Customer service
The AI agent for customer service.
Not a deflection widget that stalls until a human takes over. Heard reads the ticket, retrieves the right answer, takes the action inside your systems, and closes the loop — across voice, WhatsApp, web and email. When it should hand off, it hands off clean.
The bar we set
Resolution, not deflection.
Deflection just delays the human. Resolution ends the conversation — the refund issued, the order tracked, the address updated, the answer cited. Heard is built to finish the job, then prove it did.
~66%
of service conversations resolved with no human
The rest escalate with the full transcript and a summary — never a cold transfer, never a repeated question.
What it handles
The tier-1 queue, cleared
Order & account questions
Looks up the order, checks the status, confirms the details — from your systems, in the customer’s language.
Refunds & changes
Applies your policy, issues the refund or edits the order, and logs exactly what it did and why.
Troubleshooting
Walks the customer through the fix step by step, grounded in your knowledge base — not improvised.
Policy & how-to
Answers with the exact policy and cites the source, so the reply is right and auditable.
Ticket creation & routing
Opens, tags and routes tickets to the right queue with the context already attached.
Warm handoff
When it escalates, your agent inherits the whole thread and a summary — and picks up mid-flow.
Why Heard fits service
Built to close tickets, not open more work.
- One agent across voice, WhatsApp, web, email and SMS — the customer never repeats themselves between channels.
- Native Arabic, including Gulf dialect, and English — switching to whatever the customer speaks.
- Every answer grounded in your approved knowledge and cited, with multi-stage checks before it replies.
- Takes real actions in your systems — refunds, order edits, appointment changes — not just canned replies.
- Live in under a day: upload your help center, connect a channel, and it starts resolving real tickets.
Questions
Common questions
How is this different from a chatbot with a knowledge base?
A chatbot answers; Heard acts. It retrieves the fact, then does the work behind the question — issue the refund, update the order, open the claim — and cites the source for every answer.
What happens when it cannot resolve something?
It hands off to your team with the entire conversation and a summary, so the customer is never asked to start over. You set exactly when it escalates — low confidence, an upset customer, or a high-risk request.
Will it invent policies?
No. Answers are grounded in your approved knowledge and pass multi-stage validation before they are sent. If it is not confident, it asks or escalates rather than guesses.
Clear the queue. Keep the standard.
First month free, up to 10,000 resolved conversations. Live in under a day.