We run Serene Resolve on our own support first
Before it answers anyone else’s customers, the agent works our own tickets, in shadow, graded.
The direction for Serene Resolve was set plainly: prove it on our own site first. If we can build it for our own support, we can build it for others.
A pilot built into the product
Running a pilot is a feature, not a side arrangement. An account marked as a pilot starts every brand in shadow, so the agent drafts beside the team and sends nothing until someone decides otherwise. Our own account is pilot number one.
One screen for the whole pilot
The pilot screen shows how many real tickets came in, what the agent drafted, how each draft was graded, what a person actually sent, where the agent would have handed over, and how tickets were resolved.
Every draft graded as a miss becomes a test the agent has to pass in future, so the pilot keeps teaching the product.