Authenticated intake
Voice, chat, and email intents are normalized with caller verification before a human ever joins the thread.
Customer Support ยท Tier 0-2
Autonomous Call Center Workflow & Ticket Resolution
Ticket intake, customer authentication, knowledge synthesis, and escalation prep run on autopilot. Supervisors only step in when a human voice is actually required.
From IVR intent detection to resolution recap in under 5 minutes.
- Average handle time
- -38%
- Human escalations
- 18%
- CSAT delta
- +2.4 pts
Baseline measured across chat + voice queues after 45 days on Layi.
Only complex or policy-restricted tickets leave automation lanes.
Blended CSAT uplift driven by proactive updates + instant summaries.
Structured escalations
Supervisors receive context packs with transcript snippets, policy hits, and suggested resolutions.
Closed-loop coaching
Post-resolution surveys, QA rubrics, and deflection insights push straight into workforce planning dashboards.
Workflow blueprint
How Layi moves tickets from intake to resolution
Every phase stitches data, policy, and people into a reliable loop. Supervisors only step in when the system has already done the prep work.
Phase 1
Intake & Intelligent Triage
Every inbound signal is authenticated, enriched, and mapped to the right resolution lane without queue juggling.
Voice IVRChat widgetsEmail pipingSMS autoresponse
Intent detection + policy lookup
Layi parses transcripts, CRM notes, and recent orders before drafting the intent + urgency profile.
Automations
Speech-to-textPolicy rules engineRisk scoring
Outputs
Intent labelPriority tagAuthentication checklist
Identity + entitlement verification
Multi-factor signals and CRM entitlements unlock the exact workflows and data needed to proceed.
Automations
OTP + email verificationEntitlement store lookup
Outputs
Verified customer profileAccessible workflow steps
Lane selection + queue placement
The ticket is routed to self-serve macros, low-code fixes, or human-ready queues with SLA tracking.
Automations
Routing serviceSLA calculator
Outputs
Assigned workflow laneProjected resolution time
Phase 2
Context Stitching & Drafting
Knowledge sources, account history, and prior escalations are woven into a proposed resolution before anyone intervenes.
CRM timelineKnowledge baseOrder managementMonitoring alerts
Evidence sweep
Pulls account events, device telemetry, and previous transcripts while highlighting anomalies vs policy.
Automations
Vector search over KBLedger + OMS checks
Outputs
Evidence digestKnown-issue match confidence
Response drafting
Composes a policy-compliant response along with alternative actions for goodwill or upgrades.
Automations
Template composerTone calibrationLegal phrasebook
Outputs
Primary response draftFallback actions list
Data writes + temporary holds
Applies safe ledger holds, pauses shipments, or schedules callbacks so no manual toggling is required.
Automations
ERP integrationTicket tagging
Outputs
Updated ticket statePending action tracker
Phase 3
Escalation & Approval Control
When human oversight is required, supervisors receive everything they need to approve within seconds.
Supervisor consoleSlack / Teams alertsQA dashboard
Context packet prep
Bundles transcripts, artifacts, fraud signals, and recommended resolution for instant supervisor review.
Automations
Transcript summarizerPII redaction
Outputs
Escalation briefRecommended action
Two-click approvals
Supervisors approve goodwill credits, policy overrides, or refunds directly inside the packet.
Automations
Just-in-time policy guardrailsApproval logging
Outputs
Decision logAudit trail entry
Execution + notification
Layi executes the approved action, updates finance/CRM systems, and notifies the customer with clarity.
Automations
Workflow orchestratorCustomer notification engine
Outputs
Confirmation messageClosed escalation task
Phase 4
Resolution & Feedback Loop
Conversations close with structured summaries, QA rubrics, and coaching signals for the next shift.
Customer surveyQA boardWFM dashboards
Customer recap
Delivers a recap email or SMS with the action plan, timelines, and a short CSAT pulse.
Automations
Channel-specific templatesSurvey embed
Outputs
Recap messageCSAT response
QA + coaching insights
Scores the interaction, flags script drift, and proposes snippets for knowledge base updates.
Automations
QA rubric engineCoach queue triggers
Outputs
QA reportKB update tasks
Forecast + staffing feedback
Feeds deflection, channel mix, and queue time deltas back into workforce plans.
Automations
WFM integrationAnomaly detection
Outputs
Deflection metricsStaffing recommendation
Approval guardrails
Decisions still route through accountable owners. Layi merely prepares the packet and enforces the guardrails.
Goodwill credits
Support supervisorSupervisors approve within the escalation brief while Layi enforces dollar limits and compliance notes.
Sensitive account updates
Finance partnerLayi stages ledger or subscription changes and waits for finance/legal sign-off before touching production systems.
Policy deviations
Legal reviewerLegal gets pre-filled context with risk callouts so exceptions are logged against the right clause.
Operations telemetry
Executives receive a live model of the workflow so staffing, QA, and product feedback stay in lockstep.
Queue health
Dynamic dashboards + PagerDuty alerts when SLAs drift.Live snapshot of wait time, backlog, and automation deflection per channel.
Compliance & QA
Exports to GRC stack nightly and streams deltas in real time.Audit-ready trails for every automated action plus rubric scoring for agents who intervene.
Product feedback
Auto-tagged topics synced to Jira/Linear for prioritization.Patterns from reopened tickets and CSAT comments flow to product/ops weekly.