UC-320
Role-Scoped Q&A over Calls and Customers
Lets anyone ask in their own words and language across understood calls and customer records, answering with the evidence behind it.
TBDBuild Duration
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The Challenge
Getting an everyday answer means raising a report request and waiting, or digging across screens. Calls sit in one system and customer records in another, so nobody can ask a question that spans both.
How It Works
- Reads the understood calls from call analytics with the customer records and staff hierarchy.
- Interprets the question in the user's own language and retrieves across both sources.
- Answers with the matching calls, records and charts, and re-runs saved questions on a schedule.
What It Removes
- Report requests raised for everyday questions
- Calls and customer records queried separately
- Answers taken on trust with no record behind them
Input Data RequirementsCall analytics output, customer records, staff hierarchy for role scoping, read-only permissions, baseline report-request volume
Output FormatPlain-language chat on web and in the customer system, answers with source calls, records and charts, scheduled saved questions, who-asked-what log
“An answer in seconds, in my own language, with the actual calls it came from sitting underneath it.”