Flexible Multichannel Contact
Olos enables interaction by voice and text, ensuring customers can reach technical support on the channel that best meets their needs. This multichannel capability makes support accessible and convenient.
Technical Support
Technical service with diagnosis, continuity, and follow-up
Olos structures technical support operations with multichannel intake, context gathering, first-line automation, and routing, ensuring traceability and resolution.
Service tracks
How technical support is organized, from intake to follow-up
Multichannel intake
The customer reaches out by voice, WhatsApp, chat, or email. The system identifies the channel and starts gathering context.
Automation and direct resolution
Automated diagnosis
The chatbot gathers information and attempts a resolution using the knowledge base.
First-contact resolution
Simple cases are resolved without human intervention.
Escalation and follow-up
Contextual transfer
The escalated case reaches the agent with the full history and all the context gathered.
Follow-up through resolution
Continuous ticket monitoring with alerts and defined deadlines.
Features applied to technical support
Upfront Context Gathering
Before the customer is transferred to a specialized agent, Olos automatically gathers the context of the inquiry through bots or IVRs. This helps route the customer to the most appropriate support, saving time and improving service efficiency.
Tier 1 Automation
Using artificial intelligence, Olos automates the first tier of support to resolve simple, frequent problems immediately. This speeds up the process and frees up human resources to handle more complex issues.
Intelligent Transfer
When needed, Olos routes reported problems to the right specialists, ensuring each technical issue is handled by the most qualified person. This improves resolution rates and customer satisfaction.
Access to History and Knowledge Base
The platform keeps a detailed call history and gives agents access to a knowledge base, empowering them to resolve complex problems quickly and with confidence.
Continuous Monitoring and Adjustment
Olos enables real-time monitoring of call volumes and response times, providing critical data to continuously fine-tune the service, always aiming to optimize the operation and maximize support team efficiency.
Use cases
Multichannel technical support center
- Intake by voice, chat, and WhatsApp
- Automated chatbot triage
- Escalation with context preserved
Remote diagnosis with first-line automation
- Information gathering about the problem
- Automated resolution attempt
- Ticket logging and follow-up
Ongoing follow-up and resolution
- Monitoring of open tickets
- Deadline and escalation alerts
- Complete history per customer
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