ZANUS AI FOR CUSTOMER SERVICE — BACK OFFICE

Your agents know the answer exists.
Now they can find it mid-call.

The answer is in the knowledge base, the macro library or the release notes — somewhere. The Zanus back office makes it one question away, with the source cited, while the customer is still on the line — and reads the whole queue for the patterns no single agent can see.

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Private tenant or your own server · unlimited agent users · no per-seat pricing, ever

AI work session analyzing the ticket queue

A real session: weekly ticket-trend review — patterns found, sources cited, team lead decides.

What it does

Mid-call answers, cited

“Does the education discount stack with the annual plan?” — asked by the agent in a private chat, answered from the pricing policy with the document attached, before the customer finishes the sentence.

The queue, read as a whole

Scheduled AI reviews read the week’s tickets for what no one agent sees: the spike after Tuesday’s release, the confusing invoice line, the KB article everyone searches for and nobody finds.

Sign-off stays human

Every AI-drafted reply, macro update and trend report lands in Output awaiting review. Your team lead decides what goes out and what goes live.

Draft replies that start at 90 percent

For the tickets that need a human, the AI drafts the reply first: grounded in the customer’s history and the relevant policy, in your support voice, with sources attached. The agent edits and sends — handling time drops without the quality dropping.

Drafts grounded in ticket history and policy
Your tone guide applied automatically
Agent reviews and sends — always

AI-drafted replies grounded in the knowledge base

Customer records molded to support vocabulary

The customer record that answers back

The CRM molds to support vocabulary: plans, entitlements, escalation history, promised follow-ups. Ask “what did we promise this account last quarter?” and get the answer with the tickets cited — before the renewal call, not after.

Customer history searchable in plain language
Sentiment analysis flags at-risk accounts early
Follow-ups tracked so promises get kept

Contact-center software bills per agent per month and now adds an AI meter on top — every new hire, every busy season, every automated answer raises the invoice before it resolves a single ticket. Zanus AI: 24/7 tier-1 coverage AND agent assist with cited answers, unlimited agent users at one flat price — in your private isolated tenant or on your own server.

Questions, answered

Does this replace our helpdesk?

No — your helpdesk stays the system of record for tickets. Zanus is the system of work: it answers, drafts, reviews and reports. Bring your helpdesk to the demo and we map it.

Can the AI close tickets on its own?

Only in the categories you designate. Everything else is drafted for an agent’s review — the human sends, the system remembers.

The Back Office executes. Who answers the phone?

Front Office AI picks up every call and chat — books, quotes, follows up, 24/7 in 40 languages. Watch it run a business like yours, live.

Front Office live demos →Front Office for Customer Service