Tier-1 Customer Support
First-level resolution, not blind deflection
Your agent already answers every inbound call. A large share of those callers are existing customers with routine requests. The same agent can resolve them end to end — identify the customer, act on your systems, and escalate only what genuinely needs a person.
01 — The Cost
Why this is where the cost actually is
You staff for the peak, not the average
Monday morning, month-end, a cold snap, a campaign spike. Contact centres are sized for the worst hour of the month and paid for every other hour too. An autonomous first level absorbs the peak at marginal cost and disappears when the queue empties.
Out-of-hours is a queue, not a service
Nights, weekends and public holidays either go unanswered or cost premium staffing. The agent answers instantly at 3am with the same context it has at 3pm.
The caller is already on the line
The agent is answering your inbound number today and filtering existing-customer traffic away from the sales flow. Resolving those requests instead of routing them costs nothing extra in infrastructure — it is a configuration and integration decision, not a new deployment.
02 — The Flow
How a first-level contact resolves
Identify
The caller is matched against your CRM by phone number or national ID before anything else happens. Identity is the key that unlocks every other system.
Understand
The agent classifies intent in seconds and pulls the customer's history — including previous calls, chats and open cases — so the customer never repeats themselves.
Act
Real-time calls into your systems over API or MCP: read an invoice, check a delivery window, verify coverage at an address, write a rescheduled date back. The agent operates inside your stack rather than describing it.
Resolve or escalate
Straightforward requests close end to end with a deterministic outcome written back. Anything requiring judgement transfers to a human with the case already open and the full summary on screen — with a guaranteed callback when no one is available.
Every contact — resolved or escalated — produces a versioned, auditable outcome record.
03 — Scope
What first level actually covers
Customer identification
Match against your CRM by phone or national ID before any transaction, so every subsequent action is tied to a verified record.
Invoices and billing questions
Retrieve, explain and re-issue documents in real time from your billing or ERP system.
Order and delivery status
Live status, delivery windows and tracking pulled from your logistics or scheduling platform.
Rescheduling and changes
Change a delivery or appointment date with the update written straight back into the system of record.
Coverage, sign-ups and cancellations
Availability by address or postcode, new service requests, and cancellation processing with a full audit trail.
Ticket creation and triage
Structured tickets with the right category and priority, opened automatically and tracked to closure.
04 — The Difference
Why this works when deflection doesn't
01
One agent, every channel
Voice, chat and messaging run on the same agent, the same instructions and the same guardrails — not three separate builds that drift apart.
02
Context accumulates
Memory persists across contacts and across channels. The next conversation starts knowing who the customer is and what is still open.
03
Action, not answers
Retrieving a policy paragraph is not resolution. The agent writes to your systems, opens cases and triggers follow-ups, which is what closes a request end to end.
04
Your team gets the exceptions
The repetitive, predictable and out-of-hours volume is absorbed. Human agents receive the cases that actually need judgement, with the context already gathered.
05 — Commercial Model
You pay for resolution, not for attempts
Resolved end to end
A completed first-level request is a billable outcome, priced per resolution.
Escalated to a human
When the agent cannot resolve it and hands over, there is no charge. You never pay us for the cases we could not close.
The Outcome Engine defines what "resolved" means, per client, versioned and auditable — which is what makes outcome-based pricing possible in the first place.
06 — Architecture
Connected to your systems
Channels
Where the contact arrives
- Voice
In production today, answering every inbound call.
- Chat
The same agent and the same instructions, extended to web chat.
- Messaging
The same agent again, on messaging channels.
The agent
Identify · decide · execute
- Shared memory
One memory across every channel, so context carries between contacts.
- Human transfer
Escalation with the full conversation context whenever judgement is needed.
Your systems
API / MCP
- CRM
Identification, records and case history.
- ERP / billing
Invoices, documents and account data.
- Logistics / scheduling
Delivery windows, appointments and rescheduling.
- Ticketing
Structured tickets, categorised and tracked.
Native connectors for major CRMs, a generic webhook for everything else, and 200+ APIs available for the systems that don't have a connector yet.
Explore integrations07 — Deployment
How a deployment runs
Technical setup
A dedicated forward-deployment engineer works with your IT team to connect the systems of record and build the identification and lookup tools.
First cases in production
A narrow, high-volume set of request types goes live first — status, rescheduling, transfer with context — so value lands before scope grows.
Additional channels
Chat and messaging join the same agent, sharing one memory and one set of instructions.
Expansion
New request types are added based on the intents that actually appear in production, reviewed against agreed KPIs.
08 — Get Started
Resolve First Level With the Agent You Already Have
Book a demo and we'll map your first-level request mix, your systems of record and your escalation rules.