AI agents that streamline customer service.
Automate inquiries and tasks across customer service, sales and collections through WhatsApp, web, voice and email. We connect AI agents to your systems and policies to perform authorized actions and hand over cases that need human attention.
Service slows down when inquiries, systems and teams are disconnected.
- 01
Recurring inquiries and tasks
Similar questions and requests arrive through different channels. Handling every step manually takes up the team's time and can create delays.
- 02
Information that needs to lead to action
Checking a balance, scheduling an appointment or following up on a payment requires access to business systems and permission to perform each operation.
- 03
Continuity across channels and teams
When channels use different information or criteria, following up on a request becomes harder. The team receiving a handoff needs the available context and a clear view of what remains unresolved.
From customer inquiry to action.
We define which inquiries and tasks the agent will handle, what information it can use and which actions it is authorized to perform. We connect the workflow's systems and the team receiving handoffs, then measure the outcome of each interaction against the agreed process.
- 1
Service information and rules
We configure products, policies, scripts and action limits for the inquiries and tasks included in scope.
- 2
Actions connected to your systems
We integrate queries and operations with CRM, core systems and payments according to the workflow, with customer authentication and clearly defined actions.
- 3
Service on selected channels
We adapt the workflow to WhatsApp, web, voice or email, with the integrations and measurement criteria each channel requires.
- 4
Handoff to the service team
We define when a person should step in and what information is shared with them to continue handling the request.
- 5
Quality and outcome tracking
We measure resolution, service times and satisfaction. For sales or collections workflows, we include conversion or recovery according to the agreed objectives.
Integration with your operations and visibility into every workflow.
- Systems and contact center integration
- We connect CRM, core systems, payments and service platforms to perform the workflow's actions and transfer cases to the appropriate team.
- Conversation analytics and review
- Conversation analytics and a review portal with recording and transcription where applicable, to evaluate responses, actions and handoffs.
- Scope and measurement
- Each phase defines workflows, channels, deliverables and acceptance criteria. We evaluate results against the current operation.
- Operations and support
- A dedicated team and 24/7 coverage for critical incidents, with defined service levels and escalation paths.
- Continuity and handover
- Exportable scripts, configurations and logs, with documentation and handover terms defined in the contract.
Capabilities and experience in AI customer service.
Amarello implementations across industries since 2008
automated service according to the agreed scope and service levels
WhatsApp, web, voice and email, with workflows and integrations defined for each channel
Experience building customer service solutions
We have built AI customer service solutions and supported their design, integration and operation. The work includes configuring conversations, connecting systems, defining human handoff and reviewing service performance.
Companies Amarello has worked with
Banking · Financial services · Retail · Telecom
We move phase by phase, with verified results.
We start with one workflow and one channel. We agree on what counts as a resolved request, when the service team should step in and how to compare results with the current operation. The timeline depends on the scope, integrations and acceptance criteria.
- 1
Workflow and success criteria
- What we do
- We select a workflow, such as balance inquiries, appointments or early-stage collections. We define actions, handoff rules and metrics for resolution, service times and cost per contact. For commercial workflows, we include the relevant business outcomes.
- Your team's role
- Provide scripts, policies, service owners and the access needed to assess the workflow.
- Criteria to proceed
- Scope, baseline metrics, actions and acceptance criteria agreed.
- 2
Testing with real conversations
- What we do
- We test with historical conversations in an evaluation environment before serving customers. We review responses, actions and handoffs against the workflow's criteria.
- Your team's role
- Provide a representative sample of conversations and involve people who can assess whether a request has been handled correctly.
- Criteria to proceed
- Results evaluated and required adjustments defined before the pilot.
- 3
Pilot on one channel
- What we do
- We handle a limited volume of real interactions, with human handoff and daily reviews. We assess service quality and integration performance.
- Your team's role
- Involve the service team receiving handoffs and assign a channel owner.
- Criteria to proceed
- Workflow, handoffs and integrations validated against the agreed criteria.
- 4
Production and operations
- What we do
- We activate support and outcome tracking, document operations and agree on how products, scripts and policies will be kept up to date. We expand workflows and channels based on results and the defined scope.
- Your team's role
- Assign owners for the service and for keeping products, scripts and policies up to date.
- Criteria to proceed
- Operations and support active, owners assigned and documentation delivered.
Architecture, integrations, security and deployment.
Integration
Integration with CRM, core systems, payment gateways, contact center platforms and WhatsApp Business. Each workflow defines the available queries and actions, authentication and required permissions.
Models
Language models with tools and operating rules limited to each workflow. During the technical assessment, we specify which models process the information and how they are used in the proposed deployment.
Voice
A voice channel with transcription and recording where applicable. The integration defines how calls are transferred to the service team and which conversation information is made available to them.
Security
Customer authentication before performing actions, workflow limits and operation logs. During the technical assessment, we review security and data location requirements to identify compatible deployment options.
Quality
Continuous evaluation, monitoring for changes in performance and human review of conversation samples. Analytics and the conversation portal support review of responses, actions and handoffs, with recording and transcription where applicable.
Deployment and handover
Google Cloud Platform (GCP) is our primary runtime environment. Availability on Amazon Web Services (AWS) or private infrastructure is confirmed during the technical assessment, based on the environments validated for the solution. The contract defines exports of scripts, configurations and logs, documentation and the terms for handover to the client's team.
Questions before getting started.
Can the agent perform actions or only provide information?
It can retrieve information and perform the actions defined for each workflow, such as scheduling an appointment or handling a step in a payment process, through the agreed integrations. Authentication, permissions and action limits are configured, and the actions performed are recorded.
Does it integrate with our current service platform?
We review the interfaces of your CRM, contact center and the systems used by the workflow. We define the required integrations and test action execution, human handoff and the information the service team will receive.
What happens if it cannot answer or complete a request?
It is configured to state its limits and hand off to a person according to the agreed criteria. The integration determines which context is shared and how service continues. We evaluate this behavior with representative conversations and during operation.
How do you measure the impact on customer service?
We agree on baseline metrics and success criteria for the workflow: resolution, service times, cost per contact and satisfaction. For sales or collections, we add conversion or recovery where relevant. We also review whether handoffs were appropriate and actions were completed correctly.
How is customer information protected?
We define authentication, permissions and workflow limits, with an immutable record of actions and response traceability. During the technical assessment, we detail how information is handled and which deployment options are compatible with the project's requirements.
Can the agent serve customers outside our team's working hours?
Automated service can operate 24/7 according to the agreed scope and service levels. Human team availability is defined separately, along with how cases requiring human involvement are handled outside business hours.
Who handles an incident outside business hours?
Our response team provides 24/7 coverage for critical incidents. Service levels and escalation paths are defined in writing. This technical support is separate from the team receiving conversations handed over by the agent.
How do you support continuity without dependence on Amarello?
The contract defines exports of scripts, configurations and logs, documentation, rights to components and handover to the client's team.
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Let's identify the first service workflow we can improve.
Together, we review recurring inquiries, the systems involved and your team's role. We start with one workflow and one channel, and agree on how to measure resolution, quality and cost before expanding the scope.