Customer Support 360°
Run your support line end to end and empower your agents
Customer Support 360° can answer your customers directly and resolve their requests across phone, live chat and email, or work alongside your agents as their assistant. It finds answers in your own content, shows the source and takes care of follow-up tasks.
In short
Customer Support 360° is Callibee's AI for customer support lines. It connects to your help centre, FAQs, policies, CRM and order system. Talking to customers directly on phone, live chat and email, it answers questions, opens cases, routes tickets, updates orders and schedules follow-ups. Working alongside your agents, it drafts replies that quote their source, listens to live calls and suggests the next answer, and writes the call summary, disposition and tags. When a request needs a person, it hands the conversation to your team with full context. When the answer isn't in your sources, it says so instead of guessing.
Safeguards
- Answers only from the sources you connect
- Shows the source behind every answer
- You decide which actions need approval
- Every action is logged
Product overview
Capabilities
All your sources in one place
Brings together your help centre, FAQs, policy documents, CRM and order system, so every answer is based on your current information.
Answers customers directly
Identifies what the customer needs, searches your sources in seconds and gives the right answer itself on the phone, in live chat or by email.
Transparent about gaps
If your sources do not cover a question, it says so rather than guessing, hands over to your team when needed and logs the gap for them to address.
Real-time agent guidance
Transcribes your agent's call in real time, suggests the right answer with its source and keeps a short checklist on screen.
Automatic call summaries
When the call ends, the summary, outcome, tags and next step are added to the ticket.
Takes care of actions
Opens cases, routes them to the right team, updates orders and schedules follow-ups. You decide which actions need approval, and every step is logged.
Frequently asked questions
Does it talk to customers directly or assist our agents?
Both. It can handle and resolve requests end to end on its own, or work alongside your agents as their assistant. You decide which requests always go to a person and which actions need approval.
Which sources and tools can it use?
Help centre articles, FAQs, policy documents and files, plus your CRM, ticketing and order systems. Which actions are switched on is tailored to your needs.
What happens when the answer isn't in our content?
It doesn't guess. It says it couldn't find verified information and hands the conversation to your team when needed. Those questions are collected so your team can close the gap.
Does it work on phone calls as well as chat and email?
Yes. On the phone it can talk to the customer itself, or transcribe your agent's call live and suggest answers. Either way, it writes the wrap-up when the call ends.
Let's review your call workflows
Tell us about the calls your team handles and the systems you use, and we will assess together whether automation is a good fit.