
Common questions resolved first contact76%
These are the areas clients most often ask us to improve. Your project sets its own targets, measured and agreed with you.