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HeuriTel
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A care agent on a headset speaking with a customer.

Resolve more contacts at first touch, with the agent in control and every action evidenced.

Repeat contacts, long handling times, inconsistent resolutions, and no defensible record of why an agent did what they did.

Demonstration availableLevel 2 of 5 — A journey runs end to end on sample data, including its refusal and failure states. Bought by Customer Care and Service Operations. Nothing here has run against an operator system.

Open the demonstration

A care agent on a headset. The cases, articles and credits here are the sample's; no case was closed and no credit applied.

Public nowAnyone can do this from this page, without signing in, and the page keeps no record of it. This page, its sample workbook and the sample's review need no sign-in; the steps below say which need more.

The sample, computed

7 cases: 4 resolvable from approved knowledge, 2 to escalate, 1 in categories no article covers; 3 repeat contacts within seven days; 150 KES credited above ceilings.

HeuriTel default synthetic sample — Kenya, in KES, Kiswahili; sample care-resolution-cases-sample v1. Synthetic rows invented by HeuriTel, sized for Kenya in KES. Not an operator's figures; nobody here is real. Configure a market to see the same sample recomputed for it. Configure a market and this page, the workbook and the review recompute for it.

  • 7 cases — Casesrows on the Cases sheet
  • 4 cases — Resolvable from knowledgean approved article covers the category and the remedy is within its bounds
  • 2 cases — To escalatesupervisor required, amount above ceiling, or no article
  • 42.9 % — First-contact resolutioncases in state resolved over all cases
  • 3 cases — Repeat within 7 daysprevious case ≤ 7 days ago
  • 470 KES — Credit recommendeddisputed amount bounded by the article's ceiling

Approve the 4 recommendations within bounds; escalate 2; add an article for ROAMING_BILL; review 1 credit(s) above ceiling. If nobody acts: Agents resolve from memory; credits are given without a ceiling and closures without a recorded reason. No credit was applied. No case was closed or escalated in the ticketing system. No customer was contacted.

From this page to live operation

10 steps: 3 public now, 1 after sign-in, 3 in an entitled workspace, 1 a request form, 1 needing an authorised sandbox, 1 not implemented.

Each step says who can take it today. A route existing is not the same as an action being available: the state beside each step is decided by the same rules that refuse a request.

  1. 01 · What you can buyPublic nowResolve more contacts at first touch, with the agent in control and every action evidenced.All ten offers
  2. 03 · The sample, as a workbookPublic now3 data sheets, a manifest and the generated guide, dictionary, validation lists and expected outputs — downloadable without signing in, in the sample's market and currency.Download the sample workbook
  3. 04 · Validation, on the samplePublic nowcases, knowledge and remedies as three sheets: every case names a category the knowledge sheet covers; every remedy names a case and a permitted remedy with a value bound; an agent decision is present or the case is open. The public review checks a returned workbook against the sample it was issued from, answers with the result before and after, and stores nothing.POST /api/sample/care-resolution-cases/review
  4. 05 · Acceptance and the stored simulationEntitled workspaceYour organisation's own workbook, reviewed, accepted as an immutable version with its original retained, and the engine's result stored whole — never recomputed on reopening.Open the workbench
  5. 06 · Decision and approvalEntitled workspaceA second person decides the recommendation; the maker cannot. Approval applies to a simulated recommendation.The approvals queue
  6. 07 · EvidenceEntitled workspacerecommended resolution per case with the knowledge it cites; agent approval or escalation; closure and repeat-contact measurement; run register export. The register export, the retained original, the run history, the dry-run plan and the pilot package are downloadable from the workbench.Evidence on the workbench
  7. 08 · A controlled pilotPilot request availableThe request form is available here; the pilot is scoped in writing before anything runs on your systems: a knowledge base the operator approves; a remedy policy with value bounds signed by Finance. No pilot has been requested or agreed, and none is demonstrated.Request a controlled pilot
  8. 09 · Execution against your sandboxRequires an authorised sandboxThe dry-run plan names every connector call an approved decision would make across CRM, ticketing, billing, knowledge base, telephony or chat; nothing is called and no receipt exists, because no authorised sandbox is registered.
  9. 10 · Live operationNot implementedUnder a separate production authorisation, with outcomes reconciled against your own records: closures against the ticketing system; credits against billing. Not built; no connector exists.
Public now
Anyone can do this from this page, without signing in, and the page keeps no record of it.
A verified sign-in sees it on sample data; it reads nothing private and stores nothing.
Entitled workspace
A member of an organisation that holds the owning product and has the journey configured; the role decides which actions.
Pilot request available
The request form is available. A pilot is scoped in writing afterwards; the pilot itself is not demonstrated.
Requires an authorised sandbox
Needs an authorised operator sandbox, which no organisation has registered. The permission that would reach one is refused to everyone.
Requires production authorisation
Needs a production authorisation from the operator and a connected operator system. No such authorisation exists.
Not implemented
No code performs this.
On demand

The contract, the data, the pilot and the products beneath.

