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Customer support with AI agents: from the message queue to 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 customer service team lead talking on a headset in a bright contact center
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

+214 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 behind automated support.

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.
Open
Search
LT
Lucía Torres11:47
Template sent
MR
Marco Ríosyesterday
Assigned to Daniel P.1
id: 100482
EN
Elena Navasyesterday
Assigned to Carla M.
id: 100119
BS
Bruno Salasyesterday
WhatsApp2
id: 100307
AM
Ana Medinayesterday
Done, we'll record the…
id: 100256
AM
Ana MedinaSpecial Assets · Credit card
Wednesday 13:53
Dear Ana, to keep a good credit history and avoid late interest, let's set a date for your payment.
I'll pay today
I can't pay today
I already paid
Tag "id: 100256" added by Carla M.

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.
Agents/Support · StoreActive

Tools5

  • buscarPedidoDatabaseFinds the order by number or phonein use
  • estadoEnvioDataChecks the real shipping statusin use
  • verInventarioDatabaseChecks stock by size and storein use
  • cambiarFechaActionReschedules delivery with the customerin use
  • derivarPersonaLogicHands the case over with the full conversationin use

Limits

CanCheck orders and shippingReschedule deliveriesCannotIssue refundsHands to a personIf the customer files a formal complaint

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.
ConversationsAreasAgentsCasesProcesses
Leads
11,033
↓ -61% vs previous
Conversations
11,048Total
2,397New
20Open
1,185Closed
Efficiency
5h 19mResponse
15h 10mClose
Conversations vs Messages
Daily volume over the period
Automation effectiveness
Tickets by attention type
AI / Auto
Human
Escalated

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.
Calls/Marco RíosLive01:24
  • 00:04AgentGood afternoon, am I speaking with Marco Ríos? I'm calling about the instalment due on the 28th.
  • 00:15CustomerYes. I don't get paid until the 15th, I can't cover it all now.
  • 00:27AgentI can register a commitment for the 15th. Does that date work?
  • 00:36CustomerWhat if I pay half today?

Live summary

Reason
Instalment 6 days overdue
Proposal
Half today, balance on the 15th
Next
Send payment link on WhatsApp
Hand to a person
The outcome

What changes in support operations.

A single inbox

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

The repetitive stops eating the shift

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

Nobody 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

What people ask before getting started.

Straight answers on what Shimli is, what it costs, what it integrates with and who is behind it.

Shimli is a platform to build and run AI agents inside a company's operation. An AI agent is a program that understands the context of a conversation, queries the institution’s systems, decides within the policies defined for it and carries the task through to the end. It is built by Sheilim LLC, headquartered in Miami.
A chatbot replies from a script: it recognizes an intent and returns text written in advance. An AI agent understands context, analyzes information, executes tasks in the institution’s systems and escalates to a person when needed. A chatbot replies; an agent resolves.
One plan at $139 a month with every feature on the platform: there are no editions or tiers. It includes 3 human seats and 1 admin, 1 Flow Builder, WhatsApp, Facebook, Instagram and web connection, and unlimited WhatsApp templates. Added separately: an extra instance at $59 a month, an extra Flow Builder at $19, an extra human seat at $9, and AI usage at $49 per 2,450 queries. You can create the account and get into the platform yourself.

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.

Design my support case