An instant,
consistent answer to every request.
Where is my order, when is my refund, why is my invoice like this… Answers the questions customers ask every day by reading the order, carrier and CRM systems, in the company's own voice; notices the customer's tone and urgency and carries the critical request to the team with a summary. Works on web chat, e-mail and call-centre notes; channel scope is defined per project. Refund, exception and compensation decisions always stay with the team.
It takes over the repetitive questions; the team makes time for the difficult customer
The agent connects to the order, carrier, return and invoice systems; learns the knowledge base and the company's voice. It answers the routine question with its source and brings the angry customer and the out-of-policy request to a person with a summary.
Order, shipping, return and invoice questions
Answers order status, shipment tracking, return process and invoice questions by reading the e-commerce, carrier and CRM systems; gives the customer the information with its source and routes what it does not know to the team.
"Your order is out for delivery · estimated 16 Sep"Multilingual, in the company's voice
Answers in Turkish, English and the languages defined for the project with the same information; learns the company's form of address, forbidden phrases and brand language from sample replies.
"EN/DE reply · brand voice guide v3"Sentiment and urgency analysis, escalation
Measures tone and urgency in every message; flags the angry customer, the lost parcel and the complaint threat without waiting for a second message, and opens a priority ticket for the team with a summary.
"Urgency: high · tone neutral → angry · escalated"Request classification and routing
Classifies incoming requests by topic, product and urgency; routes them to the right team with the right priority and the customer's history. Goal: no request waiting in the wrong queue.
"Return · shoes · within 14 days → returns team, priority 2"CSAT measurement and root-cause reports
Collects a satisfaction score from every closed request; groups low scores by topic and shows the recurring problem (delay, wrong item, return time) to management in the weekly report.
"CSAT 4.3/5 · lowest topic: shipping delay"Knowledge base update suggestions
Collects answers the knowledge base lacked or the team corrected; drafts new articles and corrections. Publishing is decided by the content owner.
"12 new article drafts · 3 corrections · awaiting approval"A sample day with the customer experience agent
A representative day: a request that arrives at night does not wait in the morning queue, and an angry customer is noticed on the first message, not hours later. Refund and exception decisions stay with the team; every decision is taught to the next similar request.
- "Where is my order?"
A question arrives on web chat late at night. The agent finds the order number from the customer account and pulls the status from the carrier API. - Answered: out for delivery, 2 days late
The carrier says "at the distribution centre, delayed due to volume". The agent shares the estimated delivery and tracking link in the company's voice. - Same customer, second message: angry
"Postponed for the third time, I will cancel." Tone turned from neutral to angry; urgency flagged as high. - Priority ticket + summary for the morning team
Order history, both messages, the carrier record and two suggested options (free express shipping or cancel + refund) in one summary. The customer is told "a teammate will get back to you by 09:00". - Team decided: express shipping + discount coupon
The agent's summary is read, the customer is called; free express shipping and a coupon as compensation for the delay. The decision is recorded with its reason; on a similar delay the agent shows this precedent. - 112 of 148 requests closed
Order status, return steps and invoice copy questions were answered by the agent during the day; 36 requests (return exceptions, damaged items, invoice corrections) wait in the team queue with their summaries. - Daily CSAT and root-cause report
CSAT 4.3/5. Lowest scores on shipping delay; 9 requests from the same distribution centre. Note to operations, "delay notice" article suggested for the knowledge base.
The customer writes two messages on web chat; the agent classifies the request, pulls the shipment status, measures the tone shift in the second message and opens a priority ticket for the morning team with a summary.
Kargo gecikmesi · sipariş #48213classifiedDağıtımda · 2 gün gecikmedelayednötr → sinirlitone shiftedYüksek · iptal tehdidiescalatedHızlı kargo ya da iptal + iadeteam decisionHow does it work in your company?
Pick your industry to see which requests the customer experience agent takes over and how it works with your team.
A thousand questions on campaign night; each should get an answer read from the order system.
Answers order status, shipment tracking, return and exchange steps by reading the order and carrier systems; handles campaign-period volume without growing the team; leaves damaged items and return exceptions to the team with a summary.
- Order and shipping questionsPulls the shipment status by order number, shares the estimated delivery and tracking link.
- Return and exchange flowChecks the return condition, generates the return code, explains the shipping steps; exceptions go to the team.
- Campaign-period volumeSame first-response speed nights and weekends; the queue piles up on the agent, not the team.
- Damaged item escalationCarries the complaint with photos to the team as a priority ticket with a suggested resolution.
Store, online and call centre; one answer whichever channel the customer writes from.
Answers online returns of store purchases, stock and store questions, loyalty points and campaign terms from one knowledge base; carries a complaint reaching the store manager to the central team queue with a summary.
- Omni-channel returnsMatches the store receipt and the online order, states the return point and condition.
- Stock and store questionsReads which store has the item from the stock system, shares opening hours.
- Loyalty and campaignsExplains point balance and campaign terms by the rules.
- Store complaintsClassifies the complaint in the call-centre note, escalates it to the regional manager with a summary.
Bill shock, outages, cancellation threats; the agent finds the cause, the team keeps the customer.
