Duplex learns where each kind of question is best answered.
Step 1 of 4: Customer plans
Which tool fits which situation.
Fewer wasted calls: each kind of request goes to the tool that has answered it best.
Learning and personalisation. It runs In the background.
The first call goes to the right tool.
Through the working day, each question goes straight to the tool that has answered its kind best, so fewer calls are spent on tools that cannot help.
Step 1 of 3: Monday
Monday: a question about which plan a customer is on.
It learns while the work goes on.
Duplex learns which tool answers each kind of request best, in the background, so the choice stays up to date on its own.
Step 1 of 4: The start
At the start, a new kind of request may be tried on more than one tool.
Duplex picks the tool. Your controls decide who may use it.
Your controls set what each agent may do, whatever Duplex learns about your tools. A request reaches only a tool your controls allow for it.
Step 1 of 3: Allowed
A question about a customer’s plan from the support agent reaches the CRM, which that agent may read.
Learns which tool fits.
Your retrieval, caches, knowledge graphs, APIs and models become its tools. It learns which one works when, and permission stays with your controls.
- A confirmed way of using a toolA way of using a tool that worked is offered again the next time it fits.
- Which tool fits which situationFewer wasted calls: each kind of request goes to the tool that has answered it best.
- The right tool, at the right momentAgents stop guessing between tools: the one most likely to work is offered when it is needed.
See it on your own work.
From your own assistant to every agent your company runs, a pilot puts Duplex on your own work, with the measures agreed before it begins.