Elena
Notices the customer is leaving before the customer does.
Elena handles the queue, the phone and the root cause. She resolves what she can on her own and escalates the rest with the analysis already done.
What Elena does
Ticket handling
Picks up incoming requests across channels, answers what is answerable and routes the rest with the context attached.
Churn-risk monitoring
Scores accounts on complaint history, unresolved tickets and silence — and shows the records behind every score.
Outbound recovery calls
Calls the account at risk, apologises properly, explains what was fixed and offers a remedy inside the limits you set.
Escalation with a hard ceiling
Below your threshold she closes it herself. Above it she comes back with an analysis and a recommendation, and a human decides.
Root-cause reporting
Groups the week's complaints into causes rather than tickets, and takes them to the quality review.
A day with Elena
One scenario across three channels — chat, phone and a meeting — with the same memory running through all of them.
Who is about to leave
The head of support asks which customers are at risk of leaving. Elena returns a list with the reason per account — three complaints in six weeks, one ticket open for nine days, no contact since. Asked why this one in particular, she shows the underlying records.
The call, and the ceiling
Elena calls the account at the top of the list. The customer is annoyed and negotiating. She apologises, confirms the ticket is now resolved and offers a small remedy inside her autonomous limit. The customer pushes for more — and Elena does not cross the line. She returns to chat with an analysis and a recommendation, the head of support decides on the spot, and Elena writes the confirmation.
Causes, not tickets
At the team stand-up Elena reports the outcome of the call, the root causes behind this week's complaints, and the escalations still waiting on a human decision.
What changed for one team
Jonas · head of customer supportProfile: Direct-to-consumer retailer, around 40,000 orders a month, support team of nine.
- The oldest open ticket in the queue was nine days old.
- Churn was discovered when the cancellation arrived.
- Goodwill spend depended on who happened to pick up the phone.
- First response in under five minutes, around the clock.
- Six in ten at-risk accounts contacted before they cancelled.
- Every remedy above the threshold approved by a named human, with a record.
She is not softer than our team. She is just never tired, and never over the limit.
Things people ask Elena
- “Show me customers at risk of leaving, and why.”
- “Go through last week's complaints and tell me what actually caused them.”
- “Draft a reply to this customer.”
- “Find tickets that have been open for more than seven days.”
Where Elena works
In the panel or as a widget on your own site.
Its own number, inbound and outbound, with natural speech.
Joins video calls as a participant, hears and speaks.
A photorealistic presence for meetings and presentations.
Yours, not ours
Everything above is how Elena works by default. If your process looks different — other thresholds, other approval paths, other systems — we reshape Elena around it. Same engine, your rules.
Want to see Elena on your data?
We run a short audit, pick one painful process and put an Operator on it with a human approval step from day one.
Book a demo