Sales and customers
Everything that comes in from customers and goes back out to them: enquiries, quotes, orders, support questions, the online store and marketing content. The agent sorts, extracts and drafts – sales, support and marketing only review and approve.
Sales and orders
The agent takes over the routine around enquiries, quotes and orders – from the first email to the entry in your ERP.
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Qualifying incoming enquiries
The agent reads an enquiry from your website or inbox, enriches it with company data from public registers and your CRM, and scores it against your criteria. The sales rep gets a ranked list with a recommendation on who to call first.
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Drafting a quote
From the customer's request and your price list, the agent builds a draft quote, applying discounts according to rules you define. It only goes to the customer once the sales rep has approved it.
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Orders from email into the ERP
The agent recognises an order in the body or attachment of an email, matches the items to your product codes and creates the order in the ERP. Anything ambiguous is flagged and left for a person to confirm.
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Reminders and follow-ups
The agent keeps an eye on open quotes and unanswered enquiries, drafts a follow-up in the tone of the previous conversation and suggests the next step to the sales rep. The rep decides whether it is sent.
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Updating the CRM after a meeting
From meeting notes or a transcript, the agent pulls out the agreed tasks and deadlines, logs them in the CRM and drafts a summary for the customer. The summary is only sent after approval.
For example, a manufacturing company receives enquiries by email in every imaginable form – a spreadsheet one day, two sentences and a photo the next. The agent extracts the items, quantities and deadline from each one, adds the customer's history from the CRM and prepares a draft quote for the sales rep. The rep simply reviews it, adjusts it and sends it.
Email and customer support
The agent sorts incoming messages, answers routine questions from your own materials and hands more complex cases to the right person – with a draft reply already prepared.
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Sorting and routing messages
The agent works out what each message is about and assigns it to the right team or person, including a priority. Urgent cases are flagged and escalated immediately.
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Answering routine questions
Questions about delivery, prices or opening hours are answered by the agent from your own materials and systems. When it is unsure, it sends nothing – it prepares a draft for a person instead.
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Draft replies for your team
For more complex requests, the agent looks up the customer's history and related documents and prepares a suggested reply. Your team member edits it and sends it with one click.
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Handling customer complaints
From the email and photos, the agent extracts the order number, a description of the problem and what the customer is asking for, logs the complaint and confirms receipt. Whether the claim is accepted is always decided by your staff.
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Daily support overview
Every morning the agent summarises what came in, what is still open and which topics keep recurring. The team lead sees where work is piling up without going through the inbox.
For example, a shared support inbox receives dozens of messages a day – order status questions, complaints, invoice requests. The agent categorises each one, answers order status questions itself from the data in your system (provided the customer writes from the email address on the order) and logs each complaint as a ticket with a suggested reply. A member of your support team simply reviews the draft and sends it.
Online store and e-commerce
The agent keeps orders, products and customer questions in order – especially where the online store, warehouse, carriers and accounting do not talk to each other.
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Order status questions
The agent tells customers where their parcel is – from the store's and the carrier's data, by email or in chat – after verifying the order number and the customer's contact details. Anything out of the ordinary, such as a lost shipment, is handed to a person.
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Product copy and translations
From the supplier's materials, the agent prepares the product description, specifications and translations into other languages in your brand's tone of voice. Nothing is published until it has been approved.
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Supplier price lists and stock levels
The agent reads price lists and stock levels from supplier emails or portals, compares them with your current data and prepares a list of changes. Availability updates and price changes within the limits you set are applied automatically; bigger price jumps and new items wait for the store manager's confirmation.
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Returns and refunds
From a return request, the agent checks the order and the statutory return period, sends the customer instructions and a shipping label, and once the goods arrive at the warehouse it prepares the refund for processing. The refund itself is approved by your staff.
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Checking orders before dispatch
The agent goes through new orders and flags inconsistencies – an incomplete address, an unmatched payment or an item that is out of stock. The warehouse only deals with genuine exceptions.
For example, an online store with several thousand products receives price lists and product descriptions from suppliers in all sorts of formats. The agent extracts the price and availability changes, prepares product copy based on your template and submits everything for approval. The store manager confirms the changes in bulk instead of editing every item by hand.
Marketing and content
The agent takes over research and preparation, first drafts and routine reporting – what gets published is decided by your people.
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Draft copy in your brand voice
From a source document – a product sheet, a brief or meeting notes – the agent drafts an article, social post or newsletter following your style guide and previously approved copy. Nothing is published until a person has edited and approved it.
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Campaign reports without spreadsheets
The agent pulls data from your ad accounts, web analytics and CRM, compiles a weekly overview with commentary on what changed since last week and flags campaigns whose cost per result is rising. Budget decisions stay with the team.
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Keeping the website up to date
The agent regularly compares the copy on your website and in your catalogues with current data – prices, contact details, availability, product names – and looks for broken links and outdated information. It proposes specific corrections; the web manager approves and publishes them.
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Newsletters by customer segment
The agent segments contacts using data from your CRM and online store – industry, purchase history, activity – and tailors the newsletter wording and recommended products for each segment. The send-out is approved by the marketer.
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Reviews and brand mentions
The agent monitors reviews and brand mentions, summarises their tone and recurring themes and drafts a reply in your brand voice. Simple thank-you replies can – if you allow it – be posted automatically; negative and sensitive cases are passed to the responsible person for approval before anything is published.
For example, the marketing team at a manufacturing company gets technical updates from the engineering department every week that need to be turned into copy for the website, newsletter and social media, and every Monday it compiles a report from the ad accounts. The agent prepares drafts for all channels from a single source document in the brand's tone of voice and compiles the report itself. The team only edits and approves.
Where else an agent helps
Finance and documents
Invoices, payment matching, month-end paperwork, contracts and document filing.
2 areas · 10 use cases Group 03Operations and logistics
Transport, shipment tracking, supplier documents, warehouse, production and field service.
3 areas · 15 use cases Group 04People and industries
HR and internal processes, clinics and healthcare, real estate and property management.
3 areas · 15 use cases
Which of these would you hand to an agent first?
In a free consultation we walk through one of your real requests from this area and show which steps an agent would take over and where a person stays in the loop. No strings attached.
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