The challenge
Bring assisted replies, knowledge retrieval and priority routing together without losing the hand-off to a human support team.
How StrandIT approached the project
The support journey combines relevant knowledge with suggested responses. Routing and human hand-off remain part of the same workflow so complex questions can move to the right person with useful context.
Helpful answers.
Thoughtful hand-offs.
Relevant knowledge, reply assistance and a clear owner for each conversation.
Inbox
Changing a booking
Context ready for the team
Service information
Waiting for triage
Account question
Waiting for triage
Can I move my appointment to a different day?
Booking changes / approved policy
Source available for review ↗We can help with that. Please share your booking reference so our team can check the available options.
The work in focus
- Knowledge-informed reply assistance
- Support priority routing
- A contextual human hand-off
Why this matters for the business
Help the support team respond with relevant information and keep ownership of complex requests.
Useful automation starts with a clear workflow. Connecting information and making hand-offs explicit helps the team understand what needs attention, rather than adding another disconnected tool.
