AI Customer Service With a Manager in the Loop
Relay answers every call from your existing customers, works out what they need and handles the routine requests itself. Anything that needs a decision goes to your manager with a clear summary, and Relay calls the customer back with the answer.
- Status updates, claims, billing and complaints, 24/7
- Managers decide from a summary, not a hold queue
- Every outcome confirmed with the customer and logged
Most Calls Need an Answer. Some Need a Decision.
Existing customers call all day. Where is my order? What’s happening with my claim? Why was I charged twice? Your technician didn’t show up. Every call pulls someone away from their work, and the ones that need a manager turn into hold music, internal messages and a callback that too often slips.
Relay answers every one of those calls. It works out what the customer needs, resolves the routine requests on the spot and brings the rest to the right manager with a clear summary. When the manager decides, Relay goes back to the customer, explains the outcome and records everything in the CRM.
How Relay Closes the Loop on Every Request
Relay does the talking, the note-taking and the follow-up. Your manager only does the deciding.
Relay resolves on its own
Routine requests are answered on the first call, using your knowledge base, customer records and the rules you set.
Relay brings to a manager
Anything outside your rules is summarized and sent to the right person, with a suggested next step and the full conversation attached.
Your Manager Makes the Call. Relay Makes the Calls.
When a request needs a decision, Relay sends your manager a short summary by text, email or in the Relay app, with the customer’s history and a suggested next step. The manager replies in plain language, like “approve it and make the credit $25”, and Relay takes it from there.
- A clear summary with the full conversation attached
- Reply by text, email or the Relay app
- Relay confirms with the customer and logs the result
- Order
- 48213 · 6 days late
- Customer
- 4 years · 11 orders
- Mood
- Frustrated, polite
- Suggested
- Express replacement + $20 credit
Happy or Not, Every Customer Gets a Clear Answer
Relay doesn’t just deliver the decision. It listens to how the customer responds and takes the right next step.
Confirmed, closed and logged
- Relay confirms the outcome and any next steps
- Written confirmation goes out by text or email
- The case is closed and the CRM record updated
- An optional satisfaction check a few days later
Escalated with the full story
- Relay acknowledges it and asks what would make it right
- The manager gets the update and the customer’s request
- A personal callback is arranged when it’s needed
- Nobody has to repeat their story
Give Your Team Its Time and Energy Back
Relay handles the repetitive conversations so your people can focus on the customers who need them.
Fewer interruptions
Routine status, billing and policy calls stop pulling people away from the work in front of them.
Faster decisions
Managers get a clear summary and a suggested next step instead of a voicemail, a sticky note or a hallway conversation.
No more phone tag
Relay calls the customer back as soon as there’s an answer, at any hour, and keeps the case open until it’s resolved.
A record of every case
Every call, decision and outcome is summarized in the CRM, so anyone on the team can pick up where things left off.
Talk to a Relay Agent Right Now
Rachel is a live Relay agent. Ask her anything, or play the part of one of your customers and see how she listens, asks the right questions and moves toward a resolution.
- Natural, real-time conversation
- Your questions, rules and handoffs
- Every conversation summarized in the CRM
Customer Service FAQs
Want to see Relay handle your own customer calls, escalation rules and callbacks? We’ll walk through it with your team.
What kinds of customer service calls can Relay handle?
Order and job status updates, claims intake, billing questions, complaints, returns and refunds, rescheduling, account changes and general questions. You decide which requests Relay resolves on its own and which go to a person.
How does Relay know when to involve a manager?
You set the rules. Refund or credit amounts, claim types, customer tier, keywords, how upset the customer is or a direct request to speak to someone can all trigger an escalation. Anything outside your rules is summarized and sent to the right manager.
How does the manager give Relay a decision?
By replying to the text or email Relay sends, or in the Relay app. Managers can write in plain language, such as “approve the replacement and add a $25 credit”, and Relay follows up with the customer.
What happens if the customer still isn’t happy?
Relay acknowledges it, captures what the customer is asking for and escalates again with the full conversation, or arranges a callback from a person. The case stays open until it’s resolved.
Can Relay look up orders, claims or account details?
Relay works from your knowledge base, your Relay CRM records and the systems you connect through integrations. We’ll map what’s possible with your setup during the demo.
Explore Other Use Cases
Give Your Customers Answers, Not Hold Music
See how Relay answers your customer calls, brings decisions to your managers and closes the loop, with every case logged in one CRM.