Workflow Build Order
We built the highest-volume workflow first and measured each one on live inquiries. The customer sees one conversation. Behind it, the agent moves between workflows when the topic changes.
The Workflows
- W4
Identity Verification
The agent matches name, date of birth, and address even with typos, nicknames, and partial records.
Live70%Verification success - W6
Account Inquiry
This is the main workflow. The agent reads the live account, subscription, and shipment status and answers on the spot.
Live26%Of its inquiries resolved - W8
Billing & Refunds
The agent explains dual charges, checks refund eligibility against policy, and files review tickets for the billing team.
Live40%Of inbound volume - W9
After-Hours Coverage
A quarter of inquiries arrive outside business hours. The agent resolves what it can and leaves staff notes for the morning team.
Live24%Of all volume - W10
Retention & Downsell
Before an account closes, the agent offers a pause or a reduced-rate plan.
Live2 → 1Flows consolidated - -
Prescriptions & Order Status
The agent answers medication and pricing questions and shares live shipment tracking. This is the next 20% of volume.
In flight~20%Of inbound volume
Workflow Detail
Account Inquiry Workflow
The automated steps call the client's live APIs. Anything outside policy becomes a task for a person with the account history attached.
- 01Auto
Verify the customer in about six seconds with fuzzy matching on name, date of birth, and address.
Proprietary CRM - 02Auto
Classify intent from the customer's own words; they can change topics mid-conversation without starting over.
- 03Auto
Pull the live account: subscription state, recent invoices, prescription and shipment status.
Billing platform · real-time API - 04Auto
Resolve on the spot: explain the charge, confirm the renewal date, share tracking.
- 05Human
Requests outside policy (refunds, disputes) become tickets with full context that the billing team reviews within 24–48 hours.
CRM task queue - 06Auto
Write the disposition and a staff note back to the account, so the next specialist sees the whole story.
Proprietary CRM