Agent · Handle enquiries
AI agents hold conversations, use approved knowledge and trigger agreed actions in connected systems. Human handovers include the necessary context.
Dialog
One contact. One workflow.
Four connected AI modules.
Agent, Assist, Analyze and Coach combine automation, support and continuous improvement. Glinsen Dialog connects service and sales across channels and systems, with clear responsibilities for AI and people.
Area: Skyclar CX
Capabilities
Four modules. One connected customer journey.
Glinsen Dialog connects automated handling with human expertise and continuous improvement. Each module takes on a defined role in service or sales.
Assist · Support people
Make knowledge accessible during conversations, prepare replies, translate and summarise. Staff remain responsible for the contacts they handle.
Analyze · Find patterns
Analyse authorised interactions by topic, contact reason and quality criteria. Turn recurring questions and process gaps into improvement opportunities.
Coach · Build skills
Practise conversations, simulate roles and use structured feedback. Align coaching with your offer, guides and team capabilities.
Channels, knowledge and systems
Connect phone, chat, email and messaging for the use case. Integrate knowledge sources, CRM, service systems and other tools through suitable interfaces.
Working together
Clear on the goal.
Specific about the next step.
- 01
Define the task
Agree contact reasons, objectives and responsibilities.
- 02
Connect knowledge and systems
Prepare content and connect required actions.
- 03
Review together
Test quality, limits and handovers in a pilot.
- 04
Improve and expand
Use analysis and coaching to guide improvement.
The solution follows the complete operating workflow: contact, handling, handover and quality. Your use case determines suitable modules, channels and actions.
IN PRACTICE
Putting the solution
into practice.
A relevant use case for Glinsen Dialog.
Glinsen DialogIllustrative use case
Customer service · AI and people
Move a customer request forward.
- The challenge
- Recurring enquiries occupy the service team. Customers repeat their request whenever a conversation changes channel or moves to another team member.
- The approach
- An AI agent captures the request, uses approved knowledge and performs permitted system actions. Assist supports staff, while complex cases are transferred with context.
- The intended outcome
- A connected service workflow that preserves information and makes ownership of the next step clear.
PLANNING YOUR PROJECT
Is this right
for your project?
What do you need to achieve, what is already in place and what output does your team need? These questions define a useful starting point.
Four modules with distinct jobs
Agent handles agreed requests, Assist supports staff, Analyze evaluates authorised interactions and Coach supports practice and development. The modules do not need to be introduced together. Assist may be a suitable starting point for a team with sound processes but hard-to-access knowledge. An agent may fit recurring, well-defined requests. Analysis and coaching can complement quality work. The appropriate combination depends on contact reasons, the available knowledge base and which actions can be automated within the organisation’s permissions and operating procedures.
Keep the contact understandable at the next step
A transition between AI, staff and systems works only if the necessary context follows it. We define which information is captured, what makes a useful summary and where an unresolved case is continued. Knowledge needs to be current and authorised for the interaction. Actions in a CRM or other system require suitable interfaces and access rights. Unresolvable requests are considered before launch as well: the workflow must make clear when clarification, a callback or a transfer to a team is needed, rather than treating every conversation as completed.
Setup based on your service operation
Bring common contact reasons, scripts, relevant systems and examples of difficult cases. These become test scenarios for responses, actions and escalation. A pilot assesses subject-matter quality and usefulness for your team together. A large number of automated interactions is not sufficient on its own: requests need to be handled correctly without creating disproportionate follow-up work. Operating hours, languages, modules and support are agreed specifically. Extensions follow demonstrated needs and operational learning, with further checks whenever knowledge, permissions or connected workflows change.
The next step
Our first conversation establishes the scope of your project. You do not need a finished specification. A short description of the task, a preferred timeframe and the question currently holding you back are useful starting points. We can then decide whether an assessment, workshop, specific enquiry or pilot is appropriate. A proposal sets out the agreed scope, the input required from your team and the next steps. Decisions about extending the work are based on what we learn, keeping the initial engagement focused and understandable.
Good to know
The right questions.
A clear starting point.
Do we need all four modules?
No. We start with the modules that best serve your task and add others based on experience.
Can AI complete tasks as well?
Yes, where suitable interfaces, permissions and rules are in place. We define permitted actions and when a person should take over.
Which knowledge sources can be connected?
We review scripts, product information, knowledge bases and relevant systems. Content must be current, approved and suitable for the interaction. Interfaces and access permissions are clarified before setup.
How do Analyze and Coach work together?
Analyze helps assess authorised interactions against agreed criteria. Findings can inform training and feedback. Coach supports practice of relevant conversation scenarios. Data use and evaluation scope are agreed with your team.
What determines the cost?
Costs depend on the agreed assessment and setup, services or modules, interfaces and ongoing support. After clarifying your needs, we provide a proposal covering the specific scope and commercial terms.
How soon can we start?
Timing depends on scope, available information and required approvals. The first conversation defines a practical starting point. We then align preparation, the schedule and the input needed from your team.
Glinsen Dialog
What would you like
to move forward?
Tell us about your challenge. Together we will find the right starting point.
Discuss your project hello@skyclar.com