AI Customer Service that Resolves Faster and Delights
Versalence agents triage, route, and resolve customer issues across channels, summarize conversations, and take real actions in your systems to improve CSAT and reduce handle time.
Results vary by use case and channel.
What the Customer Service Agent can do
Triage & Routing
Detect intent, urgency, and sentiment; route via vCX Social CRM to the right queue or agent in Zoho Desk or Zendesk; auto-create/read tickets with full context.
Automated Resolution
Answer questions, process returns, reset passwords, update orders, or schedule appointments using secure actions.
Knowledge & Search
Grounded answers from your knowledge base, policies, and product docs with citation and guardrails.
Omnichannel
Web chat, email, WhatsApp, voice, and social DMs. Seamless handoffs and continuity across channels.
Summaries & Notes
Auto-summarize conversations, generate CRM case notes, and suggest next best actions; sync notes to vCX and to Zoho Desk/Zendesk tickets.
Integrations
Native vCX integration with Zoho Desk; create/read tickets in Zoho Desk and Zendesk. Two-way sync with vCX, CRM, order systems, identity, and RPA. Admin controls and audit logs.
How it works
Connect data
Connect CRM, ticketing, knowledge base, order and account systems. Define guardrails and SLAs.
Triage & understand
Agents detect intent, urgency, and sentiment and enrich the case with relevant context automatically.
Resolve or escalate
Self-serve solutions and system actions when safe; escalate to humans with a clean summary when needed.
Measure & improve
Track CSAT, AHT, FCR, and deflection; capture learnings to improve knowledge and automations.
Popular use cases
Order status, shipping updates, address changes, cancellations, and reships.
Generate labels, validate eligibility, process refunds, and confirm outcomes.
Troubleshoot connectivity, device setup, and account issues with step-by-step guidance.
Explain charges, update payment methods, apply credits, and create payment plans.
Check availability, propose times, and confirm appointments across time zones.
Secure password resets, MFA, profile updates, and access requests with policy guardrails.
FAQs
How do agents keep data secure?
Role-based access, PII redaction, and policy guardrails. Data is encrypted in transit and at rest with audit logs.
Where do answers come from?
Agents ground responses in your knowledge base, product docs, and case history. Citations are included when configured.
Which channels are supported?
Web chat, email, WhatsApp, voice, and social DMs. Add custom channels via connectors.
Can humans stay in the loop?
Yes. Through vCX, switch seamlessly between bot↔user and bot↔human modes. Support sticky agents and sticky users so conversations stay with the same rep when desired. Approvals for sensitive actions and clean handoff summaries keep teams in control.
Ready to Improve CSAT?
Book a 30-min discovery call and see a live bot tailored to your process in 24 hours.
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