Customer experience agents
Grounded CX loops that remember, schedule, and resolve
Deploy AI agents that understand your knowledge base, remember every customer preference, and call commerce tools safely. With built-in scheduling, delayed sends, and escalation policies, your team keeps control while the agent handles the queue.
Knowledge-grounded replies cite the exact macro, article, or policy used.
Memories retain customer preferences, order history, and prior resolutions across tickets.
Guarded tool calls execute Shopify, subscription, and logistics actions with approvals.
Response scheduling, delayed sends, and escalation SLAs are embedded in every mission.
CX automation you can measure from the first week
Dashboards track automation coverage, delayed sends, approvals, and customer satisfaction so you know exactly how the agents perform.
- Threads automated in 30 days
- 65%
- CSAT on AI-handled tickets
- 4.7 / 5
- Commerce tool calls executed
- 3.8k / mo
- Escalations meeting SLA
- 99.4%
Grounded responses cite macros, knowledge, and order history automatically
Delayed send reviews and escalation guardrails protect the customer experience
Shopify, Recharge, Loop, and custom apps invoked with policy-aware guardrails
Scheduling, reminders, and approvals are baked into every mission
Where customer experience agents create leverage
Each pattern blends knowledge grounding, persistent memories, tool calling, and escalation scheduling so your team stays ahead of the queue.
Knowledge coverage
Knowledge Base Concierge
Deliver grounded answers across every CX channel with live citations, contextual memories, and suggested next actions.
Capabilities
- Retrieves macros, SOPs, and policy articles with semantic grounding and inline citations.
- Blends ticket history and long-term memories to personalize tone, empathy, and resolutions.
- Schedules delayed sends for complex answers and pings humans when approvals are required.
Primary surfaces
Gorgias, Zendesk, internal knowledge base
HITL checkpoint
CX supervisors edit the context pane or approve delayed responses before they leave the queue.
Order management
Proactive Order Recovery
Monitor high-risk orders, reach out with branded messaging, and execute refunds or reships with safeguarded tool calls.
Capabilities
- Queries Shopify, fulfillment apps, and carrier data to detect delays, stockouts, or delivery failures.
- Calls guarded functions to issue refunds, create reshipments, or adjust loyalty points.
- Schedules follow-up reminders and delayed sends to confirm resolution with the customer.
Primary surfaces
Shopify Admin, Loop Returns, ShipStation, Narvar
HITL checkpoint
Ops leads approve exceptions or high-value refunds from the same mission context.
Retention
Subscription Save Desk
Protect recurring revenue by handling skips, swaps, or incentives with collaborative guardrails and schedule-aware follow-ups.
Capabilities
- Pulls Recharge or Skio profiles, order cadence, and historical sentiment before proposing offers.
- Applies memory of past incentives to prevent over-discounting and ensure fairness.
- Builds staggered outreach sequences with delayed sends and calendar reminders for renewals.
Primary surfaces
Recharge, Skio, Shopify, Klaviyo
HITL checkpoint
Retention managers tweak offers or approve escalations; agents resume with the updated script.
Customer advocacy
VIP Queue & Escalation Director
Route VIP and risk-sensitive tickets with the right context, scheduled check-ins, and proactive alerting to leadership.
Capabilities
- Scores tickets using loyalty tier, order value, and language to determine escalation urgency.
- Bundles conversation history, knowledge pulls, and tool activity into shareable context packets.
- Schedules supervisor nudges, delayed sends, and follow-up tasks until the ticket is closed.
Primary surfaces
Gorgias, Slack, PagerDuty, Notion
HITL checkpoint
Leadership teams receive scheduled summaries and can inject instructions into the mission.
Insights
Customer Insight & Follow-up Scheduler
Aggregate topics across CX channels, schedule broad follow-up campaigns, and keep stakeholders informed automatically.
Capabilities
- Clusters themes from tickets, chats, and social to highlight product gaps and emerging issues.
- Creates response campaigns with staggered send windows and embedded approvals.
- Pushes weekly insight briefs to product, ops, and marketing with linked transcripts and metrics.
Primary surfaces
Gorgias, Kustomer, Dovetale, Slack
HITL checkpoint
Stakeholders edit recommendations or adjust campaign schedules through the shared context.
Control the customer journey without touching every ticket
Telemetries for knowledge citations, memories, tool calls, and schedules keep CX leaders in the loop while agents keep working.
Grounded knowledge every time
Retrieval and macros keep replies precise, cited, and aligned with policy.
Citations attached to every automated response
Memories that personalize CX
Customer memories and mission context carry over across tickets and channels.
Persistent memory timeline per customer profile
Guarded commerce tool calling
Shopify, subscription, and returns apps run through policy-aware guardrails.
Function calls approved or auto-run with audit logs
Built-in scheduling & delays
Delayed sends, reminders, and SLAs ensure responses land at the perfect moment.
Response scheduler tied to escalation policies
The mission console for knowledge-backed CX
Monitor active tickets, scheduled sends, and tooling activity from the same cockpit your humans use.
Live mission timeline
Inspect drafts, delays, tool calls, and memory updates from one console view.
Escalation and alert center
See which tickets are awaiting approval and who is on the hook next.
Knowledge & memory registry
Track the articles, macros, and memories the agent referenced for each reply.
How CX missions operate
Understand which surfaces the agent touches, how humans stay involved, and what gets saved for audit.
| Mission | Primary surfaces | Agent actions | HITL moment | Audit trail entries |
|---|---|---|---|---|
Knowledge Base Concierge Knowledge coverage | Gorgias, Zendesk, internal knowledge base | Drafts replies, applies tags, sets follow-up reminders, and logs knowledge citations automatically. | CX supervisors edit the context pane or approve delayed responses before they leave the queue. | Stores message versions, memory diffs, and the knowledge artifacts referenced. |
Proactive Order Recovery Order management | Shopify Admin, Loop Returns, ShipStation, Narvar | Drafts outreach, executes tool calls, and updates ticket status with linked evidence. | Ops leads approve exceptions or high-value refunds from the same mission context. | Captures tool call parameters, approval signatures, and post-resolution survey results. |
Subscription Save Desk Retention | Recharge, Skio, Shopify, Klaviyo | Executes subscription edits, updates billing, and communicates the change across channels. | Retention managers tweak offers or approve escalations; agents resume with the updated script. | Logs incentive rationale, subscription adjustments, and customer acknowledgement. |
VIP Queue & Escalation Director Customer advocacy | Gorgias, Slack, PagerDuty, Notion | Creates war-room threads, schedules reminders, and keeps the customer updated with empathy-driven messaging. | Leadership teams receive scheduled summaries and can inject instructions into the mission. | Maintains escalation timelines, approvals, and customer-facing communication history. |
Customer Insight & Follow-up Scheduler Insights | Gorgias, Kustomer, Dovetale, Slack | Drafts bulk responses, schedules sends, updates tags, and notifies owners when milestones hit. | Stakeholders edit recommendations or adjust campaign schedules through the shared context. | Archives insight memos, schedule changes, and the results of each follow-up wave. |
Deploy a CX agent mission in three steps
We package connectors, prompts, guardrails, and telemetry so your team can focus on experience outcomes—not plumbing.
Define CX guardrails
Document escalation policies, delayed send rules, and approval thresholds.
Sync knowledge, memories, and tools
Connect Gorgias, Shopify, subscription apps, and knowledge bases with editable context panes.
Launch and iterate on schedules
Run shadow mode, adjust response timing, then graduate to autonomous coverage with telemetry.
Promote your team to orchestration mode
We help you launch the first mission, wire in scheduling and escalation controls, and deliver the telemetry your CX leaders need.