Start with the questions you hear every day
Bring product guides, opening hours, service policies and the instructions your team repeats. Give the agent material that answers a specific customer need.
Turn what your team knows into answers customers can use.
Give Echo the product information, policies and service instructions behind a good customer conversation. Organise approved material, check its readiness and keep it current as your business changes.
EXPLORE THE EXPERIENCE02 / Understand
An answer with your knowledge behind it.
Your voice. Your knowledge. Your way of working.
Business knowledge
Returns & exchanges
Unused items · original tags · within 14 days
The example response follows this rule. Your team chooses the sources and keeps them current.
Illustrative product experience · example data · no live actions
WHY IT MATTERS
Your information becomes part of the conversation, with a clear approach when an answer needs more context.
Prepare knowledge for the agent’s role
A reception agent needs different information from a sales or support agent. Pair the right source material with instructions about the job, tone and questions to ask.
Keep answers in step with your business
When a policy, service or product changes, review the material the agent uses. Test representative questions again so customers receive the intended explanation.
Inside the experience
See how it comes together.
Explore the configuration and decisions behind a useful conversation. Each step shows what you control and how it helps your customer.
A useful answer starts with your information.
Give the agent a defined job and a trusted body of business knowledge. Product details, service policies and operating instructions help shape the answers your customers hear.
echo / Business knowledgeProduct illustration
Your business knowledgeClear role. Clear instructions.
PoliciesProductsService instructions
Agent roleGuest information assistant
First messageHow can I help with your stay?
BoundaryRequests are confirmed by reception
Configured for your business scope01 / 03
Step 1
Define its job
Set the agent’s role, first message and instructions. Tell it which questions to answer, which details to collect and what should go to a person.
The instructions define the job; they do not create a system connection.
Customers get a relevant starting point. Your team owns the information and the boundaries.Explore all Echo capabilities
WHERE TO START
Make it part of your day.
Workflow ideas to configure around the knowledge and systems you use.
A hotel’s late-arrival instructions
A guest asks about arriving after midnight. Echo uses the approved arrival procedure, explains what to do and gathers the detail the reception team needs.
Explore it with AIA retailer’s returns policy
A shopper asks whether an unopened item can be returned. Echo explains the approved conditions and prepares the relevant details when service review is needed.
Explore it with AIA software product’s capabilities
A buyer describes their team’s needs. Echo answers from approved product information, asks useful questions and helps organise the enquiry for sales.
Explore it with AIBefore you begin
Good questions deserve clear answers.
From voice and knowledge to integrations and launch. These are the details that help you choose a useful next step.
Talk through your idea with the Echo guide01What information should we start with?
Start with a focused set of approved answers for one customer job: your service description, relevant policies, terminology and the details the agent should collect. Our setup team can help organise the material.
02Can we use our existing documents?
Echo’s knowledge interface supports document upload and indexing, including PDF, TXT, DOCX and Markdown material. We review the current upload requirements and prepare your sources during setup.
03Is business knowledge the same as a live system connection?
They serve different needs. Approved documents explain your business. Current order details, availability or account-specific actions require the appropriate system connection and access. A workflow can use both.
04What happens when the information is missing?
Define how the agent should ask for clarification, explain what it cannot confirm or prepare a request for your team. Test these cases alongside routine answers as part of the agent’s setup.
05Can your team maintain and improve the knowledge?
Yes. Enablement work can cover organising sources, updating approved content and reviewing questions that need better answers. The work is agreed within your available or additional enablement hours.
06What happens when Echo does not have the answer?
Define the fallback in the agent’s instructions: acknowledge the missing information, collect the useful context and direct the enquiry to the agreed team or channel. Test missing-information examples before launch, then use transcripts to improve the knowledge.
07Can Echo answer about our policies rather than general information?
Yes. Configure the agent with your approved business knowledge and task instructions. Start with the policies that customers ask about most, assign an owner to maintain them and test both routine questions and exceptions.
