Assemble a live customer case view.
S/Runtime pulls only the allowed account, policy, order, contract, and history needed for the current case.
- Least privilege
- Case context
- Source citations
Customer intelligence
Resolve customer cases using only the account context permitted for the current user.
Unify account, order, policy, support, contract, usage, and billing context so customer teams and agents can act faster without exposing sensitive data.
CRM
Support
Billing
Orders
Contracts
Product usage
01 / Workflow
See the run, the handoffs, and the human gates.
Three visible stages replace a chain of hidden prompts and disconnected system actions.
Guide the next best action.
Agents propose answers, credits, escalations, renewals, or handoffs based on policy and business context.
- Policy match
- Risk flags
- Approval requirements
Write back with evidence.
Approved actions update source systems and preserve why the decision was made.
- CRM logging
- Audit trail
- Outcome capture
02 / ROI model
Set a measurable target before the pilot.
Illustrative 30-day planning ranges, updated September 6, 2026. Validate each target against your own baseline.
15-30%
Lower handle time
Compare minutes per resolved case.
10-20%
Higher first-contact resolution
Track cases closed without reopening.
20-35%
Fewer escalations
Measure supervisor handoffs by case type.
Planning targets are illustrative, not guaranteed outcomes or published customer results.
Omnichannel retail
Planning example, not a customer testimonial or endorsement.
Agents open each case with the order, policy, account history, and permitted next actions already assembled. Supervisors review exceptions instead of rebuilding context.
How it helpedFaster resolutions, fewer escalations, and more consistent case notes across channels.
04 / Controls
Keep consequential action inside the review boundary.
Permissions, sensitive-data rules, tool scope, and approvals are checked before action.
- Consumer privacy and regional data-use policies
- Customer information safeguards for financial workflows
- PHI handling for healthcare support workflows
- Payment data exclusion for commerce and telecom
- Case-level audit trails and supervisor review
Architecture session
Bring one consequential workflow. Leave with a governed agent blueprint.
We will map the context, systems, decisions, controls, actions, and success measures together.