Short answer
Decision intelligence for customer support routes and prioritizes tickets, drafts grounded answers with citations, decides when to escalate, and triggers proactive outreach when an upstream decision — a delayed shipment, a plant outage, a claim change — affects customers, with agents approving sensitive actions.
Decisions it handles
| Decision | Signal | Context it needs | Authority | Outcome measured |
|---|---|---|---|---|
| Ticket triage | New ticket or call | Customer value, history, open orders | Automated | Time to first response |
| Next best answer | Question asked | Knowledge base, account, policies | Augmented — agent sends | First-contact resolution |
| Escalation | Sentiment or risk rising | Contract, SLA, history | On-the-loop | Escalations resolved |
| Proactive outreach | Upstream delay decided | Affected orders and customers | Augmented | Inbound volume, CSAT |
How it works
- Connect support and operationsZendesk, ServiceNow, Salesforce Service plus orders and logistics.
- Ground answersRetrieval over your knowledge and policies, with citations.
- Triage by value and riskNot first-in, first-out.
- Act proactivelyWhen the decision layer changes a promise, tell the customer first.
- LearnAgent edits and outcomes improve answers.
Where it fits
Sales autopilotNext-best actions, pipeline risk and grounded delivery promises.Explore →Every functionOne layer across the organization.Explore →HealthcarePayer and provider decisions.Explore →
Key takeaways
- Built on the same decision layer as every other solution.
- Humans keep authority; autonomy is earned.
- Every outcome improves the next decision.
Frequently asked questions
Will AI replace support agents?
It handles routine triage and drafting so agents focus on complex, high-value conversations; agents keep control of sensitive actions.
How is it different from a chatbot?
A chatbot answers questions. Decision intelligence also decides routing, escalation and proactive outreach based on what is happening across the business.