Customer support
What happened on the call, and the line that shows it.
Tessavra helps support teams follow their own playbook during a call, and helps managers review and coach from the exact moment. It works with voice conversations.
Current limits
- Voice only. Chat, email and ticket support is in development.
- Automatic scoring of support calls is in development.
Illustrative interface — fictional demonstration data.
Guidance from your own rules during a call.
A team lead writes a rule, for example: read the refund disclosure before a refund is raised. When the customer asks for a refund, the step appears on the agent’s screen with the rule behind it. The guidance comes from rules your team wrote, not from a model improvising on the call.
A typed message from a manager, labelled.
A manager can send a short typed message to an agent during a live call. It arrives labelled “From your manager”, apart from the hints that come from rules. There is no voice or whisper.
Review and coaching from real moments.
A manager reviews a call against the behaviours your team names, opens the exact line a moment came from, and turns it into a coaching item. The manager can explain a result by pointing at what was said.
What customers keep raising.
Recurring issues are grouped into themes, with the customer’s own words under each one. For example, a team can see that customers keep asking when a credit will land after a refund is approved, and read the quotes behind it.
Talk to us about your team.
Customer support support is in development. Tell us what you need and we will say plainly where it stands.
Register interest