Customer Operations Automation
Answer routine customer requests, keep records current and follow up on time, with complex conversations routed to your team.
Example: customer request
Overview
Status questions, intake details, booking changes and follow-ups take up a large part of a customer-facing team's day. Shiro builds systems that recognise who is asking and what they need, look up the answer in your systems, respond, and log it. Complaints, negotiations and anything sensitive go to a person with the history attached.
Routine work in roles such as
- Dispatcher
- Intake coordinator
- Front-desk staff
The goal is to take repetitive tasks off these roles so people can focus on customers and decisions.
What the system handles
Request triage
Incoming messages are sorted by intent and urgency and sent to the right queue.
Status answers
Order, job, booking and account status are retrieved from your systems and answered directly.
Intake
New customer or job details are collected, checked for gaps and entered once.
Record updates
CRM and helpdesk records are updated as conversations happen, not at the end of the week.
Follow-ups
Promised callbacks, quote follow-ups and post-service messages are sent on time.
Dispatch coordination
Job details, schedules and confirmations move between your team, your field staff and the customer.
What stays with your team
These cases are routed to a person by design, with the context needed to act.
- Complaints and disputes
- Pricing, contract and refund decisions
- Sensitive or personal matters
- Any customer who asks for a person
Systems it typically connects to
- Email, chat and phone
- CRM and helpdesk
- ERP and job management systems
- Scheduling and dispatch tools
Integrations are confirmed during the assessment, based on what each of your systems supports.
Start with one workflow.
Walk us through how this work is done today. We'll show you what could be automated, what should stay with your team, and what it would take to build.