Omnichannel intake
Bring website, portal, email, messaging, phone summaries, and internal requests into one service flow.
AI customer service & case operations
05
AOS Service
Resolve the customer’s need—not just the message.
AOS Service understands the customer, order, product, history, and policy before responding—then coordinates the work required to reach a real resolution.
What it changes
Built for the complete operation.
Customers experience the company as one relationship, even when support crosses sales, orders, warehouse, delivery, billing, and technical teams. AOS Service keeps that context together.
The system can answer approved questions, collect structured evidence, classify urgency, create cases, route ownership, monitor deadlines, and escalate exceptions. Human staff see the same complete context instead of asking the customer to repeat everything.
Core capabilities
What AOS Service does.
Each capability is configured around your company’s people, process, systems, data, controls, and desired business outcomes.
Identity and context
Match the customer and retrieve authorized account, order, product, conversation, and service history.
Knowledge-guided response
Answer routine questions from approved policies, documents, product data, and account-specific information.
Case triage and routing
Classify issue type, severity, owner, required skills, SLA, and dependencies across departments.
Resolution workflow
Coordinate evidence, approvals, replacement, return, scheduling, billing, delivery, and customer communication.
Service intelligence
Detect recurring failures, at-risk customers, sentiment changes, bottlenecks, and root-cause patterns.
Operating flow
From signal to accountable action.
AOS Service works as a managed process—not a collection of disconnected AI responses.
- 01
Recognize
Identify the customer, account, language, order, product, and relationship context.
- 02
Understand
Clarify intent, urgency, evidence, policy, and the outcome the customer needs.
- 03
Resolve
Answer directly or coordinate the correct workflow across systems and teams.
- 04
Escalate
Move sensitive, high-risk, or exception cases to a human with full context.
- 05
Learn
Analyze resolution quality, recurrence, customer impact, and operational cause.
Business outcomes
Designed to improve the operation.
time to resolution
Start with context and route work correctly the first time.
service quality
Apply the same approved knowledge and service standards across channels.
root causes
Turn service demand into insight for products and operations.
Connected by design
Works with the business around it.
CRM and customer identityOrders, billing, and deliveryKnowledge and policy sourcesPhone, email, chat, and portalAOS Control exception management
Governance
Automation never hides accountability
- Confidence thresholds for automated answers
- Required human escalation categories
- SLA and ownership tracking
- Sensitive-data access rules
- Resolution approval and audit history
Your next operating model