From the customer’s initial inquiry to resolution, the Zaion platform selects the optimal path among self-service, specialized AI agents, and augmented human agents.
Specialized agents
Routing latency
Routing accuracy
Customer identification, understanding intent via ASR + NLU, retrieval of business context.
Attempt to resolve simple requests automatically or route them to a specialized AI agent.
Escalate to a human agent using Agent Assist to speed up resolution and ensure compliance.
Post-interaction analysis to identify pain points and fuel the cycle of continuous improvement.
Simple requests (such as checking account balances or order status) are handled through self-service. Complex cases (such as disputes or complaints) are escalated to a customer service representative.
Sensitive transactions (such as transfers or contract amendments) require human approval. Routine tasks can be automated.
The orchestrator optimizes processing costs by prioritizing SLM and self-service, while ensuring a minimum level of quality.
Intelligent routing based on the detected business intent: information request, complaint, subscription, or cancellation. Each customer journey is optimized for the specific type of request.
Automate repetitive, low-complexity requests to reduce the workload on human agents and improve response times. Self-service resolution rate: 40–60% depending on the use case.
Agent Assist provides agents with the right answers, detects compliance issues in real time, and automatically generates summaries and tickets. Time savings: 30–40% per interaction.
Conversational Insights analyzes 100% of interactions to identify emerging trends, pain points, and opportunities to optimize the customer journey.
Cost per interaction
First-contact resolution rate
Average processing time
Customer NPS
Average results observed across a panel of 8 banking and insurance clients over a 12-month period.
