Smarter customer support at scale.
Answer the routine questions instantly, route the rest to the right person, and keep customers informed throughout.
Who it's for
Many customer enquiries ask the same things: where is my order, when is my appointment, how do I do this, who do I talk to. Each one is simple, but together they fill the day and slow the response to the enquiries that need real attention.
3xRMD Service uses AI agents to answer routine questions instantly from your own systems and knowledge, gather the details on everything else, and route it to the right person or queue. Customers get faster answers, and your team gets fewer interruptions and better-prepared tickets.
What it handles
- Common enquiries
- Information retrieval
- Request triage
- Ticket creation
- Status enquiries
- Customer assistance
- Human escalation
What it looks like in practice
Illustrative examples of how this works day to day.
Status enquiries
A customer asks where their order or job is up to. The agent checks the relevant system and answers directly, or explains the next step if something needs a person.
Ticket triage
An inbound request is categorised, prioritised and logged in your helpdesk with the relevant account details already attached, ready for the right team.
Escalation with context
When a conversation needs a person, the agent hands over the history and a short summary, so the customer doesn't have to start again.
Designed around your business
A service agent answers only from information you approve, and is designed to hand over rather than guess when it isn't sure. Escalation rules, tone and boundaries are agreed before launch and tested against real examples of the enquiries you receive.
How it gets built
The same six stages apply whichever area you start with. See how it works.
- 01
Discover
Find where time is being lost.
- 02
Design
Build the improved process.
- 03
Connect
Integrate the systems and information required.
- 04
Build & Test
Develop the agent or automation and test real-world scenarios.
- 05
Launch
Deploy through a controlled rollout.
- 06
Improve
Measure, optimise and continuously improve.
3xRMD Service: common questions
Where does the AI get its answers from?
From the systems and information you approve — for example order status, account details or your service documentation — and nothing else. If it doesn't have a reliable answer, it hands over rather than guessing.
What happens with complex or unhappy customers?
Escalation rules are agreed before launch. When a person takes over they receive the conversation history and the details already gathered, so the customer does not have to repeat themselves.
Can it create tickets in our helpdesk?
Yes, where the helpdesk can be connected. We integrate with systems such as ServiceNow and Autotask, and with others that offer an API, so requests arrive categorised with the relevant detail attached.
Is our customer data safe with an AI agent?
Agents are given access only to the information their role requires, follow least-privilege permissions, and are tested against expected and unexpected scenarios before going live.
What could your business do more of?
Tell us where your team is spending time on repetitive work. We'll explore whether AI and automation can do it differently.