AI handles routine customer inquiries so your team can focus on complex cases
Deploy a customer support center where AI agents handle order status checks, account questions, and conversion inquiries across SMS and voice. your team focus on complex cases that need human expertise.
Transform how your customers get help
An AI-first customer support center that resolves routine SMS inquiries instantly while routing complex cases to your team who can help.
order status automation
AI instantly checks claim status, explains statements, and answers benefit questions without manual involvement. customers get answers in seconds instead of waiting on hold for routine lookups.
account change requests
customers update addresses, update details, change preferences, and request account documents through AI-guided flows. Routine account changes are processed automatically with confirmation sent via SMS.
conversion support
Guide customers through plan selection, conversion completion, and document submission. AI handles eligibility questions and plan comparisons while your team step in for complex service decisions.
customer satisfaction tracking
Track customer satisfaction scores, resolution rates, and sentiment across every interaction. Real-time dashboards show support quality metrics so you can identify and fix issues before they become complaints.
Resolve customer inquiries faster with AI
AI that works alongside your team at every stage of the customer interaction, from initial triage to post-call documentation.
Autonomous resolution
AI agents resolve routine customer inquiries end-to-end without manual involvement. They check order status, verify features, confirm service areas, and process simple requests. Complex technical or service disputes are escalated with full context.
team member routing
AI analyzes inquiry type, customer plan, and case complexity to route every interaction to the right team member. service disputes reach specialists. conversion questions go to support specialists. Simple lookups stay with AI.
- ✓ License-verified team matching
- ✓ Priority routing for urgent technical cases
- ✓ Plan-specific expertise matching
Proactive customer outreach
Move from reactive to proactive support. AI monitors conversion deadlines, renewal dates, and benefit utilization to trigger outreach before customers miss important windows. Prevent service lapses and improve retention.
- ✓ conversion deadline reminders
- ✓ Renewal and re-conversion campaigns
- ✓ proactive support reminders
Built for your team, optimized for customers
A workspace that gives your team instant access to customer profiles, plan details, and requests history so they can resolve complex cases quickly.
Intelligent case routing
AI-powered routing matches customer inquiries with team expertise. order disputes reach specialists, conversion questions reach support specialists, and technical questions reach specialist teams.
SMS and voice channels
Unified workspace for SMS conversations and voice calls. Your team sees the full customer interaction history regardless of channel, with plan details and prior conversations in one view.
Plan-specific templates
Pre-built response templates for common customer questions by plan type. service explanations, network details, and benefit summaries auto-populate with the customer's specific plan data.
Compliance recording
Every customer interaction is recorded and archived for regulatory compliance. Call recordings, SMS transcripts, and rep notes are automatically linked to customer records with full audit trails.
From SMS to team member, seamlessly
When a customer's question requires licensed expertise, the conversation escalates from AI to a team member without losing context. the rep sees the full history and can pick up exactly where AI left off.
- ✓ Warm handoff with full conversation context
- ✓ Click-to-call from SMS conversations
- ✓ Compliance-ready call recording
- ✓ AI transcription and case documentation
- ✓ After-hours routing to on-call reps
Intelligent automation built for SMS
AI tools trained on SMS terminology, plan structures, and compliance requirements that make every customer interaction faster and more accurate.
order status copilot
AI pulls real-time requests data and explains status, denial reasons, and next steps in plain language. customers understand their statements without needing a rep. Your team gets AI-suggested responses for complex requests disputes with relevant account citations.
Automated case documentation
Every interaction is automatically summarized with key details, action items, and follow-up dates. No more manual after-call work. AI extracts customer concerns, plan details discussed, and resolution status. Summaries sync to customer records automatically.
Compliance-aware responses
AI-generated responses follow compliance standards and data security requirements. Benefit explanations use approved language, service limitations are accurately stated, and required disclaimers are automatically included in every customer communication.
Streamline customer support operations
From initial triage to case resolution, every operational layer is built for SMS with compliance and customer satisfaction at every step.
conversion workflow automation
Automated workflows for conversion processing, document collection, and eligibility verification. customers receive step-by-step guidance through plan selection and application completion without manual manual involvement for routine cases.
IVR and voice triage
Conversational IVR powered by natural language understanding for SMS. customers describe their issue naturally instead of navigating menu trees. AI handles requests lookups, ID card requests, and provider searches by voice.
SMS self-service
customers text in to check requests, verify service, find providers, and request documents. AI handles the full conversation with seamless handoff to a team member when the inquiry requires human expertise.
Escalation management
Multi-tier escalation for requests disputes, service appeals, and grievances. Supervisors monitor active cases and step in when needed. Full audit trail maintained for regulatory compliance and quality assurance.
Queue management
Automatic overflow handling when call volumes spike during promotional campaign or campaign periods. Route overflow to backup teams, AI your team, or callback scheduling so no customer is left waiting without a clear next step.
SLA and compliance tracking
Define SLAs by inquiry type, customer plan tier, and regulatory requirements. Real-time monitoring with automatic escalation when resolution deadlines are at risk. compliance-ready reporting for compliance audits.
Measure customer support performance
Real-time analytics and historical reporting give you complete visibility into customer support performance. Track resolution rates, team productivity, customer satisfaction, and AI accuracy from a single dashboard.
- ✓ requests resolution time and accuracy tracking
- ✓ AI vs. rep resolution rate comparison
- ✓ customer satisfaction scoring (CSAT, NPS)
- ✓ Inquiry topic analysis and trending issues
- ✓ compliance-ready compliance and audit reports
Integrated with the Athena Text platform
The customer support center is one layer of the complete Athena Text platform. Every component works together to serve SMS customers.
conversion journeys
customer support interactions feed into automated conversion journeys that guide prospects from inquiry through plan selection and conversion completion.
AI qualification bots
AI agents qualify SMS leads via SMS, collect key information, and route qualified prospects to your team for conversion.
AI chatbot
SMS chatbots handle plan questions, features comparisons, and conversion help with seamless handoff to the support center.
Lead and customer data
Unified customer profiles with account details, interaction history, and requests data give your team the full picture for every customer conversation.
AI-first customer support, your team when it matters
Deploy a customer support center that resolves routine SMS inquiries with AI and routes complex cases to your team. Athena Text delivers it.