Customer Service · Outage
RoadmapOutage Communication Agent
Makes every customer contact outage-aware and drafts updates in the channels customers chose.
Planned. We'll scope it with you.
The problem
Why it matters
During outages, customers call for updates the contact center doesn't have, and messages go out in channels customers didn't choose.
Customers get outage updates in the channels they chose, and calls go down.
What it does
- Makes customer contacts outage-aware
- Drafts updates in each customer's preferred channel
- Keeps a person in charge of what goes out
People stay in charge. The agent recommends and a person on your team decides. Pilots start read-only, and every decision is logged.
How we'd start
Start small, in shadow mode
This agent is on our roadmap and isn't built yet. We would start with a short assessment and a read-only shadow pilot, so your specialists can compare its recommendations with their own decisions before anything goes live.
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See the Outage Communication Agent on mock data
We'll walk you through the design and what a shadow pilot would take. Technical detail is available on request.