Four things a technical or commercial evaluation asks for, each in the same terms as the other nine offers.

The offer in twelve lines
The offer, in twelve lines

The offer in the same terms as the other nine.

Read from the offer contract and the engine's own run; the same twelve fields on every offer page.

Commercial offer
Customer-care AI Resolution Assistant
Buyer
Customer Care and Service Operations
Problem
Repeat contacts, long handling times, inconsistent resolutions, and no defensible record of why an agent did what they did.
Outcome a pilot would count
First-contact resolution, and repeat contacts within seven days.
Current availability
Demonstration available — level 2 of 5: A journey runs end to end on sample data, including its refusal and failure states. Of 10 steps, 3 are public now, 3 need an entitled workspace, 2 need what does not exist yet. Public now Entitled workspace Not implemented
Public sample
HeuriTel default synthetic sample: Kenya, in KES and Kiswahili (sample care-resolution-cases-sample v1). Download the workbook. Synthetic rows invented by HeuriTel, sized for Kenya in KES. Not an operator's figures; nobody here is real. Configure a market to see the same sample recomputed for it.
Data requirements
Knowledge (article_id, category, resolution, remedy, remedy_ceiling, needs_supervisor); Cases (case_id, subscriber_ref, category, opened_on, tenure_months, previous_case_days, disputed_amount, state); Agent_Decisions (case_id, decision, remedy_given, credit_given, decided_on). cases, knowledge and remedies as three sheets: every case names a category the knowledge sheet covers; every remedy names a case and a permitted remedy with a value bound; an agent decision is present or the case is open. A subject column holds your own pseudonymous reference; a phone number, IMSI, IMEI or account number in it is refused and never echoed back.
Executable result
Engine case-resolution v1, on the public sample: 7 cases: 4 resolvable from approved knowledge, 2 to escalate, 1 in categories no article covers; 3 repeat contacts within seven days; 150 KES credited above ceilings. 9 measures with their basis, 2 sections, 3 exceptions with owners. Recommendation: Approve the 4 recommendations within bounds; escalate 2; add an article for ROAMING_BILL; review 1 credit(s) above ceiling. If nobody acts: Agents resolve from memory; credits are given without a ceiling and closures without a recorded reason. Simulated; nothing ran against an operator system.
Approval model
Maker-checker: the person who accepted the data or requested the run cannot decide its recommendation; a client administrator does. Approval applies to a simulated recommendation.
Evidence
recommended resolution per case with the knowledge it cites; agent approval or escalation; closure and repeat-contact measurement; run register export; the retained original with its inspection verdict; the run history; the per-record dry-run plan; the pilot package.
Pilot requirements
a knowledge base the operator approves; a remedy policy with value bounds signed by Finance. None is evidenced; no pilot is requested or agreed.
Live requirements
Connected under a separate authorisation: CRM, ticketing, billing, knowledge base, telephony or chat — none connected; reconciled before any outcome is claimed: closures against the ticketing system; credits against billing. Not built.

Beneath the offer: Customer Care and Service Resolution Intelligence, Decisioning and Next Best Action, Revenue, Risk and Assurance, AI and Governance, AI Assurance, Governance and Handover, Contact Centre & Customer Care.

Your data — 3 sheets, checked before anything is read
Your data

3 sheets, checked before anything is read from them.

cases, knowledge and remedies as three sheets: every case names a category the knowledge sheet covers; every remedy names a case and a permitted remedy with a value bound; an agent decision is present or the case is open. A subject column holds your own pseudonymous reference; a phone number, IMSI, IMEI or account number in it is refused and never echoed back.

  • Knowledgethe approved articles: what each category's resolution is, which remedy it permits and up to what value. Columns: article_id, category, resolution, remedy, remedy_ceiling, needs_supervisor.
  • Casescontacts as they arrived: the category, the customer's context, the disputed amount, the state. Columns: case_id, subscriber_ref, category, opened_on, tenure_months, previous_case_days, disputed_amount, state.
  • Agent_Decisionswhat the agent did with the recommendation, and any remedy actually given. Columns: case_id, decision, remedy_given, credit_given, decided_on.
A pilot’s measure and prerequisites — 7 things that would have to be true
What a pilot would count, and needs

First-contact resolution, and repeat contacts within seven days.

Nothing is counted until it is reconciled against your own records: closures against the ticketing system; credits against billing.

  • a knowledge base the operator approves
  • a remedy policy with value bounds signed by Finance
  • Connected under authorisation: CRM. Not connected today.
  • Connected under authorisation: ticketing. Not connected today.
  • Connected under authorisation: billing. Not connected today.
  • Connected under authorisation: knowledge base. Not connected today.
  • Connected under authorisation: telephony or chat. Not connected today.
Built on 5 governed products and 2 catalogue streams
What it draws on

5 governed products and 2 catalogue streams.

The offer is a commercial view onto the same platform every other offer runs on. Its workbench opens with Customer Care and Service Resolution Intelligence.