Customer Support
Customer Care Director · Head of Support · VP CXEase your support load, keep an impeccable CSAT.
Our AI agents absorb the volume of recurring, transactional tickets — refunds, order changes, invoices, delivery dates — while keeping an instant, consistent experience. AI that doesn’t just reply: it acts and resolves, at tier 2, under your control.
No commitment · Strictly confidential · 45 minutes with a partner
Support cockpit
Real timeBacklog
−58%
since deployment
CSAT
97%
maintained
Resolution time
2 min
on simple tier-1/2 cases
Resolved without a human
62%
eligible tickets
Today’s signals
- Refund executed — order 8841
- Peak absorbed — backlog stable
- Disputed case — escalated to a human
Illustration
The reality
Your teams are underwater. Your customers won’t wait.
Volume peaks — season, promo, incident — lengthening queues, agents repeating the same requests. And a brand at stake with every late reply.
- 01
The backlog explodes
At every peak — season, promotion, technical incident — the queue lengthens and SLAs slip.
- 02
Agents stuck on the repetitive
Simple refunds, address changes, invoice resends: your best people stuck on tier-1/2 work.
- 03
The customer on hold
To execute a simple action, a human has to navigate three systems. The customer waits — sometimes for days.
- 04
The brand suffers
A simple request left for days without an answer, and it’s the image — and the loyalty — that erodes.
- 05
Replying isn’t enough
A reassuring message resolves nothing if the action — the refund, the change — isn’t executed.
Three agents
Three agents that don’t just reply: they act and resolve.
Execute at tier 2, absorb peaks, orchestrate systems. Three sovereign agents, connected to your APIs — and your property. Humans keep the high-value cases.
Refunds, cancellations, changes — executed via API
Connected to your internal APIs — billing, orders, logistics, CRM — it understands the request (refund, credit, item change, ship date, invoice correction), checks eligibility against your business rules, prepares the action and executes it via API, with guardrails: thresholds, approvals, audit. Humans keep control of sensitive cases — out of policy, large amounts, disputes.
- Instant resolution of thousands of simple cases that saturate your teams today.
- The time between request and action cut to seconds — a direct impact on CSAT.
- Full traceability: every executed action is logged and audited.
Tier-2 flow · action executed via API
The firebreak for your ticket peaks
It absorbs recurring tickets — FAQ, policies, simple statuses — from an enriched knowledge base, gives complete, personalised answers, and triggers simple actions (invoice resend, delivery-date update) without a human. Integrated into your channels — chat, email, portal — it sharply reduces the volume requiring intervention.
- A backlog cut fast and measurably — typically −40 to −60% on comparable cases.
- Human agents refocused on complex, empathetic or commercially sensitive cases.
- Faster response across the whole scope — fewer queues.
Backlog before / after · % auto-resolved
Customer service aligned with operational reality
It links support, logistics, billing and CRM, queries the systems for exact real-time information — delivery date, stock, order status, invoice — and coordinates more complex workflows: supplier contact, OMS update, adjusting a customer promise. One CX orchestration layer, a single entry point.
- Precise, reliable answers, aligned with what’s really happening in the warehouse and the systems.
- Less back-and-forth between support, logistics and billing.
- First-contact resolution, even when the problem spans systems.
CX orchestrator · CRM · OMS · WMS · Billing · Transport
Impact
Perfect CSAT, teams unburdened: the dual goal.
Instant resolution on simple cases becomes a competitive advantage — and strong protection for the brand.
÷ —
average resolution time
On simple cases, the action runs in seconds. A rising CSAT.
− — %
backlog
Hours saved, burnout risk reduced for your teams.
+ —
first-contact resolution
Fewer follow-ups, a stronger customer experience.
Resolution time vs satisfaction
Why Symbioze.ai
Not a chatbot vendor. A partner that makes AI act.
The question isn’t “which chatbot to plug in”. It’s “who connects AI to your systems so it executes — under control — the tier-2 actions”.
Agents that act
Truly integrated with your APIs and workflows — not a conversational FAQ. The AI executes the refund, the change, the update.
Brand protection
Guardrails, validations and escalation scenarios defined with your business teams. The brand protected at every interaction.
ROI and image
Lower costs, but also better loyalty and a stronger brand perception. Both at once.
Method & proof
From diagnostic to industrialisation.
- 01
Diagnostic
Analysis of the backlog, ticket types and available APIs. We target the tier-2 cases to automate first.
- 02
Targeted POC
One or two cases — refund/cancellation, delivery date, invoice — in real conditions. Proof before rollout.
- 03
Deployment
Integration into channels and APIs, guardrails, change management.
- 04
Industrialisation
The agent becomes a durable asset of customer relations, measured continuously.
Representative cases
- B2C e-commerce · strong seasonal peaks
- B2B SaaS vendor · global support
- Distributor · refunds & delivery dates at volume
Systematic ROI measurement: backlog, % of tickets auto-resolved, resolution time, CSAT/NPS — before / after.
Representative, anonymised examples. Illustrative orders of magnitude, to be confirmed during the diagnostic.
Confidential conversation
AI that doesn’t just reply, but acts and resolves.
The first step is a diagnostic — current backlog, ticket types, available APIs — to identify the tier-2 resolution cases to automate first.
- No commitment
- Strictly confidential
- 45 minutes with a partner