80%+
Potential deflection of repetitive support requests once the knowledge base is in place.
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Use case · Customer experience
Resolve Tier‑1 tickets automatically—without losing the human touch
Utlyze agents absorb routine questions, triage complex issues, and brief your humans in real time so they can focus on the conversations that matter.
30–50%
Faster first-response and handle times when triage + suggested replies are deployed.
24/7
Coverage across chat, email, and voice while agents handle the edge cases.
Teams we help
- Support leaders drowning in repetitive Tier‑1 questions.
- Managed service desks that need 24/7 coverage without adding headcount.
- Brands pursuing multilingual support and faster SLAs.
Proof in the field
- Large telco cut handling time and increased add-on sales by 40% once virtual assistants supported reps (Reuters).
- Enterprises running IBM studies reported higher deflection and measurable ROI on automated customer interactions.
- Utlyze pilots see immediate CSAT improvements once summaries and escalations reach agents pre-filled.
What the agent delivers
Instant answers
Surface accurate responses from SOPs, KBs, and past tickets with guardrails for tone and compliance.
Smart triage
Classify, prioritise, and route tickets with full context so humans start every interaction with the right information.
Suggested replies
Draft messages and macros that agents can approve with one click to maintain brand voice.
After-contact wrap-up
Generate summaries, dispositions, and follow-up actions automatically to improve reporting.
Multilingual support
Translate queries and responses while preserving nuance and escalation rules.
How we roll it out
- Connect systems. Ingest help desk data, chat transcripts, macros, and policy docs.
- Design guardrails. Define escalation paths, tone, and handoff triggers with your team.
- Pilot in the loop. Launch supervised, learn from human feedback, and expand coverage.
- Automate top journeys. Approve auto-resolve for FAQs while higher tiers stay human in the loop.
Common integrations
Zendesk · Freshdesk · Intercom · Salesforce Service Cloud · email · chat · phone.
Utlyze agents are platform-agnostic and run on your infrastructure.
KPIs we monitor
- Deflection rate
- First-response & handle time
- CSAT / NPS
- Cost per contact
Security & compliance
Processing stays on your hardware. Audit trails, role-based access, and redaction are standard at Operator tier and above.
Recommended Utlyze tier
Workflow Operator
Best fit for most support organisations.
Setup: —
—/month
Team Assistant
For small teams easing into automation.
Setup: —
—/month
Autonomy Suite is available for complex multi-step policies or regulated audit requirements.
FAQs
Will we lose brand voice?
No. Models are tuned on your knowledge base and style guide, and humans approve responses before automation is expanded.
How do we keep humans in the loop?
We configure escalation thresholds, approval queues, and supervision dashboards so agents stay in control.
Ready to automate your support desk?
We’ll help scope opportunities, benchmark impact, and design a rollout that keeps humans empowered.