Silvant / What we build
Give customer service more room to help customers.
Silvant builds agent systems that resolve enquiries and help employees with research and follow-up. The team can give instructions and set up new checks using their knowledge of customers and service policy, without technical knowledge.
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Support resolution
Execution & exceptions
Customer and order matched · carrier confirms delivery tomorrow
Customer updated through the support system; reply and source recorded in the ticket.
Resolved under service policyRequested refund falls outside standard policy
Case and order history sent to the responsible colleague.
Approval requiredIllustration of a possible implementation, not a live client system.
Tickets resolved, causes investigated and a new check created by the support team.
Customer contact and follow-up
- Identify and route enquiries
- The agent distinguishes status questions, returns, complaints and change requests, then starts the appropriate workflow. It recognises an existing case so processing does not restart unnecessarily.
- Reply using current context
- Customer records, order status, shipping information and service policies are used together. A response can explain the situation and initiate the agreed follow-up action.
- Write the resolution back
- Ticket status, customer notes, return tasks and internal handovers are updated. Your team sees both what the agent said and what it actually did.
Employees use their customer knowledge
A colleague can investigate a complaint pattern, prepare conversations for handover or set up a new check. They add relevant agreements or sensitivities. The agent gathers information and carries out follow-up. For a difficult customer relationship, the employee handles the conversation.
Inside your existing support environment
We assess your ticketing, CRM, commerce platform or ERP and connect the workflow. Permission to contact customers, customer identification and the reliability of order and shipping records are also part of the design.
Validate with the support team
We test resolution and employee instructions. We track correct answers, executed actions, repeat contact and remaining handling time. The team also practises new service instructions so usage goes beyond predefined enquiry types.
Resolving enquiries and investigating recurring complaints.
A colleague asks: ‘Which complaints about product X keep coming back this month? Investigate what is happening.’ They add what the warranty covers for this product. The agent system groups tickets, examines order data and collects sources. The colleague makes this a weekly check without building technical settings.
Explore execution, system access and exceptions
- Systems involved
- Ticketing · CRM · Order records · Shipping data
- How the work happens today
- Employees retrieve customer and order data for each ticket. A recurring complaint often stays scattered across individual conversations while the same enquiries keep arriving.
- What the agent executes
- The agent matches the message to the customer, checks order and shipping records and applies the agreed service rules. A routine enquiry supported by clear information is answered and recorded. A return can trigger its workflow; an exceptional refund requires approval.
- What the employee does
- A colleague asks: ‘Which complaints about product X keep coming back this month? Investigate what is happening.’ They add what the warranty covers for this product. The agent system groups tickets, examines order data and collects sources. The colleague makes this a weekly check without building technical settings.
- Limits and recovery
- The agent does not invent a delivery date that the carrier has not provided. Conflicting records, sensitive complaints or commitments outside policy create a review task. A failed message delivery does not incorrectly mark the ticket as resolved.
- What Silvant builds
- Silvant builds customer identification, ticketing and order access, service handling and checks on commitments. The team can use that knowledge and those actions for its own research and new ways of working.
Support resolution
Execution & exceptions
Customer and order matched · carrier confirms delivery tomorrow
Customer updated through the support system; reply and source recorded in the ticket.
Resolved under service policyRequested refund falls outside standard policy
Case and order history sent to the responsible colleague.
Approval requiredIllustration of a possible implementation, not a live client system.
- 01
Request and context
A customer enquiry or an employee's instruction starts the work.
- 02
Investigate
Agents use tickets, orders and the team's service agreements.
- 03
Resolve
Routine enquiries are answered; an exceptional refund requires a decision.
- 04
Extend the routine
An employee turns complaint research into a weekly check.
Practical questions
Does the agent send replies independently?
It can, for the enquiry types and situations designed and tested for that purpose. Other cases can produce a draft or a full handover. This is defined per workflow; reviewing every reply is not the only possible setup.
Can AI process returns or refunds?
An agent can gather return details, check conditions and prepare or execute the relevant system action. Refund limits, exceptions and required approval are established in advance.
What happens when sources disagree?
We define which sources take precedence and which conflicts require review. The agent must not fill in missing facts. The customer case remains visibly open until the information or decision is available.
Silvant · The next step
What would you like to change in your business?
Tell us what is getting stuck or what your team would like to do with AI. No technical specification needed.
Tell us what you need