AI Customer Support Agents for Faster, Smarter Support
A large share of support volume is the same handful of questions. We build support agents that resolve those instantly on your existing channels, and escalate everything else to a person with full context.
The problem this solves
Support queues grow faster than teams do. Simple questions wait behind complex ones, and answers vary depending on who replies.
- Long first-response times on routine questions
- Inconsistent answers across agents and channels
- Support staff spending the day on repeat queries
- No visibility into what customers keep asking
What Sentrum builds
A support agent grounded on your policies and help content, deployed across your channels, with escalation rules your team controls.
- Knowledge base built from your existing help content and policies
- Deployment on website chat, WhatsApp and email
- Order, ticket and account lookups where systems allow
- Escalation rules by topic, sentiment or customer tier
- Conversation logging and recurring-issue reporting
Key capabilities
Instant answers
Routine queries resolved without a queue.
Multi-channel support
One consistent answer across chat, WhatsApp and email.
Status lookups
Order, booking or ticket status retrieved on request.
Escalation rules
Complex or sensitive issues routed to your team.
Ticket summaries
Escalations arrive summarised, not as a raw transcript.
Issue reporting
Recurring themes surfaced so you can fix the cause.
How it works
Illustrative flow — the exact steps are shaped around your process.
- 01Customer message
- 02Intent identified
- 03Answer or lookup
- 04Issue resolved
- 05Escalate if needed
- 06Ticket updated
- 07Trends reported
Business use cases
Tier-1 query resolution
The repeat questions handled automatically.
Order and delivery status
Self-serve updates around the clock.
Returns and policy questions
Consistent, policy-accurate answers.
Account and access help
Guided resolution for common account issues.
After-hours support
Coverage without a night shift.
Escalation triage
Complex issues reach the right team first time.
Integrations
Connect your existing CRM, communication tools, business systems and APIs. We confirm the exact integration list for your stack during scoping — we do not assume it.
Implementation process
Discovery
We map the process, the systems involved and what a good outcome looks like.
Scope & design
We agree the first use case, the rules, the handover points and the measures.
Build & integrate
We build the system and connect it to your existing tools in a test environment.
Pilot
We run it on real volume with your team watching, and correct what needs correcting.
Go live
The workflow runs in production with logging, alerts and reporting in place.
Improve
We review real usage, close gaps and extend to the next process.
Explore what we can build
Tell us about the process you want to improve and we will show you how it could work in your business — with the systems you already use.
Frequently asked questions
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Get your AI automation roadmap
A short conversation about your process, and a clear view of what can be automated first.
