High support volume
Our support center gets too many inquiries — what should we do?
The short answer
TEVEL (תבל) builds service operations that combine AI, automation and human agents, so a support center can grow without the workload growing at the same rate. AI handles the volume and suitable actions, automation runs what repeats, and people handle what needs people.
Start by understanding the inquiries
Before adding technology, map it out: which types of inquiries arrive, on which channels, how many repeat, what information an agent needs to answer and which actions they take in which systems. Sometimes part of the load comes from internal operations — a status the customer can't see themselves, or information that doesn't arrive in time.
Three layers working together
Channel → AI layer → knowledge → business systems → action → human escalation:
- AI: detecting intent, answering from approved information only, collecting details and summarizing conversations
- Automation: opening tickets, updating systems, routing and predefined actions
- Agents: complex, sensitive or unusual cases — with full context already in front of them
- Self-service: a portal or status updates that prevent some inquiries in the first place
Governance and outcomes
Defined up front: which actions may run automatically, which sources answers may come from, what is logged and when escalation to a person is mandatory. Possible outcomes: faster response times, higher capacity, consistent service and less repetitive work. TEVEL does not promise a fixed savings percentage — results depend on each company's processes and data.
More questions
Is the answer to replace agents with AI?+
No. The goal is for AI to take the volume and suitable actions, freeing agents for the cases that genuinely need a person.
Does it work on WhatsApp, chat and email?+
On the channels the business uses, subject to each channel's capabilities and permissions.
Do we need to replace our existing service system?+
Not necessarily. In many cases the new layer is built on top of existing systems and connected through APIs.