CSAX
Customer Service, Connected.
customerSAX connects customer context, commerce operations, cases, and service workflows in one unified platform — helping human agents and AI work together to deliver faster, more connected customer service.
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Traditional teams work across disconnected commerce, CRM, ticketing and knowledge systems. CSA creates a unified AI-assisted workspace.
Customer Context
Complete customer history, preferences, interactions and account information.
Commerce Operations
Orders, carts, payments, shipments and returns in one view.
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AI Execution
Move beyond recommendations with governed workflow execution.
Everything Agents Need In One Place
Customer Profiles
Order and payment history
Ticket management
Product search
AI recommendations
AI recommendations
Customer Profiles
Order and payment history
Ticket management
Product search
AI recommendations
AI recommendations
Guided actions
AI recommendations
Product search
Ticket management
Order and payment history
Customer profiles
Guided actions
AI recommendations
Product search
Ticket management
Order and payment history
Customer profiles
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Customer Request
Customer contacts the business through a supported service channel.
Understand Customer Context
Agent accesses Customer 360, order history, previous interactions, and relevant information.
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Identify the Right Action
Search knowledge, review policies, use AI assistance, and determine the appropriate resolution.
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Execute Service Workflow
Perform eligible actions such as order inquiries, returns, refunds, case updates, or assisted shopping.
Resolve & Follow Up
Communicate the outcome, update the case, and maintain the customer interaction history.
customerSAX is not an AI-agent wrapper. It is the operating surface for the whole service organization: frontline agents, supervisors, CX leaders and AI coworkers — across digital and voice channels.
B2C Experience
Resolve consumer requests with complete customer and commerce context.
B2B Experience
Manage complex business relationships, accounts, orders, and service workflows.
Shared Enterprise Foundation
One platform for your service organization.
Background
A growing omnichannel retailer needed to provide seamless customer support across multiple channels. Customer service agents had to navigate several systems to access customer profiles, orders, products, payments, and service history.
Business Challenges
Solutions we provided
Using CSA, we created a unified service workspace that brings together Customer 360, order management, product information, and service interactions. AI assists agents with customer context, summaries, and recommended actions while enabling them to perform commerce actions from one interface.
Key Highlights
Background
Financial institutions manage large volumes of customer inquiries related to accounts, transactions, cards, payments, and service requests. Agents need quick access to customer information while maintaining strict security and compliance requirements.
Business Challenges
Solutions we provided
CSA provides a secure, unified workspace for service teams to access customer context and service history. AI can assist with summarization, knowledge retrieval, and next-best actions while ensuring sensitive actions remain governed by appropriate workflows.
Key Highlights
Background
Telecom providers handle high volumes of customer interactions involving billing, plans, devices, connectivity, and technical issues. Resolving these requests often requires agents to access multiple systems.
Business Challenges
Solutions we provided
CSA brings customer information, service history, tickets, and relevant knowledge into a single workspace. AI assists agents by summarizing interactions, identifying customer intent, and recommending appropriate next actions.
Key Highlights
Background
Travel and hospitality businesses must support customers throughout their journey—from booking and payment to changes, cancellations, disruptions, and post-trip service.
Business Challenges
Solutions we provided
CSA provides agents with a unified view of customer details, bookings, interactions, and service requests. AI helps agents quickly understand customer context and supports faster resolution during high-volume periods.
Key Highlights
Background
Insurance customers often require support for policy inquiries, claims, payments, renewals, and documentation. Agents need complete customer context to provide accurate and personalized assistance.
Business Challenges
Solutions we provided
CSA creates a centralized workspace for agents to access customer information, policies, service history, and ongoing requests. AI assists with summarization, knowledge retrieval, and identifying the next appropriate action.
Key Highlights
Background
Utility providers manage large volumes of customer interactions related to billing, service requests, outages, meter information, and account updates.
Business Challenges
Solution we provided
CSA enables agents to access customer, account, and service information from a centralized interface. AI helps identify customer intent, surface relevant information, and support agents during high-volume events.
Key Highlights
Background
B2B organizations manage complex customer relationships involving large orders, contracts, products, deliveries, and ongoing service requirements.
Business Challenges
Solution we provided
CSA provides a unified workspace for service teams to view customer organizations, contacts, orders, interactions, and service requests. AI helps agents quickly understand account context and resolve complex requests.
Key Highlights
FAQ
Get answers to common questions here
Connect AI, commerce and customer experience in one enterprise platform.
Customer service for a mixed human + AI workforce, connected to the commerce systems that complete the resolution.