02 / customer cases
Triage repeatable customer cases without hiding the handoff.
A controlled support and knowledge workflow for logistics, ecommerce, retail, insurers and selected fintechs. Classify intent, retrieve approved information, surface missing evidence and escalate when the answer is sensitive or uncertain.
Commercial owner
Head of Customer Experience, COO, Contact Centre Director, or Claims lead
Teams with a repeatable support or case queue, approved source material and an existing human escalation owner.
Actual workflow
Inbound WhatsApp, web or email case is captured with channel, customer and consent context.
Intent, urgency and risk are classified against a customer-approved taxonomy.
Retrieval checks approved policy/FAQ content and authorised case tools.
The assistant drafts within the agreed boundary; uncertain, sensitive or out-of-policy cases reach a person.
Every decision, tool call, escalation and outcome is logged for review.
Integration options
- WhatsApp Business Platform / BSP
- website chat
- email inbox
- CRM or ticket system
- approved internal APIs
Customer-dependent: these are supported design options, not public proof of a prebuilt connector. Discovery confirms the provider, credentials, allowed operations and test evidence.
KPIs to baseline
- first-response time
- case-routing accuracy
- unresolved-case ageing
- repeat-contact rate
- answer accuracy on an agreed test set
Included
- one production case queue
- knowledge ingestion and retrieval
- mock or documented case connector
- human escalation queue
- evaluation set and weekly unresolved-case report
Security posture
- tenant-scoped data access
- least-privilege tool permissions
- PII redaction in logs where required
- prompt-injection-resistant retrieval boundaries
- human review for high-impact actions
Not included
- claims adjudication, clinical decisions or regulated advice
- autonomous refunds, transfers or account changes
- unapproved outbound campaigns
- guaranteed containment or savings
Public research shows Nigerian logistics, ecommerce, insurance and banking operators expose support, complaint, claims and dispute paths. That is a workflow hypothesis, not proof that a named company is shopping.
Use the ROI framework