Rigid scripts failed on edge cases. Reasoning agents now plan workflows and adapt to context to resolve complex requests.
A global service platform powering more than 4.6 billion customer resolutions annually.
Traditional intent-based bots relied on rigid scripts that failed when customers asked clarifying questions or changed their minds. These static...
“The old world was message in, response out. Real customers change their minds, ask clarifying questions, and expect the AI to follow along naturally. In service, the only outcome that matters is resolution, and until now, bots have been somewhat limited in their ability to achieve it.”
AI-powered customer service and employee experience software platform.
AI research and deployment company developing generative models and tools.
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Legacy bots deflected queries but resolved just 30%. Rebuilding with reasoning agents doubled the rate of true resolutions.
Routine tickets took days to close. Now, AI uses account context to resolve issues instantly, escalating only complex needs to humans.
Sequential models collapsed under messy workflows. A parallel AI engine now clears 40k requests/second with sub-3s response times.
Engineers manually correlated alerts across systems. AI agents now diagnose issues and suggest fixes, cutting recovery time by 35%.
Minor edits required days of crew coordination. Now, staff use avatars to modify dialogue and translate languages instantly.
Lab supply orders were handwritten in notebooks. Digital ordering now takes seconds, saving 30,000 hours for research annually.
Experts spent 15 minutes pulling data from scattered systems. Natural language prompts now generate detailed reports instantly.