Agentic Solutions for Customer Support
Every request resolved, every response on time
Customer support back offices handle complex requests that require investigation across multiple systems, from order inquiries and contract changes to complaint resolution and refund processing. Your associates know the procedures, but finding the right information in time is the bottleneck. Matterway's Agentic Assistant streamlines each process so it is easy to follow and fast to execute, so your team resolves more requests on time with fewer errors across the board.
Talk to a customer support operations expert
Up to 65%*
Handling time reduction
3-5x*
Productivity improvement
Up to 50%*
Lower rework rate
*Average metric improvement across a portfolio of Customer Support use cases
See how it works in
real customer support workflows
Results
Handling Time Reduction
87 → 29 Minutes
Required User Actions
869 → 147 Actions
Annual FTE Savings
1.8 FTE
See full walkthrough
The problem
Telecom support agents handle complex subscriber issues that span CRM, billing portals, incident management systems, and email. Identifying root causes for service outages or billing errors requires tedious cross-referencing across disconnected platforms. Each complex ticket takes roughly 25 minutes and 145 actions, with inconsistent resolution quality across the team.
With the Assistant
Triggers when the agent opens a high-priority subscriber ticket. Automatically extracts account and service data from all connected systems. Cross-references billing records and incident logs to pinpoint root cause. Proposes resolution steps including credits and service adjustments based on company policy. Drafts a personalized response for agent review. Automates system updates to close the case across all platforms.
Beyond the metrics
We’re talking about outcomes that aren’t just numbers.
Faster productivity time
New associates follow the same guided flow as experienced ones. The Assistant reflects the latest procedures in real time, so ramp-up takes days instead of weeks.
Fewer escalations
When associates cannot find the right information quickly, cases get escalated or passed between teams unnecessarily. The Assistant pulls relevant data together at the start of each case, so associates resolve more requests on the first touch instead of bouncing them across departments or revisiting them later with missing context.
Consistent resolution
Customer requests often have multiple valid resolution paths, and the outcome can depend on which associate picks up the ticket. The Assistant guides every associate through the same structured flow, so the quality and completeness of each resolution stays consistent even as team composition changes.
Agentic Assistance solution areas
Explore use cases in which the Agentic Assistant lets you process more work, with
higher accuracy.
higher accuracy.
Customer Inquiry & Resolution
Order, Quote & Contract Processing
Data Lookup & CRM Operations
Customer Inquiry & Resolution
Resolve customer issues faster and more consistently, from initial contact through to case closure. The Assistant guides associates through each investigation, step by step.
Use cases:
Issue & Complaint Handling
Change Request Management
Refund Issuing
Escalation Triage and Routing
Order, Quote & Contract Processing
Process orders, generate quotes, and handle contract changes accurately across every system involved. The Assistant ensures each transaction is complete before the record moves downstream.
Use cases:
Order Intake & Confirmation
Quote & Proposal Generation
Invoice Process Handling
Contract Changes
Data Lookup & CRM Operations
Give associates instant access to the information they need and keep customer records accurate and up to date. The Assistant handles the search, validation, and updates.
Use cases:
Unified Search
CRM Updates
Price & Data Lookup
Inventory & Capacity Checks
Join the world’s leading Ops teams optimizing further
Get a powerful assistant that allows you to boost productivity and unlock hidden efficiencies that would otherwise remain untapped.
Talk to a customer support operations expert
Matterway is an enterprise-grade, AI-native intelligent assistance platform that simplifies complex employee workflows for large organizations and BPOs. Combining AI agents, automation, UX, and human-in-the-loop capabilities, it helps amplify human potential at scale. Acquired by Cognizant (Nasdaq: CTSH) in October 2025.
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