Customer Service
Every social, chat, email and messaging case in one queue, routed by skill and intent, with the customer’s full history beside it.
- Omnichannel queue
- Skills-based routing
- SLA timers
Service leaders
Conversational AI
Answers customers can act on
Assistants that answer routine questions from your approved knowledge and hand over to an agent with the conversation intact.
Approved knowledge onlyWarm handoverSuggested replies
Where is my delivery? It was due yesterday.
AssistantYour parcel is at the local depot and is scheduled for tomorrow before noon. Would you like a different day?Source: Delivery help, article 12
I need to speak to someone about a refund.
Handed over to Refunds with the transcript attached
Rollout guideThe enterprise rollout guide
A practical plan for bringing social, service and marketing onto one platform: who decides what, in which order, and how to know it is working.
Read the guideOverview
Answers customers can act on.
Most service questions have been answered before. Conversational AI answers them from the knowledge you approve, in the customer’s language, and knows when to stop and bring in a person.
Capabilities
What Conversational AI does.
01
Grounded in what you approve
Assistants answer only from sources you publish to them. Every answer links to the article it came from.
02
Handover with the context attached
When a question needs a person, the agent receives the transcript, the detected intent and what has been tried.
03
Suggested replies for agents
Agents get a draft in the brand’s tone with the sources beside it. They approve, edit or discard; nothing sends itself.
04
Review before it reaches customers
Test new topics against past conversations, set confidence thresholds and switch a topic off in one step.
Details
The specifics your evaluation will ask for.
Sample specifications for a fictional product. Shared controls such as single sign-on and the audit trail apply to every suite.
- Works with
- Chat, messaging and social channels; your knowledge base and case tools
- Knowledge
- Approved sources only, with a citation on every answer
- Handover
- To the routed skill group, with transcript and intent attached
- Controls
- Topic allow-lists, confidence thresholds, conversation review and opt-outs
Also on the platform
Suites that work with Conversational AI.
Social Publishing
One calendar for every brand, region and channel, with approvals and brand checks applied before a post is scheduled.
- Global content calendar
- Approval paths
- Brand rule checks
Marketing Orchestration
Run global campaigns from one brief, with owners, regional adaptations, approvals and results kept on a single record.
- Shared campaign brief
- Regional adaptation
- Governed approvals
See it with your own channels
Request a demo of the Brightline platform.
A 30-minute walkthrough with a solutions consultant, built around your channels, regions and review process.