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Support

From the message queueto the reply that resolves.

A single inbox for every channel, with agents that query your systems and complete the task, not just reply.

Retail and services with high conversation volume

A support agent talking on a headset in an operations floor
The starting point

The shift closes at six. The messages don’t.

An ordinary Tuesday

  • 17:58Has my order shipped?answered
  • 18:00 · support closes
  • 18:04Do you have size 8 left?unanswered
  • 19:22What’s my balance?unanswered
  • 21:47This is the third time I write.unanswered
  • 23:10Is anyone there?unanswered

+0 waiting for someone to open tomorrow

None of those questions needed judgment: they needed someone awake. The next morning the team opened with yesterday’s queue on top of today’s, and the repetitive ate the shift before noon.

How it runs

From the incoming message to the resolved case.

  1. 01One message, one inbox

    Every channel lands in the same inbox.

  2. 02Intent, not keywords

    It reads intent, not keywords.

  3. 03Query and resolve

    It queries your database and completes the task.

  4. 04Hands off with context

    It hands off the whole thread, not a ticket.

  5. 05Everything gets measured

    Volume, resolution and reason for each escalation.

What it uses from Shimli

The pieces that make this case work.

Omnichannel CRM

WhatsApp, Instagram, web, SMS and email in one inbox, with history always in view.

  • How it was used here
  • All five channels land in the same inbox, in the same queue.
  • If the customer wrote before, the conversation continues the same thread.
  • The team stopped switching apps to reply.
Inbox · Open
MGMaría G.
Hi, I'm interested in an item.Sure. Which one?A bed and a wardrobe.You have credit available, I'll connect an advisor.

AI agents

They resolve the full query by consulting your systems, instead of replying from a script.

  • How it was used here
  • They check the real order or balance status before replying.
  • They complete the task: date change, reshipment, data update.
  • When a case needs judgment, they hand off with the whole conversation.
Support · StoreAgent · actionslive
buscarPedidoDatabaseFind the order by number or phone
estadoEnvioDataCheck the real shipping status
verInventarioDatabaseCheck stock by size and store
cambiarFechaActionReschedule delivery with the customer
derivarHumanoLogicEscalate with the full conversation
Code InterpreterWeb Search

Analytics

What gets asked, what resolves on its own and where the team is genuinely needed.

  • How it was used here
  • What gets asked most, by channel and by hour of day.
  • What share the agent resolves without human intervention.
  • The reason behind each escalation, to tune what it doesn’t cover yet.
Total Leads1,208
Conversaciones1,232
Avg reply48m
Conversations vs messages

AI voice

For the customer who'd rather call, with the same information and the same record.

  • How it was used here
  • For whoever calls instead of writing, without repeating their case.
  • Same information and same rules as in chat.
  • The call stays in the same case, not in a separate system.
AI call · in progress01:24
Customer · Collections+504 ···· Voice
AgentA reminder of your $1,250 payment. Want to defer it?
CustomerYes, in two installments please.
The outcome

What changes in the operation.

01A single inbox

The team stops jumping between apps and losing conversations in the channel nobody checked.

02The repetitive stops eating the shift

Status, balance and hours queries resolve themselves at any hour.

03Nobody repeats their story

When it escalates to a person, that person already has the full context of the conversation.

This case describes how the agent operates on the process. Result figures are defined with you during discovery, against your own indicators.

The other three processes

The agent runs the same way on every one of them.

CollectionsFrom cold receivables to confirmed payment.See the case CreditFrom the incomplete file to a decision with everything in view.See the case OperationsFrom the WhatsApp order to the invoice issued.See the case
Common objections

What teams usually ask before getting started.

Straight answers to the most common questions from credit, collections and technology teams.

Shimli isn't a chatbot. It's a platform to build AI agents that understand context, analyze information, execute tasks in your systems and escalate to a human when needed. A chatbot replies; an agent resolves.
The agent never decides out of bounds. It operates under policies, rules and guardrails defined by your institution, and the final decision can still be human. You define what it can and cannot do.
No. You can start with a controlled pilot and connect progressively via APIs. Shimli doesn't require replacing your current systems, it integrates on top of what you already have.
The next step

Let's build this same case
on your operation.

We review your support process, identify where the agent fits and define with you the indicators we're going to move. No commitment, nothing to install.

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