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Customer service continuity

Keep the conversation going.
Without starting over.

Less repetition for the customer. More clarity for the team.

Gaulett connects conversations, orders and deliveries so AI can organize what has happened and what still needs to be resolved. Your team checks the records, takes on the next action and continues helping the customer.

Talk about customer service See the handoff
The conversation changes hands
Who started it
Who takes over
The context comes along

Order and history

Open issue and owner

AI organizes. The team checks and acts.

Retail and e-commerce · PED-218

The conversation continues.
The context stays with it.

A different agent takes over. See how the records help them respond to the customer and how an update changes the next step.

Follow both stages of the same case below.

Waiting for logisticsAt 10:00

The customer gets back in touch · 10:00

I've already confirmed the address. Is there any news about the delivery?

Where the context comes from

Open a record to check the information.

  1. Address already confirmed

    Source · Conversation · PED-218 · 09:10–09:18

    The customer asked about the delivery and confirmed that the address on the order is correct.

    The team can use this confirmation when resuming the conversation.

  2. Delivery attempt recorded

    Source · Delivery record · PED-218

    A delivery attempt has been recorded for this order. The record consulted does not yet include a new date.

    A recorded attempt and a completed delivery are different statuses.

  3. Enquiry sent to logistics

    Source · Case record · PED-218

    The team asked logistics to check the attempt and advise on the next steps for delivery. At 10:00, no reply has been recorded.

    The agent taking over follows up on the existing enquiry without submitting it again.

Suggested reply

The address you confirmed is already on file. Our team has contacted logistics about the delivery attempt and is waiting for their reply before sharing the next steps.

The agent checks and adjusts it before sending.

Record for the next steps

Customer asked about the delivery again. Address already confirmed; enquiry with logistics still open. The agent taking over will follow up on the reply.

Who follows up

The agent taking over the case checks the records, follows up with logistics and records the response to the customer.

After the updateAt 10:05

The customer gets back in touch · 10:00

I've already confirmed the address. Is there any news about the delivery?

Where the context comes from

Open a record to check the information.

  1. Address already confirmed

    Source · Conversation · PED-218 · 09:10–09:18

    The customer asked about the delivery and confirmed that the address on the order is correct.

    The team can use this confirmation when resuming the conversation.

  2. Delivery attempt recorded

    Source · Delivery record · PED-218

    A delivery attempt has been recorded for this order. The record consulted does not yet include a new date.

    A recorded attempt and a completed delivery are different statuses.

  3. Enquiry sent to logistics

    Source · Case record · PED-218

    The team asked logistics to check the attempt and advise on the next steps for delivery. At 10:00, no reply has been recorded.

    The agent taking over follows up on the existing enquiry without submitting it again.

  4. New attempt confirmed

    Source · Reply from logistics · PED-218 · 10:05

    The logistics team confirms another delivery attempt for the order. A date and time have not yet been provided.

    This confirmation allows the team to update the customer about the attempt. The expected timing remains open.

Suggested reply

Our logistics team has confirmed another delivery attempt. Your address is already confirmed; a date and time have not yet been provided.

The agent checks and adjusts it before sending.

Record for the next steps

Logistics confirmed another attempt at 10:05. Timing still pending. The agent taking over checks the update, responds to the customer and follows up on the date.

Who follows up

The agent taking over the case checks the records, follows up with logistics and records the response to the customer.

The team checks that the records relate to PED-218 and verifies access permissions. AI organises the context; the agent decides how to respond and records what was communicated.

How Gaulett connects the parts

Business

Distinguish between an attempt, confirmation and completed delivery to guide the response to the customer.

Processes

Define who follows up on the pending issue and what needs to be recorded at handover.

AI

Bring the records together, update the summary and prepare a reply based on the available facts.

When the situation changes

The next action
follows the facts.

Three possible developments for the same order. The team checks the update and records its decision.

Logistics confirms another attempt, but no date.

The team checks the source and its connection to PED-218. The summary can include the new attempt; the date and time remain pending. The representative decides how to respond without turning the update into a delivery promise.

The customer returns and the estimate is still pending.

The representative follows up with logistics, uses the information already available and avoids asking for everything again. They record what still needs confirmation and who will follow up on the reply.

The customer requests an exchange or cancellation.

The request goes to someone authorized to assess it, along with the necessary records they are permitted to access. A customer request is not an approved decision: exchange, cancellation and refund depend on that assessment. The team records the decision and approved response.

How to assess the value

Less time piecing things together.
Better equipped to resolve the issue.

Accurate context

Does the summary preserve facts, sources and open issues? Check for omissions and statements that change how the order is understood.

Less repetition

Does the customer have to repeat information already available? Does the next person know which action to take on?

Less total effort

Compare the work needed to pick up the case, review the summary and make any corrections.

Use comparable service cases and criteria defined before the test. Also consider whether the team uses, corrects or discards the suggestions.

How Gaulett contributes

Start where customer service
loses continuity.

Assessment

Locate scattered information and handoffs that lead to repetition.

Validation

Test summary quality and the effort needed to pick up the case.

Implementation

Connect records, permissions and responsibilities to customer service.

Operations and improvement

Track failures, use of suggestions and operational changes.

Four independent services, with scope defined by your operation.

Let's talk

Where does your team need
to start all over again?

Tell us how conversations move between people, channels and departments. Let's assess what needs to stay with each case so the team can move forward.

Talk about customer service