AI & Automation
Customer service assistance
A help-desk copilot grounded in each customer's history and open work, so your team answers fast with full context.
Overview
Service reps lose time hunting for a customer's history before they can even answer. Thorbis is planning a customer-service copilot grounded in that customer's record, past jobs, open work, invoices, and prior conversations. It drafts grounded replies and pulls the context your team needs in one place, so answers go out faster and more consistently without losing the human touch.
What we're building
Every service request starts with the same scramble, a rep digging through past jobs, open work, and invoices before they can even answer the question.
Thorbis is planning a customer-service copilot grounded in that customer's record: their history, open jobs, invoices, and prior conversations, all pulled into one view. It drafts replies grounded in the account so your team can review and send them fast, answering common questions with full context. Responses go out quicker and stay consistent across the team, without losing the human touch. For service reps and office staff fielding customer questions all day.
What you'll be able to do
- Pull customer history and open work into one view
- Draft grounded replies for your team to review
- Answer common questions with full account context
- Speed up response time on service requests
- Keep replies consistent across your team
- Ground every answer in the customer's record
Rollout plan
- 01
Grounded context
In progressPull the customer's history and open work into one view.
- 02
Drafted replies
In progressDraft grounded replies for your team to review and send.
- 03
Consistent service
In progressAnswer common questions with full context and keep replies consistent.
Milestones
- Not started:
Context assembly
Gather customer history, jobs, and invoices into one view.
- Not started:
Reply drafting
Draft grounded replies for review.
- Not started:
Common questions
Handle common service questions with account context.
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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.