The task
Customers of one of the group’s products write to support.
To answer, the team often needs data from the back office and a reply from the payments partner or another team.
Customer support
First line of customer support
In one of the group’s products, the agent takes new customer requests, looks up the account and brings in the teams it needs.
Request #58213 · Payment pendingOn new requests
Customer: “I sent a payment 2 days ago and it still shows as pending. Where is my money?”
Back office Find the customer · 1 account
Back office Check the payment · pending at the partner
Team chat Ask the payments partner · replied
Reply sent to the customer: “Your payment of €120 is with our payments partner. They confirmed it will be completed today. We’ll write to you as soon as it’s done.”
Message…
AgentSupport Agent
ModelGPT 6.1 Sol
ReasoningAuto
Screens show sample data. The case is real use in the group that built Sigma.
How the agent does it
- The help desk sends each new request to Sigma, with what it knows about the customer.
- The agent looks up the customer in the back office through its connectors.
- When needed, it writes to group chats with the payments partner and the support team.
- Meanwhile, it keeps talking to the customer.
What changed
- The agent takes the first line.
In numbers
Finishedcompany-wide
88%of agent runs across the company are completed
Last 30 days
Production data inside the group, read-only. A run is finished when it ends with the status “completed”.
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