A customer calls or chats in with a question. Maya greets them face-to-face via live avatar, searches the client’s knowledge base in real time, and resolves the query on the spot. Complex issues get escalated with full conversation context — the next agent never asks the customer to repeat anything.
What inbound customer service still looks like without this bundle
Inbound CSR teams handle the same questions hundreds of times a day. The answers exist in SOPs, product manuals, and policy documents — but every interaction still requires a human to find the answer, rephrase it, and deliver it. The knowledge is there. The lookup is the bottleneck.
Repetitive Queries Consume Human Hours
Order status, return policies, account questions, password resets — these make up the majority of inbound volume. Each one takes 3–8 minutes of a human agent’s time even though the answer is a paragraph in the SOP. Multiply by 200 tickets per shift and the entire team is consumed by lookups.
Hold Times Destroy Satisfaction
When a customer calls, they wait in a queue. When they reach an agent, the agent puts them on hold to look up the answer. The customer who called to ask a simple question about their plan just spent 12 minutes getting a 30-second answer. The experience was bad before the agent even spoke.
Escalations Start from Scratch
The first agent collects the customer’s issue, attempts a resolution, fails, and transfers the call. The second agent opens the ticket and sees a one-line note. The customer explains everything again. The problem is not the escalation — it is the lost context at the handoff.
Inconsistent Answers Across Shifts
Three agents answer the same policy question three different ways. One is too lenient, one is too strict, one is accurate. The client’s brand voice guide exists in a shared folder. It is not enforced at the point of response. Consistency depends on which agent picks up the call.
Pre-Built Workflow
Inbound query arrives — Maya resolves or escalates with full context
Every inbound interaction follows the same flow. Maya answers what she can from the knowledge base, collects structured information from the customer, and hands off complex issues with everything the next agent needs to pick up without re-asking.
1
Customer contacts inVia chat widget, email, or live avatar session — Maya greets and asks how she can help
2
Query classifiedEmail triage categorises the request into one of 8 types (billing, returns, account, product info, shipping, technical, complaint, other) with a confidence score
3
Knowledge base searchedMaya searches the client’s loaded SOPs, product docs, and FAQ sheets for the specific answer
4
Answer found → respond immediatelyHigh-confidence match — Maya delivers the answer in the client’s brand voice. Ticket resolved without human involvement
5
Answer not found → structured escalationMaya attaches classification, context summary, knowledge base search results, and suggested reply — the human agent picks up with full information
6
Interaction loggedFull intake summary generated — customer issue, context, resolution or escalation outcome. SMS confirmation sent if configured
Three Layers Working Together
Avatar + Knowledge + Tools — in one support session
The optional live avatar layer puts Maya face-to-face with the customer in real time. Without avatar, the same query resolution and escalation workflow runs through chat and email as a straight text workflow.
Live Avatar Answering from Your Knowledge Base
This is the differentiator. Maya is not reading from a generic script — she searches the client’s own documentation in real time while talking to the customer. When a customer asks “is my warranty still valid?” Maya pulls the warranty terms from the client’s loaded policy document and answers with the exact clause. The customer sees a face, hears a voice, and gets an accurate answer in seconds — no hold music, no transfers, no “let me check with my supervisor.”
With Avatar (Voice)
Maya appears face-to-face via live two-way video — the customer talks to a person, not a chatbot
Searches the client’s knowledge base in real time during the conversation — no hold, no wait
Displays relevant documentation as visual link cards while speaking
Collects issue details through natural conversation instead of structured forms
Escalates with full video session transcript — the human agent watches the replay instead of re-asking
Available 24/7 across all time zones — no shift scheduling gaps
Straight Workflow (No Avatar)
Same knowledge base search, same classification, same escalation flow — no video layer
Runs on chat widgets embedded on the client’s website or through email
Email triage classifies incoming messages into 8 categories with confidence scores
Auto-generated suggested replies for agents to review before sending
Results delivered via API, webhook, or directly to the client’s ticketing system
Lower cost per interaction — suitable for high-volume text-based support
Each scenario shows a real situation, what Maya does, and the structured output the operation receives.
Telecom Provider — Plan Questions and Billing
Telecom outsources L1 inbound support handling 800+ calls and chats per day
Plan details, billing procedures, coverage maps, and outage notification templates loaded into knowledge base
Customer asks “does my plan include international roaming?” — Maya searches plan documentation and responds with the specific terms
Customer reports a billing discrepancy — Maya classifies as billing, attaches relevant policy documents, escalates to a human with suggested resolution
Service outage in a region — Maya recognises outage-related queries and auto-responds with status update and expected resolution time
After hours — Maya handles the entire shift without staffing, escalation queue reviewed in the morning
Output: Daily report — 812 interactions, 504 auto-resolved (62%), 308 escalated with full context. Top categories: plan questions (38%), billing (24%), outage-related (21%). Average response time: under 8 seconds.
