Customer service professional working calmly in a business environment.

HOW IT WORKS

Your customer reaches out.Service moves forward.

BIA replies, workflows help move requests along, and your team continues with the context they need.

See it in actionTalk to a specialist

AI and people, in the same conversation.

FROM MESSAGE TO NEXT STEP

Follow a conversation behind the scenes.

Choose a stage to see how service moves forward on your team’s screen.

01

Conversations from connected channels arrive in the service workspace.

BIA Flow / Inbox

Explore the stages above. The demonstration moves at your pace.

Visual inbox demonstration · fictional names, values and data

WORKING ALONGSIDE YOU

Three resources. One connected operation.

Each piece has a role. Together, they bring what your customer needs closer to what your business can do.

BIA Engine

Conversations with context

Answers to everyday questions, following your company’s information and guidance.

Agents and Canvas

Steps that turn into action

Visual workflows organize information gathering and the actions you configure.

BIA Store

Tools closer to your team

Available modules and integrations connect customer service to operational information.

Illustration of a message moving through an automation workflow.

AUTOMATION WITH DIRECTION

Fewer tasks in the way. More requests moving forward.

Define what happens after each request. Agents run your workflows to organize work without losing the conversation.

Invoice requests

Look up and present the information available through the integration.

Appointments

Collect details and route the request through the configured workflow.

Support

Identify the request and record or route the next step.

Actions depend on enabled modules, permissions and integrations.

YOUR TEAM REMAINS ESSENTIAL

When a person takes over, the conversation continues.

The history stays with the conversation. Your team understands what has happened and can keep caring for the customer.

  • Conversation and history in one place
  • Organization by people and departments
  • Customer information close to the person replying

Handovers follow the customer’s request, a configured workflow or an operator’s action.

Two customer service professionals reviewing a request together on a screen.
Context stays intact

Your team picks up where the conversation left off.

Illustration of a person following queues and service indicators on a dashboard.

VISIBILITY FOR EVERYDAY WORK

See where your attention matters.

Follow the movement of customer service and turn operational signals into decisions for your team.

Queues

See what is waiting for attention.

Response times

Follow the pace of replies.

Feedback

Listen after each service interaction.

YOUR WAY, FROM THE START

Start with your routine. Grow with your operation.

An organized implementation starts by understanding the service your business needs to offer.

Business owner and product specialist planning an implementation on a laptop.
  1. 01

    Understand the situation

    Define channels, common requests and the people involved in customer service.

  2. 02

    Configure your service

    Set up BIA, workflows and the integrations available for your operation.

  3. 03

    Test before activation

    Simulate conversations and review replies, actions and handovers to the team.

  4. 04

    Monitor and improve

    Observe everyday use and refine workflows as your needs evolve.

BEFORE YOU START

Questions that help you decide.

Does BIA replace my team?

The goal is to combine automation with human attention. BIA handles configured requests while your team monitors and takes over conversations when needed.

Do I need to code to organize workflows?

Canvas offers visual editing for agent workflows. Integrations and specific configurations may need technical support depending on the situation.

Can I connect the systems I already use?

The platform offers modules and integrations. Available connections and actions need to be checked against your systems and company plan.

Can service run outside business hours?

BIA can reply to configured requests outside your team’s working hours. Human availability and next steps should follow your operational rules.

How does a conversation reach a person?

Through the customer’s request, a configured workflow step or an operator taking over. The history remains available so the conversation can continue.

LET’S LOOK AT YOUR OPERATION

Imagine this service in your business.

Tell us about your situation. Let’s talk about what makes sense to automate and what needs your team’s attention.