Customer-Facing Agents
Resolve the request, not just reply to it.
Customer-facing agents answer questions, resolve requests, qualify leads, and handle account changes around the clock. They read your knowledge, take actions in your systems, and hand the hard conversations to people with full context. We engineer them, and we run them in production.
Part of
02Engineer
Turn possibility into production.
Agent & workflow engineering
Where this sits in the lifecycle
The frontier capability behind it
Agents are the mechanism. The capability is the point.
Agentic workflows
Multi-step processes run end to end. People approve the exceptions instead of doing every step.
Where it landsClaims intake, prior authorization, order-to-cash
Reasoning systems
Models work through policy, rules, and edge cases, and show how they reached the answer.
Where it landsEligibility, underwriting, compliance review
The problem
Inbound keeps growing. Hiring doesn’t keep pace, outsourcing trades speed for cost, and scripted chatbots break the moment a question goes off-script.
- Ticket volume growing faster than the team
- Chatbots that handle FAQs and fail on real questions
- Leads waiting on follow-up while intent cools
- Account changes routed to support that customers could do themselves
How we work
Four steps. One team the whole way.
- 01
Map channels and intent
Every inbound channel and the kinds of requests that come through each.
- 02
Design the agent’s remit
What it answers, what it can change, where it escalates, and how it sounds like you.
- 03
Engineer it in
Connected to your CRM, helpdesk, and product, logging every conversation and handing off cleanly.
- 04
Expand with evidence
Watch resolution, satisfaction, and escalation, and widen the agent’s remit as accuracy data comes in.
What’s included
What customer-facing agents covers. In practice.
Multi-channel
Email, chat, in-product, and portal, handled by one agent.
Action-capable
Resets passwords, updates account details, generates quotes, and books meetings in your systems.
Brand voice
Tone, formality, and vocabulary tuned to sound like your team.
Clean escalation
Handoffs carry the full conversation and what’s already been done.
Sentiment-aware
Frustration, urgency, and churn risk detected and routed accordingly.
Learns from corrections
Human edits feed the next round of improvements, grounded in real conversations.
What you can hold us to
Commitments. Not marketing ranges.
What every build commits to. Performance is measured on your own work during the engagement, not quoted from industry ranges.
- coverage
- 24/7
- coverage
- Across time zones, holidays, and overnight
- on handoff
- Full context
- on handoff
- People pick up with the whole conversation, no repeating the story
- in your systems
- Acts
- in your systems
- Updates accounts and records, not just answers
Go deeper
Other kinds of work agents take on.
- EngineerTurn possibility into production. Build the applications, agents, integrations, and data infrastructure that put AI inside real business workflows.
- Workflow AgentsTake the manual workflow off your team, step by step.
- Knowledge AgentsAnswers from your own knowledge, with the source attached.
- Multi-Agent SystemsFor the process that crosses systems, teams, and decision rights.
- Agent operationsOnce it’s live, someone has to own it. How we run agents in production and keep them improving.
Bring us your inbound. We’ll size it.
A month of tickets, chats, or emails. We’ll tell you what an agent can genuinely resolve, what it should escalate, and what that changes for your team.