Service operations
Information, routing and case intake.
Chat, e-mail, phone and task agents answer from published material, route each request to the team that owns it and open the case in your tools. This is a product example, not a customer case.
I submitted a request last week and have had no news. Where is my file?
- Status inquiry
- Channel: phone
- Reference: provided
I can help. Could you give me your request number so I can route this to the team that owns it?
Prepared for your team
Case summary- Request
- Follow-up on a file
- Reference
- Provided by the customer
- Owner
- Back-office team
Why teams start here
Where service slows down today.
One entry point, many teams
Customers do not know which department owns their request, so the first contact often reaches the wrong one.
Status calls crowd the line
“Where is my file?” calls take time away from new requests.
Context lost between teams
Every transfer means the customer explains the situation again.
Requests the agent handles
The operating loop
A request is understood, matched to an approved answer or a queue, and recorded so the next person can continue.
- 01
Information
Answer from the approved service material.
Example request What are your opening hours, and which documents do I need?
Collects - 02
Routing
Send the interaction to the team that owns it.
Example request Who should I talk to about a billing error?
Collects - 03
Case intake
Capture the details the procedure requires.
Example request I want to report a problem with my service.
Collects
Channels
Where your customers reach the agent.
The same agent, knowledge and rules on every channel below.
Website chat
A chat widget added to your site with one snippet, limited to the domains you allow.
Phone
Answers and places calls in real time over your SIP trunk or Twilio numbers.
E-mail
Reads a shared inbox and replies in the thread, automatically or as a draft to approve.
WhatsApp
Conversations on WhatsApp Business, with buttons, media and shared locations.
- Real-time streaming
- Callers can interrupt
- Phone keypad input
- Transfer to a person
How it is built
The agents, knowledge and controls behind this example.
An example set-up in Liberrex AI & Agents. You choose the agents, channels and rules for your own deployment.
- Chat agent · requests on your website
- E-mail agent · inbox triage and draft replies
- Phone agent · status calls
- Task agent · CRM note after each call
Knowledge
Published service answers, opening hours and procedures, uploaded as documents or connected from your website, SharePoint or Google Drive.
Tools and integrations
HTTP tools look up a file status or open a case in your ticketing system. Webhooks start task agents from your other tools.
Guardrails and escalation
Routing follows your rules. Topics the agent must not handle and escalation rules are set per agent, and e-mail replies can stay as drafts for review.
Quality for AI and human agents
Scorecards per channel for calls, e-mails and chats, response-time tracking on e-mail and chat, and the same review for AI-agent conversations.
Outbound campaigns
Example: a short satisfaction survey by call or message after a case is closed, with the answers logged for each customer.
Languages
Tunisian Arabic (Derja) on calls and in messages, Arabizi in writing, French, English and Modern Standard Arabic.
Step by step
A service request arrives
The person describes a problem. The agent identifies the topic, gives the published information, and opens or routes the case when that is allowed.
Understand the request
The agent identifies the topic of the request.
Retrieve the service answer
It gives the published answer when one exists.
Route or open the case
Otherwise it opens or routes the case, following your rules.
Leave a summary
A summary is left for the next person.
The queue still belongs to the team
Routing follows the rules you set. The agent does not close a case it is not allowed to close.
The agent handles
- Answering from published service material
- Routing to the owning team
- Capturing the details a procedure needs
- Leaving a summary on every case
Your team keeps
- Case resolution
- Routing rules
- Closing a case
- Published answers
- Defined routes
- A summary for the next person
Service operations questions
AI agents for service operations, answered.
How does an AI agent route service requests?
The agent classifies the intent of the request, answers from published material when it can, and otherwise routes or transfers the conversation to the team that owns it, following the rules you define in the builder.
Can the AI agent open a case in our tools?
Yes, when your rules allow it. A tool calls your ticketing or CRM API with the details the procedure requires, and a task agent can also run on a webhook, for example to write a CRM note after a call. A summary is left for the next person.
Can e-mail replies be reviewed before they are sent?
Yes. The e-mail agent reads your inbox and answers in the same thread. Each mailbox can send replies automatically or keep them as drafts in the shared inbox, so a person checks them before sending.
Does the AI agent close cases?
Not unless your rules allow it. Case resolution, routing rules and closing a case stay with your team. Topics the agent must not handle and escalation rules are set in its guardrails.
How do we measure service across AI and human agents?
Quality scores calls, chats, e-mails and AI-agent conversations against scorecards per channel, measures e-mail and chat response times, and highlights coaching moments, sentiment and first-contact resolution. The dashboard shows conversations, success rate and quality score.
Which channels and languages can service teams use?
Website chat, phone, e-mail, WhatsApp Business, SMS, Telegram, Messenger and Instagram, each with a shared inbox. Agents work in Tunisian Arabic (Derja), French, English and Modern Standard Arabic.