Banking
Retail customer service with central bank timers on complaints. Multi-channel inbound routing for branch and contact centre, customer conversation summary with CRM population, structured escalation on regulated complaints.
See the industry → FOR SERVICE
Build an AI agent team for customer service.
Polyant is the software to build AI agents inside the customer service team's flows. Routing incoming requests to the right role, unified cross-channel context for each customer, automatic end-of-conversation summaries, and complaint handling with regulatory timers.
4specialised agents
24/7operation
Multi-channelintegrated
The rhythm of customer service changes.
What changes is the routing time for incoming requests: seconds instead of minutes. What changes is the number of systems an operator must consult to handle a customer conversation: just one, because the cross-channel context is already surfaced in the work channel. What changes is when the conversation summary reaches the CRM: immediately after closing, with the draft already prepared, rather than weeks into a backlog. What changes is response time coverage for complaints in regulated industries: mandatory timers active from the first moment, with structured escalation built in.
These are changes that become visible in the day-to-day rhythm of the customer service team.
03 SERVICE SQUAD
A squad of agents specialised in multi-channel customer service operations.
For a large company's customer service team, a squad of agents works alongside operators throughout the entire conversation cycle. Each agent does its part and passes the work to the next, sharing the same configuration and audit registry.
01 TRIAGE
Inbound Triage
Routes incoming requests to the right role, classifies them by urgency and customer context, and escalates to the manager when a conversation falls outside standard cases.
See the agent WhatsApp «I had an accident, this is Rossi»
Type Auto liability · medium
Policyholder Rossi Marco
Policy #IT-2024-04471
Case opened · CRM updated
02 MULTI-CHANNEL
Multi-Channel Hub
Unified cross-channel context on the same customer: chat, email, social, and phone coordinated with shared memory, so the operator sees the entire conversation on a single work channel.
See the agent Marketing chat «I'd like to book a cardiology visit, I had a strange episode…»
Service Cardiology
Urgency To assess · 48h
Contact callback requested
Routed to cardiology desk · CRM updated
03 SUMMARY
Conversation Summarizer
Automatically generates an end-of-conversation summary with case classification, recommended next action, and CRM trace. The draft is ready at close; the operator confirms in under two minutes.
See the agent fnol.receive 09:14:22 ALLOW
triage.classify 09:14:25 ALLOW
idd.check 09:14:31 WARN
liquidation.propose 09:15:02 ALLOW
SELECT * FROM audit_log WHERE claim_id = '2024-0847'
04 COMPLAINT
Complaint Triage
Handles complaints in a structured way, with regulatory timers active from the first moment, mapped to industry-specific constraints, and automatic escalation to the manager as deadlines approach.
See the agent Proposal no. 2024-081 In review
Missing disclosure
MiFID II art. · regulated financial instrument
Alt. 1 …in compliance with MiFID II and applicable supervisory provisions.
Alt. 2 …with full disclosure attached to the offer document.
Audit trace recorded · 14:31
Four moments in the customer service day.
For a large company's customer service team, a squad of agents handles incoming requests, conversation opening, conversation close, and complaint escalation.
07:30 Inbound Triage
10:00 Multi-Channel Hub
10:35 Conversation Summarizer
15:20 Complaint Triage
07:30 Inbound Triage
Overnight requests are already routed.
For the head of customer service at a utility managing two hundred calls a day, the day starts with the sixty overnight requests already sorted by role, urgency, and customer context. Three cases flagged to the CISO for personal data requests, eight requests from regulated customers escalated to compliance, and the remainder assigned to the standard team. The head opens Slack and sees the day's map ready.
10:00 Multi-Channel Hub
A call that starts with the conversation already open.
A customer opens a chat on the product site. Multi-Channel Hub identifies them from the CRM and retrieves the cross-channel thread from the past thirty days: two emails to a generic address three weeks earlier, a portal ticket two weeks earlier closed with a solution. The technical operator receives the request on Slack with context ready. The conversation picks up where it left off — not from scratch.
10:35 Conversation Summarizer
The summary is ready at chat close.
The conversation closes in half an hour with the solution applied. Conversation Summarizer activates automatically at close and generates a structured summary: the customer's action, the decision reached, and a follow-up task for the customer success specialist to schedule a check-in call within the week. The operator reviews and confirms in two minutes. The CRM updates itself. No end-of-day transcript backlog.
15:20 Complaint Triage
A regulated complaint enters with the timer already active.
A customer files a formal complaint via certified mail on a delayed case. Complaint Triage classifies it by severity, product, and responsible regulator. The contractual response timer starts immediately; the head of complaints sees the time remaining next to each case in the work channel. Three days before the deadline, an automatic escalation notifies the next level. The trace of the decision stays in the runtime audit registry.
Industries where these workflows are relevant.
Insurance
Customer service on claims with insurance authority timers. Unified multi-channel on FNOL calls and complaints during liquidation, automatic summary in the insurance CRM, escalation to the head of complaints.
See the industry →Telco
Retail and business customer service with telecommunications authority timers on complaints. Cross-channel context on chat, app, social, and phone, conversation summary with next-best-action, structured complaint handling with regulatory escalation.
See the industry →Other regulated industries
Utility, healthcare, public sector, and other regulated contexts have specific customer service dynamics: discovery is used to understand where the customer's needs lie and to build the right agent for the industry in which the service team operates.
Four questions from heads of customer service.
Ticketing systems (Zendesk, Freshdesk, ServiceNow, proprietary systems) are integrated via delivery by the Exelab team. The logic is the same throughout: the agent talks to the system through the APIs.
The typical timeline for a first Service agent is 4–8 weeks: discovery, routing and classification rule configuration, channel and ticketing integration, and handoff to the operations team. The actual duration depends on the number of channels and ticketing systems involved.
Operational management stays with the customer's customer service team via the admin panel or TypeScript. For those who want to delegate operations too, Exelab provides managed in three profiles Core, Advanced, Ultra. Detail on /managed.
Complaint Triage activates contractual response timers upon complaint classification. The head of complaints can see the time remaining for each open case in the work channel. When a timer is about to breach, automatic escalation alerts the next level. Formal accountability for response time compliance remains with the manager.
Two paths to start.
A 30-45 minute conversation to understand how Polyant for Service applies to the customer's case and how long it takes for the first agent in production.