Answers from your business knowledge
Turn approved service information, policies and FAQs into useful replies customers can ask for in their own words.
Give customers an answer. Give your team room to help.
Let Echo handle familiar questions over voice and chat, explain your policies and collect the details your team needs for the next step.
EXPLORE THE EXPERIENCE01 / Listen
A question becomes a conversation.
Your voice. Your knowledge. Your way of working.
Customer
Can I return the jacket I bought last week?
Echo
I can help. Is it unused, with its tags still attached? Our example policy allows returns to be reviewed within 14 days.
Returns & exchangesIllustrative product experience · example data · no live actions
WHY IT MATTERS
Less time repeating the basics. More attention for the conversations that need your people.
A next step, with the details attached
Connect permitted order or ticket information so an enquiry can become a prepared service request, with exceptions kept for your team.
People can step into the message thread
In the shared messaging inbox, pause AI replies, respond personally and resume Echo when the conversation is ready.
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 in depth
WHERE TO START
Make it part of your day.
Workflow ideas to configure around the knowledge and systems you use.
“Where is my order?”
Explain delivery guidance, then check permitted order information through a configured connection or prepare a service enquiry.
Explore it with AI“Can I change my reservation?”
Explain the change policy and gather the preferred dates. A connected reservation workflow and your team determine what can be confirmed.
Explore it with AI“I need help with something unusual.”
Collect the issue clearly so your people can continue with context instead of restarting the conversation.
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 guide01Will Echo replace our support team?
You decide which requests Echo handles and which need a person. It is a way to handle routine conversations and prepare useful context for your team. Messaging staff can pause AI replies and take over directly.
02Can it access customer orders or tickets?
Yes, through integrations we scope around your systems, permissions and verification requirements. We define what Echo may read or change before connecting a real service workflow.
03Can it help customers outside office hours?
Configured AI agents can handle conversations around the clock. We agree what they should answer, collect or defer when your human team is unavailable; operating limits and support terms follow your plan.
04What 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.
05Can 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.
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.