Give AI support agents the full customer context.
Bring customer messages, orders, delivery records and policy evidence together so AI support agents can investigate, choose the next step and hand off clearly.
For teams building AI support agents for retail, logistics and customer service.
Order 1042 · Delivery investigation
- Order address: unit 8B.
- Delivery record: door marked 8D.
- Next step: verify the delivery location.
Understand the case before choosing an action.
The carrier says delivered; the customer reports no receipt. Use the order, delivery evidence and policy to identify what still needs checking.
- Carrier marks the parcel delivered.
- Customer reports: “I never received it.”
- Address and delivery evidence disagree.
Delivery location needs verification.
The order is for 8B. The carrier records a delivery at 14:10.
The evidence shows 8D rather than the order address, 8B. The delivery location and recipient still need verification.
Open a delivery-location investigation under policy 3.2. Pass the facts, contradiction and source evidence to the carrier or a support colleague; decide the remedy after verification.
Connect the customer, order, parcel and policy.
Link records through customer and order identifiers, then apply the relevant region, order conditions and policy version.
- 01
Customer C-108
Verified account
- 02
Order 1042
Address: unit 8B
- 03
Parcel P-1042
Carrier events & evidence
- 04
Policy 3.2
Region & order eligibility
For product issues, connect the customer’s video to the correct model, manual and troubleshooting steps.
Reuse service knowledge. Keep case information current.
Reuse current policy knowledge across authorized cases. Keep each customer’s private case context scoped to its own access rules.
How ongoing costs are reduced- 01
Shared service knowledge
Find current policy and manual passages. Inspect only the photo, call or clip needed to resolve a gap.
- 02
Up-to-date business records
Refresh order and delivery status as needed before acting, with the retrieval time recorded.
- 03
Private case information
Keep customer evidence within the case’s access permissions, and hand over the key facts, evidence and open questions.
The findings this task needs, with source references. Read supporting details when needed; keep valid understanding available for the next authorized task.
Built for your policies, systems and support workflows.
Connect the customer’s report, authorized identifiers and relevant records from your order, delivery and support systems.
- 01
Support evidence extraction
Messages, photos, calls, order events and relevant policy passages.
- 02
Order relationships and policy rules
Customer–order–parcel relationships, status definitions and policy scope.
- 03
Support investigation Skills
Find gaps, reconcile evidence and prepare a case for an action or human handoff.
Validate the results on your tasks.
- Does the case include the evidence needed?
- Does the policy apply to this order?
- Can the support team continue from the handoff?
Review the findings, source references, handling steps and usage together with your team.
The task, known facts and constraints.
Relevant findings, conditions, references and unresolved gaps.
Your AI support agent investigates the remaining gaps, then uses its business tools to refund, replace or escalate once the conditions are verified.
Connect through MCP tools and a task-aware Skill. Let your business agent use the tools directly or delegate context preparation.
See the integration optionsSee it with your support cases.
Bring anonymized cases, business records and policies to see how your agent investigates and prepares a resolution or handoff.