Customer operations
Handle enquiries, gather context and route exceptions.
AI roles.
Working alongside
your people.
Build a workforce around your operations, with clear responsibilities, access and handoffs.
Design your AI workforceSales coordination
Qualify opportunities, prepare quotations and organise follow-ups.
Operations support
Coordinate tasks, update systems and flag delays.
Knowledge & reporting
Find information, prepare summaries and surface changes.
ROLE / CUSTOMER OPERATIONS
Customer operations
Responsibilities
- Answer from approved business knowledge.
- Gather the information needed to move a request forward.
- Keep the customer record and next step together.
Access
- Relevant customer history
- Product and service knowledge
- Permitted inbox and CRM fields
Handoffs
Unresolved complaints, missing information and requests outside the agreed scope go to the responsible person.
ILLUSTRATIVE WORKFLOW
A customer asks about delivery. The role finds the order, checks the connected status and routes an unresolved delay to service staff.
Discuss this roleROLE / SALES COORDINATION
Sales coordination
Responsibilities
- Capture requirements and qualify against your criteria.
- Prepare scoped quotations using configured services and rates.
- Coordinate eligible follow-ups and appointment requests.
Access
- Product catalogue and price rules
- Lead and quotation records
- Agreed scheduling workflow
Handoffs
Negotiation, unusual commercial terms and commitments outside the configured rules stay with your team.
ILLUSTRATIVE WORKFLOW
An enquiry becomes a clear requirement, an itemised quotation and an owned follow-up. Acceptance, payment and booking remain separate events.
Discuss this roleROLE / OPERATIONS SUPPORT
Operations support
Responsibilities
- Create and route tasks from a defined business event.
- Keep status updates attached to the right record.
- Flag delays and missing dependencies to the team.
Access
- Relevant task queues
- Agreed status fields
- Operational knowledge and procedures
Handoffs
Conflicting priorities, unavailable resources and changes outside its remit are escalated with their context.
ILLUSTRATIVE WORKFLOW
An accepted order creates a fulfilment task. The role carries forward the requirements and flags missing delivery information.
Discuss this roleROLE / KNOWLEDGE & REPORTING
Knowledge & reporting
Responsibilities
- Retrieve information from connected sources.
- Prepare summaries with links to supporting records.
- Surface changes and recurring questions for review.
Access
- Selected documents and knowledge sources
- Permitted operational records
- Defined reporting fields
Handoffs
Ambiguous sources and consequential decisions are returned to the person accountable for the work.
ILLUSTRATIVE WORKFLOW
A team lead reviews open work, recurring concerns and unresolved handoffs in a summary grounded in the available records.
Discuss this roleEvery role has a clear remit.
Responsibilities
Define the work it owns.
Access
Connect only the tools it needs.
Handoffs
Set when your team steps in.
See how your people and AI roles work together.
Bring workload, completion, response quality and unresolved handoffs into the owner’s view. Understand strong performance and the conditions behind it.
Connected to your channels and systems.
Channels are part of the system. Your operations define the design.