Your AI agent could be resolving 75% of conversations
Most AI support agents stall at a fraction of what they're capable of. The gap is rarely the tech itself. We help you find what it is and fix it.
You've seen the signs
Your AI agent went live, the numbers first looked promising, then flattened. And the symptoms are everywhere you look.
01
It sends a lot of information, but much of it is not quite right.
02
It hedges its responses instead of finding the resolution.
03
It can't answer the basics you know are written down somewhere.
04
Conversations loop, and customer frustration grows.
The root cause is that the AI can't find what it needs because what it needs was never structured for a machine to read.
Fix the foundation, and find a higher AI resolution rate
An AI agent answers three kinds of questions: informational (“what's your refund policy?”), personalised (“what's my refund status?”), and action-based (“can you process my return?”).
Most AI implementations skip the first in the rush to get to the others, but that just means the foundation stays broken and everything built on top wobbles. We start with your knowledge, then build the rest, in order of priority and impact.
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Is this you?
You own the customer experience at a scaling company, and you’re accountable for the AI resolution rate.
Your AI agent is live but plateaued, or you never really turned it on.
You're staring at a headcount plan that grows linearly with your customers, and looking for another way.
You already have support content. Even if it's scattered or unstructured.
Looking to optimize your Fin Deployment?
How AI Agent Optimization works
We learn all about your business, your product feature set, and customer types. Every customer has different requirements, and we shape everything to your needs.
We go deep into your data segments to find everywhere the agent is succeeding, and everywhere it’s not. Then we analyse the conversations to see where the root causes lie.
You get a ranked, costed set of actions. This is not the hundred things you could do, but the few that can move your resolution rate most, each with an expected ROI attached.
We do the work, then measure it against an agreed target and timeframe. The job isn’t finished until the agent’s resolution and customer satisfaction numbers hold.
Why scaling teams choose Otonomee to optimize their AI agent
Our People
We’re independent experts
Otonomee is not a tech firm’s own services arm, upselling you the platform. With us, you get a realistic outside read on exactly what's happening, and how to improve it.
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Our Approach
We're operators, not tool-installers
Plenty of companies know software. How many of them have designed, built and run the complex global support operation the software is supposed to serve?
The Outcomes We Deliver
We deliver much more than a document
We help you get the results you need, then stay for the long term if you want us to. Our goal is to create an experience that makes your customer never want to leave.
Find out what your AI agent should be resolving
Start with an initial consultation. We'll hear your situation and talk through what might be possible for your business’s AI support tool.
Frequently Asked Questions
That's the most common reason clients come to us. The cause is usually knowledge, setup or ownership. Our work is to find out where the root cause is, then fix it in a methodical, structured way with cost-benefit at every step.
No. The principles are the same or very similar across all AI support agents: retrieve the right knowledge, personalise with the right data, and take actions where it’s safe and right to do so. We can work with multiple AI agent platforms.
Usually. We find what went wrong, fix the root cause and test it properly before it goes near a customer again. Switching features off forever is probably an expensive response to a few bad experiences.
We’ve found that the support content nearly always already exists, but it’s just not organised, structured or made complete. It’s often scattered in FAQs, in help docs or internal drives, wherever your existing support team accesses daily. Our work is often to organise and structure it so the AI can use it to resolve at a higher rate.
The primary business case is often about cost, specifically resolving more support contacts without needing to increase headcount linearly. However, the real win is often in keeping your existing team and culture intact instead of churning through hires, having to manage significantly increased HR and administrative issues, or turning your most competent agents into trainee managers.
It always depends on your product and customer complexity. Some customers have targets of 80% AI agent resolution rates or above. Having designed, built and run complex global support operations for many years, we’ve found that every company is different, so our approach will be tailored precisely to you. Plus, we'll always be straight with you on what’s possible, and hold ourselves to the target we set.
It can be either. Most engagements will start as a defined project to diagnose, fix and prove the outcome. Some customers are delighted to leave it there. Others are happy to make Otonomee an embedded part of their business by moving to an ongoing arrangement where we keep influence, inform and improve every part of your customer experience.