Customer Operations Operations
Your Customers Wait 6 Hours for Answers Your Competitors Deliver in 4 Minutes
Klarna's AI assistant — powered by OpenAI — handled 2.3 million conversations in its first month, doing the work of 700 full-time agents while driving a projected $40M profit improvement. Customers resolve issues in under 2 minutes instead of 11.
The Problem
What This Is Costing You
Right Now
Average first-response time of 6+ hours drives customer churn when competitors respond in minutes
Support agents spend 60% of their time on repetitive order status, refund, and delivery queries that follow identical resolution paths
Peak periods (holidays, launches, incidents) overwhelm your team and create service level breaches that damage brand trust
Escalated tickets lose context when transferred between agents, forcing customers to repeat themselves
Cost of Inaction
At $3-6 per human interaction versus $0.25-0.50 for an agent, the math is clear. But the real cost is customer lifetime value lost to slow response times. Research shows 73% of customers switch brands after poor support experiences. Every hour of wait time is a retention risk.
Market Reality
What the Market
Already Knows
Customer service is the highest-impact AI agent use case, with 45-57% of organisations reporting active deployments. Klarna's AI assistant resolved two-thirds of all customer service chats autonomously — equivalent to 700 full-time agents — and is projected to drive $40M in profit improvement. The industry has moved from chatbots that deflect tickets to agents that resolve them end-to-end.
2 min
Resolution Speed (Klarna)
Klarna official press release, Feb 2024
$40M
Profit Improvement (Klarna)
Klarna corporate disclosure, 2024
25%
Repeat Inquiries Reduced (Klarna)
Klarna official press release, Feb 2024
45-57%
Customer Service Agent Adoption
Global enterprise surveys, 2026
50-65% of routine customer inquiries handled without human intervention in top-performing deployments
87% improvement in order resolution time through autonomous processing
Support teams shift from cost centre to revenue centre by identifying upselling opportunities through sentiment analysis
The Solution
Tier-1 Service & Order Management Agent
An agent that resolves routine customer inquiries instantly, 24/7, across languages. It handles order status, refunds, exchanges, and delivery issues autonomously while escalating complex cases to human agents with full conversation context.
01
End-to-End Order Resolution
Processes refunds, exchanges, delivery updates, and order modifications autonomously. Connects to your order management system to take action, not just provide information. Resolves 87% faster than manual handling.
02
Intelligent Multilingual Support
Native fluency in 45-135+ languages. Detects customer language automatically and responds naturally. Reduces translation costs by 85% while expanding your global service coverage.
03
Context-Rich Human Escalation
When issues exceed agent capabilities, the full conversation history, customer sentiment, and attempted resolutions are handed to the right human agent in Teams. No information is lost.
How It Works in Microsoft 365
Deployed via Copilot Studio on your website and channels, the agent resolves inquiries autonomously. Complex threads are escalated into Teams with full conversation history, customer sentiment analysis, and the correct support owner tagged.
Expected Outcomes
Measurable Results
Not Promises
82% Faster Resolution
From 11 minutes average to under 2 minutes for routine customer inquiries — matching Klarna's deployed results across 23 markets
66% Autonomous Handling
Two-thirds of all customer inquiries resolved without human intervention, equivalent to 700 full-time agents (Klarna)
24/7 Global Coverage
Consistent service quality across all time zones and 35+ languages without staffing for every shift
How We Work
We Start
On-Site
We do not send generic proposals. Every engagement begins with an in-person visit to your organisation. We need to see your actual workflows, talk to the people doing the work, and understand the real bottlenecks before we design anything.
After the visit, we scope the deployment, configure the agent to your exact environment, and launch with supervised automation. You see results within weeks, not months.
On-Site Support Operations Audit
We visit your support team, analyse ticket categories and resolution patterns, and identify the highest-volume, most-automatable inquiry types. We map your escalation paths and quality standards.
Order System & Channel Integration
We connect your order management, shipping, and refund systems to the agent. We configure resolution playbooks, escalation rules, and quality thresholds within your Microsoft 365 environment.
Supervised Launch & Quality Monitoring
The agent handles live customer inquiries with quality monitoring. We track resolution rates, customer satisfaction, and escalation quality weekly until performance exceeds your manual baseline.
Before We Visit
Let Us Audit Your Support Queue
We start by visiting your support operations to analyse your actual ticket patterns, resolution workflows, and quality standards. We need to see the real volume and complexity, not just the SLA reports.
Questions we will discuss during our first call:
How many customer support tickets does your team handle per month?
What is your current average first-response time?
What percentage of tickets are routine order, refund, or delivery inquiries?
We will call you first to understand your situation, then schedule the visit.