Explore ExodusAI Customer Service Automation
On this page

Use case · Desk

AI Customer Service Automation

AI customer service automation resolves routine requests — common questions, status checks, simple changes — in-flow, classifies and routes everything else, and hands complex or sensitive cases to people with a summary of the interaction. Exodus Markets delivers it through Desk, the customer service app in Base.

Request a Desk demoExplore Desk

The problem

Why this workflow needs attention

How it works

How Desk handles it

  1. Customer request
  2. Understand intent
  3. Retrieve information
  4. Resolve or escalate
  5. Update system
  6. Follow up

  1. Receive

    A customer starts an interaction through a supported channel.

  2. Understand

    AI identifies the likely intent and the information required.

  3. Resolve routine requests

    Approved workflows answer common questions and handle status checks where systems are integrated.

  4. Escalate with context

    Complex or sensitive cases move to a person with an interaction summary.

  5. Record and follow up

    The outcome is recorded and any follow-up is scheduled.

After hours

Support outside office hours

  1. After-hours message
  2. Understand request
  3. Answer routine questions
  4. Capture details
  5. Flag urgent cases
  6. Queue for the team

  1. Respond straight away

    Every after-hours enquiry receives an immediate, relevant response.

  2. Answer what can be answered

    Routine questions are answered from approved knowledge.

  3. Capture the rest

    Details are collected so the team can act without going back to the customer.

  4. Follow escalation rules

    Urgent cases are flagged or routed according to the rules you set.

  5. Prioritise the queue

    The team starts the day with a structured, prioritised queue.

Human + AI

What AI handles — and what stays with people

AI handles

  • Common questions and product information
  • Order, booking and case status
  • Request classification and routing
  • Interaction summaries for agents

People remain responsible for

  • Complaints
  • Sensitive situations
  • Exceptions and goodwill decisions
  • Complex troubleshooting

Who it is for

Built for these teams

Results

How success is measured

Measured against a baseline captured before deployment:

FAQ

AI customer service automation FAQs

Will customers always be able to reach a person?

Yes. Human escalation is a core part of every Desk workflow, triggered by topic, sentiment, complexity or a simple request for a person.

Where do the answers come from?

From approved knowledge — product, policy and service information your team maintains — rather than open-ended generation.

Does it integrate with our helpdesk or CRM?

Integrations are confirmed per deployment, and custom integration requirements are scoped during implementation.

Related

Desk

Put AI customer service automation to work

Tell us about the workflow and we will show you how it would run in your business.

Request a Desk demo Talk to Exodus Markets