01
Start with a summary
OWI provides a summary when it hands a case to your team, giving the next person context.
Coordinated customer service
Give the next person the context.
Your team joins the conversation with a summary from OWI, leaves internal notes, and takes control when needed. Coordinate customer service from the same workspace.
Let’s talk about this solutionOWI / Teams
Original OWI SMART material · Demonstration data
See it in a conversation.
An example of OWI, your customer and your team working together.
Choose a moment in the conversation
OWI SMARTWhatsApp conversation
ILLUSTRATIVE EXAMPLE
Valentina
Good morning. I’ve been chatting here and would like to continue with an advisor.
OWI · AI agent
Good morning, Valentina! I’ll hand you over to the team with the context of your inquiry.
Perfect, so I don’t have to start all over again.
One continuous conversation.
Fictional conversation illustrating the workflow. Not a live chat or a customer screenshot.
BUILT FOR YOUR OPERATION
A clear handoff to continue the case.
02
Notes that stay within the team
Leave internal notes to coordinate with other agents. Customers cannot see these comments.
03
Take control when needed
Any agent can take control of the conversation to continue the service personally.
How it fits into
your working day.
A clearer way to organize work and keep context across every interaction.
01
Receive OWI’s handoff
When an inquiry requires a person, the AI agent hands over the case with a summary.
02
Coordinate through internal notes
Share comments with your team within the service workflow, without showing them to the customer.
03
Take control
A team member continues the conversation to give the case the human attention it needs.
BEFORE YOU START
What you want to know.
Let’s discuss how it applies to your business.
What comes with OWI’s handoff?
OWI hands over the case with a summary so the team has context when continuing the conversation.
Can customers see internal notes?
No. Internal notes help the team coordinate customer service and are not visible to the customer.
Who can take control of a conversation?
Any agent can take control when the conversation needs to continue with a person.
YOUR NEXT STEP