Six agents, one job each
A small crew with clear jobs is easier to check than one model that tries to do everything.
How a message finds its way
These are five real routes from the test day. The lamp shows where each message went.
A conversation moves from a channel to the Front desk, to the right agent, past the Reviewer and out as a reply. Anything that needs a person goes to your team.
- "Where is my order #1276?"
- Website chat, Front desk, Orders & returns, Reviewer, Reply sent
- Reply sent in 0.3 s
- "My Trail T1 shows E-07 halfway up long climbs"
- Website chat, Front desk, Tech support, Researcher, Reviewer, Reply sent
- Answered from the manual in 1.4 s
- "Please cancel my order 1281"
- Email, Front desk, Orders & returns, Reviewer, Reply sent
- Cancelled and refunded in 0.3 s
- "Can I switch my Fernway Flex plan from 6 to 12 months?"
- Website chat, Front desk, Billing, Reviewer, Reply sent
- Cited the financing terms in 1.3 s
- "I want to return my Commuter C2, order 1258"
- Website chat, Front desk, Orders & returns, Your team
- Over your limit: waits for you
Who does what
- Front deskGreets people, works out what they need and passes it on
- Orders & returnsFinds the order, starts the return, issues the refund
- Tech supportWorks through error codes from your manuals
- BillingPayments, invoices and financing plans
- ResearcherSearches your documents and looks at customers' photos
- ReviewerChecks every reply against its sources before it goes out
House rules, in your words
Each agent has a list of rules you write yourself. Fernway added "Wrong size or colour: offer a free exchange before a refund" for Orders, and "Reply in the customer's language" for Front desk.
The Reviewer read all 21 replies before they went out
It compares each reply with the sources the agent used. On the test day it had no reason to stop any of them.
Put someone on the board
Download for Windows228 MB. Windows 10 or later, 64-bit.