E-Commerce — Returns, Shipping, and Order Status
Online retailer handles 400+ inbound queries per day across chat and email
Returns policy, shipping FAQ, product catalog, and order status procedures loaded into knowledge base
Customer asks “where is my order?” — Maya finds tracking instructions in the knowledge base and responds with step-by-step guide
Customer wants to return an item bought 45 days ago — Maya finds the 30-day return window, explains the policy, offers alternatives documented in the FAQ
Damaged product complaint — Maya flags as emotionally sensitive, collects photos and details through conversation, escalates to returns team with full context
Holiday volume spike — routine questions auto-resolved, human agents focus on refund disputes and damaged goods
Output: Weekly report — 2,840 interactions, 1,789 auto-resolved (63%), 1,051 escalated. Callbacks scheduled: 127. Zero customers repeated their issue at handoff.
Healthcare Clinic — Appointment and Insurance Questions
Multi-location clinic receives 200+ inbound calls and messages daily
Appointment procedures, insurance acceptance lists, office hours, preparation instructions, and post-visit FAQ loaded into knowledge base
Patient asks “do you accept Blue Cross?” — Maya searches the insurance list and confirms with the specific plan details
Patient needs to reschedule — Maya books a new callback slot and confirms via SMS
Patient describes symptoms wanting medical advice — Maya does not provide medical advice, classifies as clinical, escalates immediately to clinical staff with full context
After-hours calls handled by Maya — urgent flagging routes to on-call staff, routine questions answered from documentation
Every tool in this bundle is built, tested, and running in production. The knowledge base search and email triage handle the front line. Intake summary, scheduling, and SMS handle the follow-through. All 9 work together in the inbound CSR workflow.
9 TOOLS • ALL LIVE
Knowledge Base SearchSearch client SOPs, product docs, FAQ sheets, and policy documents. Returns the specific passage that answers the customer’s question
Email TriageClassify incoming messages into 8 categories with confidence scores. Routes: auto-respond, queue for review, escalate to human, discard
Intake SummaryStructure a customer’s issue from conversation into organised fields: problem, context, attempted solutions, desired outcome
Intake QuestionsGenerate targeted follow-up questions when the initial message lacks detail. Gathers specifics without making the customer repeat themselves
Document SummarySummarise customer-submitted documents, attachments, or email threads into a concise brief for the escalation agent
Extract RequirementsPull specific terms, conditions, or policy clauses from documentation relevant to the customer’s query
Schedule CallbackBook a callback appointment when the customer prefers a call. The agent receives the ticket with full context before dialling
Send SMS NotificationSend ticket status updates, callback confirmations, or resolution summaries to the customer via SMS
Follow-Up SequencerAutomate follow-up messages after resolution — satisfaction check, additional help offer, survey link
Traditional inbound operations staff human agents to answer questions that already have documented answers. This bundle automates the lookup and delivery, giving human agents time for issues that genuinely require judgment.
Traditional Inbound CSR
Every call handled by a human agent regardless of complexity
Agent manually searches SOPs and knowledge bases for each question
Customer waits on hold while the agent looks up the answer
Escalation transfers a one-line note — next agent re-asks everything
After-hours coverage requires night shift staffing or outsourcing
Brand voice depends on individual agent interpretation
Volume spikes require emergency overtime or queue overflow
VS
Inbound CSR Bundle Agent
Routine queries auto-resolved from client’s own documentation in seconds
Knowledge base searched automatically — no hold time, no manual lookup
Live avatar greets the customer face-to-face and answers in real time
Escalation includes classification, context summary, and suggested reply
24/7 coverage without shift scheduling — Maya never sleeps
Every response generated from the client’s documents in their brand voice
Volume spikes absorbed — flat pricing regardless of interaction count
Live avatar answering customer questions from your own knowledge base in real time. Routine queries resolved in seconds. Complex issues escalated with full context. 9 tools. Flat pricing regardless of volume.
The Inbound CSR Bundle Agent is a pre-built AI customer service workflow powered by Maya with optional live avatar. When a customer calls or chats in, Maya greets them face-to-face through two-way video and searches the client’s loaded knowledge base in real time — SOPs, product documentation, FAQ sheets, and policy documents — to find and deliver the specific answer. Routine queries are resolved in seconds without human involvement. When the issue requires human judgment, Maya classifies the request into one of 8 categories (billing, returns, account, product info, shipping, technical, complaint, other) with a confidence score, attaches full conversation context including knowledge base search results and a suggested reply, and routes to a human agent. The human agent picks up with complete information — customer history, classification, attempted resolution, and suggested response — eliminating the re-ask that kills customer satisfaction at handoff. Callback scheduling is built in for customers who prefer a call. SMS notifications keep customers informed of ticket status. The bundle includes 9 tools from the TaskMaster tool library: knowledge base search, email triage, intake summary, intake questions, document summary, extract requirements, schedule callback, send SMS notification, and follow-up sequencer. All tools are live and running in production. The live two-way video avatar layer is the differentiator — the customer sees a face, hears a voice, and gets an accurate answer from the client’s own documentation in real time. Available in 30 languages with pay-as-you-go pricing. No long-term commitment required. Business and deployment partner licenses available.