Resolve customer issues before they escalate
Resolve customer issues before they escalate
Relay triages inbound requests, classifies intent, pulls the right data, and resolves routine issues or routes complex ones to your team with full context. Your customers get faster answers. Your team gets fewer interruptions.
How Relay handles customer service
How Relay handles customer service
01
Triage & Understand
Triage & Understand
Every inbound message like email, form submission, portal request is parsed for intent. Relay classifies the request type (status check, complaint, change request, question) and extracts key entities (order ID, customer name, product, issue). Out-of-scope requests are flagged and routed separately.
Every inbound message like email, form submission, portal request is parsed for intent. Relay classifies the request type (status check, complaint, change request, question) and extracts key entities (order ID, customer name, product, issue). Out-of-scope requests are flagged and routed separately.
02
Research & Resolve
Research & Resolve
For routine requests, Relay pulls the relevant data from your systems and resolves the issue directly by either composing and sending a response, updating a record, or initiating a workflow. No human needed for the 80% of inquiries that follow a known pattern.
For routine requests, Relay pulls the relevant data from your systems and resolves the issue directly by either composing and sending a response, updating a record, or initiating a workflow. No human needed for the 80% of inquiries that follow a known pattern.
03
Escalate With Context
Escalate With Context
When an issue requires human judgment, Relay doesn't just forward the email — it builds a case file. Your team sees what the customer asked, what Relay already checked, what the data shows, and what options are available. One-click to resolve, edit, or override.
When an issue requires human judgment, Relay doesn't just forward the email — it builds a case file. Your team sees what the customer asked, what Relay already checked, what the data shows, and what options are available. One-click to resolve, edit, or override.
AI Agents that power this process
Clarification agent
Asks follow-up questions when the initial request is ambiguous or missing key details
Out of scope agent
Identifies requests that fall outside Relay's configured workflows and routes to the right team
Order & delivery status agent
Handles the most common inquiry type — "where is my order / shipment?"
AI Agents that power this process
Clarification agent
Asks follow-up questions when the initial request is ambiguous or missing key details
Out of scope agent
Identifies requests that fall outside Relay's configured workflows and routes to the right team
Order & delivery status agent
Handles the most common inquiry type — "where is my order / shipment?"
AI Agents that power this process
Clarification agent
Asks follow-up questions when the initial request is ambiguous or missing key details
Out of scope agent
Identifies requests that fall outside Relay's configured workflows and routes to the right team
Order & delivery status agent
Handles the most common inquiry type — "where is my order / shipment?"
Of routine requests resolved automatically
Of routine requests resolved automatically
Faster average response time
Faster average response time
Reduction in escalation to human team
Reduction in escalation to human team
Enabled by leading capabilities
Enabled by leading capabilities
Meet your new operations layer
Move from people-heavy processes to automated workflows that run continuously, reducing delays, errors, and operational overhead.
Schedule a demo
Meet your new operations layer
Move from people-heavy processes to automated workflows that run continuously, reducing delays, errors, and operational overhead.
Schedule a demo
Meet your new operations layer
Move from people-heavy processes to automated workflows that run continuously, reducing delays, errors, and operational overhead.
Schedule a demo
Meet your new operations layer
Move from people-heavy processes to automated workflows that run continuously, reducing delays, errors, and operational overhead.
Schedule a demo
PLATFORM
USE CASES
BackOps AI
BackOps AI is built to keep your data safe. We put privacy and security front and centre, so you don’t have to.
PLATFORM
USE CASES
BackOps AI
BackOps AI is built to keep your data safe. We put privacy and security front and centre, so you don’t have to.
PLATFORM
USE CASES
BackOps AI
BackOps AI is built to keep your data safe. We put privacy and security front and centre, so you don’t have to.
PLATFORM
USE CASES
BackOps AI
BackOps AI is built to keep your data safe. We put privacy and security front and centre, so you don’t have to.