Queues for easy answers.
Customers wait on hold for an answer that takes seconds to look up.
Where is my order?
Everyday questions answered by chat or phone, day and night, from your own records, and handed to a person whenever a case needs one.
See it worked throughThe same questions.
All day, every day.
Where is my order, when is my appointment, how do I change my address. Agents spend the day on questions the records already answer.
Closed at night.
Questions that arrive after hours wait until morning, and some customers don’t.
Bots that guess.
Scripted chatbots answer from a list of FAQs, not from the customer’s own order or account.
What the AI reads.
Each conversation answered from the customer’s own account, their orders and your policies, never from guesswork.
In
- Customer accounts
- Orders and deliveries
- Appointments and bookings
- Policies and help articles
- Past conversations
- Service desk hours
At work
- Sense Listens on the phone and reads chat, in the customer’s own words.
- Understand Works out what the customer is asking and which account it is about.
- Check Confirms who the customer is before sharing or changing anything.
- Operate Answers, makes the changes you allow, and hands over to a person with the conversation attached.
Out
Routine questions answered. Everything else with a person, already briefed.
Every question answered.
Every handover briefed.
The service team sees what was answered overnight, what changed on each account, and what is waiting for a person.
5 conversations · 3 answered · 1 change made · 1 handed over
| Ref | Question | Outcome | Detail | Time |
|---|---|---|---|---|
| CV-7710 | Where is my order? | Answered | Out for delivery, arriving by 1 pm, from the courier record | 23:14 |
| CV-7713 | Can I change my delivery address? | Changed | Identity confirmed; address updated before dispatch | 00:42 |
| CV-7718 | When does the sale end? | Answered | From the published promotion calendar | 02:05 |
| CV-7721 | Do you price match? | Answered | Price match policy PM-2 quoted, with the link | 05:37 |
| CV-7724 | My parcel arrived damaged and I want a refund | Handed over | Needs a person; photos and order attached | 06:58 |
Handed over
Needs a person; photos and order attached.
CV-7724 · My parcel arrived damaged and I want a refund
Illustrative example. Customers, orders and times are fictional.
Built for service desks.
The AI handles the routine. People keep the judgement.
Changes only where you allow.
You choose what it may update, such as an address before dispatch, and what it never touches.
How Operate works ↗Answers from your records.
Every answer comes from the account, the order or a published policy, or it hands over.
How Understand works ↗A clean handover.
A person picks up with the conversation, the account and what was already checked.
Same records.
Other questions.
The documents and data behind this work answer other questions too.
Why are customers calling?
Call reasons
Find what drives calls, straight from the recordings.
See how →What actually happened with this complaint?
Customer complaints
Reconstruct what happened, and how it was handled.
See how →Will this shipment arrive on time?
Late shipments
Spot delays early and tell the customer first.
See how →Which claims can we pay today?
Claims triage
Settle the simple ones fast. Send the rest to a person.
See how →Bring us your most common questions.
We’ll show you which ones can be answered from your own records at any hour, and how the rest reach a person.
Talk to us →LondonDiscovery AI Limited · United Kingdom
HyderabadReDscvry Technology Private Limited · India
ChennaiReDscvry Technology Private Limited · India