The Old Way: A human support agent receives the chat. They must place the customer on hold while they log in to the CRM to verify the customer’s identity, then pivot to the ERP system to find the order details, and finally log in to a third-party shipping portal to track the package. The process is slow, error-prone, and frustrating for both the agent and the customer.
Automated Customer support
The DataSkate Way: An Orchestrated Support Team
Pulse (The Front Desk)
Pulse agent instantly fields the incoming chat request, identifies the keywords “order status,” and triggers the appropriate workflow.
Pulse+ (The Investigator)
A Pulse+ agent takes over. It queries the integrated CRM and ERP systems (via the foundational Integration Services backbone) to retrieve the customer’s latest order. It remembers the customer’s recent interaction history to provide context.
Pathway (The Guide)
The Pulse+ agent provides an instant, accurate status update. If the order is delayed and the customer wants to initiate a return, a Pathway agent seamlessly takes over, guiding the customer through the multi-step return process, presenting the right information and actions in the correct sequence.
Synergy (The Strategist)
Overnight, a Synergy agent analyzes thousands of support interactions and shipping logs. It learns and identifies a recurring pattern: orders containing a specific product are consistently being delayed by a particular shipping carrier. It proactively generates a report and alerts the operations team to investigate the root cause, preventing future customer issues.
the dataskate digital workfoce
Meet our Workers
Pathway: The Goal-Orientatated Navigator
Core Capability:
Action selection to achieve a specific end-goal.