Resolve more on the first contact.
Anantix gives AI agents access to your knowledge, customer context and business systems so they can do more than answer questions.
Refund status
WhatsApp · Farhan Ali · Order 48213
Farhan Ali · 11:40
Order 48213 ka refund abhi tak nahi aaya. Kab tak aayega?
- orders.get_orderCancelled on 25 Sep
- payments.get_refund₹1,850 refunded on 27 Sep · UTR 402918
- crm.log_interactionRefund query logged
Support agent · 11:40
Your refund of ₹1,850 was sent to your card on 27 Sep. Bank reference: UTR 402918. If it hasn’t shown up by Friday, reply here and I’ll raise it with our payments team.
Resolved on first contact
Customers don’t contact support because they want an answer. They want something done.
A support conversation often ends in a booking change, payment check, ticket, CRM update, document lookup or escalation.
If the agent can answer but cannot act, the customer still waits.
| The conversation ends in | An agent that can only answer | An Anantix agent |
|---|---|---|
| Booking change | Answer only: Explains how to reschedule | Anantix: Moves the booking and confirms it |
| Payment check | Answer only: Quotes the usual processing time | Anantix: Looks up the transaction and shares its status |
| Ticket | Answer only: Asks the customer to email support | Anantix: Creates the ticket with the details filled in |
| CRM update | Answer only: Promises someone will update it | Anantix: Updates the record during the conversation |
| Document lookup | Answer only: Links to a help article | Anantix: Finds the customer’s invoice and sends it |
| Escalation | Answer only: Transfers the customer to a queue | Anantix: Hands over with the conversation, summary and actions taken |
The agent that answers is the agent that acts.
No transfer between a bot that explains and a person who fixes. One conversation covers the answer, the action and, when needed, the handover.
Answer from company knowledge
Use approved policies, documents, FAQs and previous resolved questions.
Take action
Update records, create tickets, schedule appointments, check transactions and trigger workflows.
Keep the context
Voice, WhatsApp, Email and Web interactions stay connected to the same customer.
Escalate properly
When judgement is required, the employee receives the conversation, summary and actions already taken.
Return request · Priya Menon
WhatsApp · Order 60412
Keep the context
Monday · Voice call · asked about the return window for this order
Priya Menon · 10:02
Order 60412 ka mixer grinder kaam nahi kar raha. Return ho sakta hai?
Answer from company knowledge
Support agent · 10:02
Yes. Faulty items can be returned within 10 days of delivery, and yours arrived on 26 Sep.
Source: Returns policy › Faulty items
Take action
- returns.create_pickupPickup booked, Thu 10 am–1 pm
- tickets.createRET-2291 opened with the fault noted
Priya Menon · 10:04
Can the refund go to my bank account instead of the card?
Escalate properly
Handed to the returns team
Refunds to a different payment method need approval. Sent with the conversation, a summary, the pickup and ticket RET-2291.
Four support workflows, and where each one stops.
Order and refund status
“Mera refund kab aayega?”
- 1Match the customer to the order
- 2Read the order, shipment or refund status
- 3Share it with the reference number
- 4Log the interaction
- The refund is overdue against your policy
- The customer disputes what the system shows
Booking and service changes
“Kal ka appointment Monday kar sakte hain?”
- 1Find the booking
- 2Check the change against your rules
- 3Move or cancel it
- 4Confirm on the customer’s channel
- The change needs a fee waiver or an exception
- No available slot works for the customer
Ticket creation
“Mixer ka jar crack ho gaya hai.”
- 1Understand the issue
- 2Collect the order number, photos or details
- 3Create the ticket with category and priority
- 4Tell the customer what happens next
- The ticket reaches its queue with the details already filled in
Complaints and escalation
“Teesri baar call kar raha hoon, manager se baat karao.”
- 1Recognise a complaint or a request for a person
- 2Stop trying to resolve it
- 3Summarise the conversation and actions taken
- 4Transfer to the right team
- Every time: a person owns the complaint from here
Turn unanswered questions into better knowledge.
Unanswered question
1/4AI agent
“Warranty card kho gaya hai. Kya phir bhi claim ho sakta hai?”
No approved source covers a lost warranty card, so the agent said it would confirm with the team.
9 similar questions across Voice and WhatsApp
Review
2/4Your team
Assigned to Kavya M., support lead
She sees the source conversation, why the agent couldn’t answer and the similar questions grouped together.
Approved answer
3/4Your team
“Yes. The invoice or order number works as proof of purchase, so a claim can go ahead without the card.”
Approved by Kavya M.
Knowledge updated
4/4Anantix
Warranty › Proof of purchase
Available to support agents on every channel for this question and similar ones.
Your team answers it once. The approved answer becomes available for future similar conversations.
Similar questions are grouped across channels and languages, so one review covers every way customers ask it. An answer is added to knowledge only after someone on your team approves it.
What changes in the support queue.
Fewer repetitive tickets
Questions your knowledge already covers are answered in the conversation instead of queued.
More requests completed without transfers
The agent that answers can also change the booking, check the payment or raise the ticket.
Faster handoff when a person is required
Your team starts with the summary and the actions already taken, not a blank ticket.
Knowledge improves from real customer conversations
Gaps come from what customers actually asked, and each approved answer is used from then on.
What this runs on.
- AI Agents
Answer from approved policies and documents on Voice, WhatsApp, Email and Web.
- Actions & Workflows
Check orders and refunds, move bookings and create tickets during the conversation.
- Customer Timeline
Earlier calls and messages about the same order are in front of the agent and your team.
- Learning Opportunities
Questions the agent couldn’t answer become answers your team reviews and approves.
- Integrations
Connect the helpdesk, CRM, order and payment systems your team already uses.
Bring us the question that fills your support queue.
See how Anantix can connect your conversations, agents, teams and business systems into one customer operation.
Book a DemoWhat the demo covers
Your workflow, mapped
The channels it runs on, the systems it touches and where your team steps in.
An agent working through it
Handling the conversation in the languages your customers use, and taking the actions it needs.
What it takes to run
Integrations, deployment and the controls your IT and security teams will ask about.