08Can Echo connect to our CRM, ERP or ticketing system?
These are supported integration categories to scope with our engineers. We review the target system’s APIs or tool access, required fields, permissions and approval points. The result may be a configured connection or custom engineering, depending on your workflow.
09Can the agent make changes in business systems?
Configured actions can be part of the workflow before, during or after a conversation. We define exactly which reads or changes are permitted, what identity checks are needed and which actions need a person’s approval. A script alone does not connect a system.
Your launch starts here
You know your business. We help with the rest.
You do not need to prepare everything alone. Use this checklist to see what you already have and where our setup team can help.
0/ 6
items you marked ready
A local planning checklist; nothing is submitted.01
One job worth doing first
What you bring
Five questions customers really ask, the audience and the outcome you want.
How we help
We define the agent’s role, the first workflow and how to judge whether it works.
Example: explain returns and prepare a service request.
02
Information your team approves
What you bring
Product descriptions, policies, service instructions and a person who owns each source.
How we help
We organise the agent’s knowledge, clarify boundaries and test missing information.
Example: current policy, exclusions and who approves exceptions.
03
The channel and conversation
What you bring
Your first channel, the languages customers use and the tone you want them to hear.
How we help
We configure the entry point, greeting and available voice or messaging settings.
Example: Arabic and English website chat, then a phone workflow.
04
The system behind the request
What you bring
The tools involved, a system owner and the specific information or action needed.
How we help
We scope permissions, identity checks and the connection or engineering required.
Example: read an allowed order status; prepare a request for review.
05
People and decision points
What you bring
Who owns enquiries, who replies to exceptions and what a person must approve.
How we help
We map the messaging takeover, team responsibilities and follow-up process.
Example: AI explains policy; the service team approves the refund.
06
Real questions to test together
What you bring
Typical enquiries, difficult cases, product names and examples in your launch languages.
How we help
We test the whole journey, review responses together and agree the first release.
Example: a normal request, missing knowledge and a rejected system action.
Let’s start with one useful workflow.
Setup teams are available 24/7. Engineering work and enablement hours are scoped to your plan and workflow.
YOUR PATH TO LAUNCHMake it yours.
Make it yours.
With us beside you.
Explore the platform yourself, or work with our team on your first workflow. You don’t need to have every answer before you start.
Start your Echo workspace.
Get to know agent configuration, knowledge and channels. Choose a focused use case and begin shaping your agent.
- A voice and personality for your business
- Knowledge and instructions for your agent
- A clear starting point for testing
Bring the challenge. We’ll help set it up.
Our 24/7 setup teams help with knowledge, languages, channels and the integrations your workflow needs.
- Shape a useful first workflow
- Configure knowledge, channels and connections
- Test scenarios and refine the experience
EXPLORE THE POSSIBILITIES
Go deeper into what matters.
01
Customer support
Less time repeating the basics. More attention for the conversations that need your people.
02Sales conversations
A better starting point for sales: what the customer needs, why it matters and where to take the conversation.
03Business operations
Less re-explaining and re-entering. More context for the team responsible for getting the job done.
04Voice agents
A useful conversation from the first hello, shaped around the customer’s question and your business process.
05Chat agents
A consistent service voice across configured channels, with people ready to take over when the message needs them.
06Connected workflows
From a customer question to the right information, a prepared request or a permitted action in your systems.
07Conversation insights
Move from guessing what happened to reviewing the conversation and deciding what to change next.
08Managed setup
A platform you can use, with people to help you turn an idea into a working customer experience.
09Business knowledge
Your information becomes part of the conversation, with a clear approach when an answer needs more context.
10Shared inbox
A customer conversation stays visible as it moves between an AI reply and a person’s decision.
11Outbound campaigns
From a contact list to conversations with a purpose and follow-up your team can understand.
12Multilingual agents
A clear customer experience starts with the right language, the right information and a thoughtful conversation.