Explains bill items by reading the subscription system, matches outage and fault reports with the network status, catches cancellation intent on the first message and carries it to the retention team with a summary; submits plan changes for approval.
- Bill explanationExplains bill items and the reason for the difference (overage, end of commitment) with the source.
- Outages and faultsMatches the address with the network fault map, shares the estimated resolution time.
- Cancellation intentCatches the "I will cancel" signal; summary and offer suggestion to the retention team.
- Plan changesLists suitable plans; the change goes through customer approval and a system record.
Policy questions instantly, the claim file to the right expert; decisions always with people.
Answers coverage, premium and renewal questions showing the document; collects the claim report as a complete file and routes it to an expert; flags fraud and complaint signals. Coverage and payment decisions rest with the authorized expert.
- Policy coverageExplains coverage, deductible and renewal date with the policy article.
- Claim fileCollects photos, date, location and statement in one file; asks the customer for what is missing.
- Routing to an expertForwards to the right expert by claim type and amount, with priority.
- Complaint and risk signalsFlags compensation complaints and inconsistent statements; decision with the expert and manager.
Booking changes, multilingual guests, questions at night; the agent stays awake.
Answers booking status, cancellation and change terms, check-in and property questions in multiple languages from the booking system and property information; catches complaints during the stay and carries them to the hotel team instantly; refund and compensation decisions rest with front-office management.
- Booking questionsReads status, dates and room type from the system, states the change terms.
- Multilingual guestsIn the guest's language, with the same information; property details from one source.
- Complaints during the stayPrioritizes room and service complaints and forwards them to the reception team instantly.
- Cancellation and refundsCalculates the cancellation terms, suggests the refund amount; approval with hotel management.
Four steps, in-house
- 01
Connect
CRM, e-commerce/order system, carrier APIs and help desk are connected; the knowledge base, sample replies and voice guide are uploaded. Channel scope (web chat, e-mail, call-centre notes) is defined per project.
- 02
Teach
Rules are defined with the customer service team: which requests are answered automatically, which amounts and topics go to the team, escalation thresholds, forbidden phrases and form of address.
- 03
Run
The agent answers, classifies and routes routine requests; the angry customer, return exceptions and compensation requests go to the team with a summary. CSAT is collected from every closed request.
- 04
Improve
Every correction and decision by the team is written to corporate memory with its reason; the agent shows the precedent on similar requests, and the knowledge base and processes are updated with the root-cause report.
The agent works; decisions stay with the company
Every agent runs on-premise or in your own cloud; what it may do alone and what it submits for approval is defined by the authority matrix.
Runs in-house
Customer data, orders and chat history never leave the company; the agent runs on-premise or in your own cloud. KVKK notice and retention periods apply.
Authority matrix
What the agent answers alone and what it leaves to the team: defined by topic, amount and customer segment. Refund, compensation and exception decisions always rest with an authorized representative.
Source and trail for every answer
The agent shows the order record or knowledge-base article the answer is based on; every message, classification and escalation is recorded with a timestamp.
Human in the loop
The customer can switch to the team at any moment; when unsure, the agent routes instead of inventing an answer. The angry customer and the out-of-policy request go to a person with a summary.
The customer experience agent grows with Nexage solutions
NexSalesSales-focused web chat assistant; turns visitors into customers and hands support requests over to this agent.
Ticket & ITSMPriority tickets and escalations opened by the agent land in the team queue in this module.
Sales & Proposal AgentNew product and quote requests that surface in support chats are carried to the sales team by this agent.Common questions
How is it different from NexSales?
NexSales is a sales-focused web chat assistant: it greets visitors, understands the need and passes leads to the sales team. The Customer Experience Agent takes over after-sales support: orders, shipping, returns, invoices, complaints and escalation. They work together; NexSales hands support questions over to this agent.
Which channels does it work on?
It works on web chat, e-mail and call-centre notes. Channel scope is defined per project and integrated with your existing help desk and CRM. Which channels are included is clarified in the discovery meeting.
How is the company's voice taught?
Sample replies the team likes, the form of address, forbidden phrases and the brand language guide are uploaded; in the first weeks the team corrects replies and every correction is taught. Tone checks are reported continuously.
Does the agent decide refunds or compensation?
No. It checks the return condition, generates the return code and suggests options; refund, compensation, coupon and exception decisions belong to the representative or manager by the authority matrix. The agent informs the customer after the decision.
Where is customer data stored, is it KVKK-compliant?
Data stays on-premise or in your own cloud; nothing is transferred outside. Retention periods for chat history and personal data are defined by the company's KVKK policy; every access is logged.
What if the customer wants a person, not the agent?
They can switch to the team at any moment; on a "connect me to an agent" request, an angry tone or a crossed escalation threshold, the agent hands the chat to a representative with a summary. The customer never has to explain the same thing twice.
How long does setup take and how is it priced?
Usually 4–8 weeks including system connections, knowledge base and voice training. Pricing is an annual license + setup based on monthly request volume, number of channels and connected systems; a firm quote follows discovery.
See the customer experience agent with your own requests
In a 30-minute demo we run a few real requests from your last week together; see with your own eyes how the agent answers, what it leaves to the team and how it notices the customer's tone.