AI & Automation
Communication understanding
Automatic summaries and intent detection across calls, SMS, and email, so you know what each customer needs without replaying it.
Overview
Customer conversations pile up across phone, text, and email, and important details get lost. Thorbis is building communication understanding that summarizes each thread and flags what the customer actually wants, a quote, a reschedule, an escalation. You'll be able to scan a queue and know who needs what, instead of listening back to calls or scrolling long message histories.
What we're building
Customer conversations pile up across phone, text, and email, and the important details, who needs a quote, who wants to reschedule, who is upset, get buried in the volume.
Thorbis is building communication understanding that summarizes each thread automatically and flags what the customer actually wants. You scan a queue and know who needs what, instead of replaying calls or scrolling long histories, and urgent or escalating messages get surfaced for fast follow-up. The summaries and intent flags travel with each conversation, so the next person to pick it up is already caught up. It is for teams handling more conversations than any one person can keep straight.
What you'll be able to do
- Summarize calls, SMS, and email threads automatically
- Detect customer intent like quote, reschedule, or complaint
- Surface what each conversation needs at a glance
- Cut time spent replaying calls and scrolling threads
- Flag urgent or escalating messages for fast follow-up
- Scan a queue and know who needs what
- Catch up on a conversation from its summary
Rollout plan
- 01
Thread summaries
In progressSummarize calls, SMS, and email threads automatically.
- 02
Intent detection
In progressFlag what each conversation needs, like a quote, reschedule, or complaint.
- 03
Prioritized queue
In progressSurface urgent or escalating messages for fast follow-up.
Milestones
- Not started:
Summarization
Generate summaries for each conversation thread.
- Not started:
Intent model
Classify customer intent.
- Not started:
Glance view
Show what each conversation needs at a glance.
- Not started:
Escalation flags
Mark urgent messages for fast follow-up.
More in AI & Automation
How to send useful feedback
Name the blocked role
Product feedback is more useful when it names the owner, dispatcher, technician, office user, or customer affected.
Explain the workaround
Describe what your team does today and where the process fails under real work.
Define success
Share what would change after launch: time saved, fewer manual steps, cleaner records, or better customer follow-up.