Solutions · Customer Support

AI Customer Service

AI agents handle routine inquiries, assist with orders, statuses, and returns — with escalation to a human operator.

L1 automation escalation CSAT management
View solutions →
SourcePIM · DAM
SourceERP · OMS
SourceMarketplace API
SourceReviews · CRM
AgentContent
AgentDigital Shelf
AgentReviews
AgentPricing
AgentSupport
AgentMarketplaces
Human-in-the-loop · governance
OutputListings & content
OutputReports · alerts
OutputActions · responses

Challenges it solves

  • High support load — routine questions consume operator time.
  • First response SLA is growing; CSAT is declining.
  • Cost per support request exceeds industry benchmarks.
  • No segmentation by inquiry type and channel.

What AI does

Answers routine questions

AI resolves the majority of standard inquiries on the first response.

Handles order statuses

AI checks OMS and responds on statuses, delivery, and changes.

Assists with returns

AI initiates the return, processes documents, and notifies the customer.

Segments requests

AI routes inquiries to teams, products, and priorities.

Escalates complex cases

Transfers to an operator with full context, history, and a suggested resolution.

How it fits into your processes

Integrations

Systems it integrates with

Systems the solution connects to on the client side.

Layer 01 Connections
CRMOMSHelpdeskMessengers · email

Workflow

Sample workflow

  1. 01
    Inquiry intake

    AI receives the request from a messenger, email, or form.

    AI
  2. 02
    Context enrichment

    AI pulls the customer's history from CRM and orders from OMS.

    AI
  3. 03
    Resolution or escalation

    Routine — AI responds directly; non-standard — transfers to operator with context.

    AI
  4. 04
    Operator handling

    Operator resolves the complex case; AI learns from the operator's actions.

    Human
  5. 05
    Metrics and analytics

    CSAT, SLA, automation rate — updated in real time.

    AI

Impact metrics

Reduction in first response SLA

No invented percentages; impact described without specific figures.

Reduction in support costs

No invented percentages; impact described without specific figures.

Reduction in operator workload

No invented percentages; impact described without specific figures.

24TTL SaaS Products

Technology Foundation of the Integration

Ready-made modules for digital shelf, content, and sales activation. Can be used as building blocks for a custom AI process.

24ORM 24ORM: price, review, and stock monitoring on mobile screens
24ORM

Digital shelf analytics. Monitoring of listings, prices, availability, visibility, ratings, and competitors.

For brands and retailers
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24STREAM 24STREAM interface: rich content production and syndication
24STREAM

Rich content and content syndication. Production, adaptation, and delivery of content to platforms.

For brands and agencies
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24PIM 24PIM — product content management system: stores all content in one place and distributes it to all sites
24PIM

Product information management. Centralised management of product data and attributes.

For brands and retailers
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24WTB 24WTB "Where to buy" widget on a brand website
24WTB

Where to Buy. Commerce activation on brand websites with direct links to purchase points.

For brand manufacturers
Learn more
24SIS 24SIS: brand store builder and a finished Shop-in-Shop storefront on a retailer site
24SIS

Shop-in-Shop and brand zones. Brand presence within partner retail platforms.

For brands and retailers
Learn more
24AR 24AR: augmented reality in a product listing
24AR

AR and product interaction. Augmented reality for immersive product experiences.

For brands and retailers
Learn more
24TTL Case Studies

Completed AI Projects

Examples of AI implementations in digital shelf, content, and catalogue.

All cases →

Ready to deploy AI Customer Service?