ZANUS AI FOR CUSTOMER SERVICE — PLAYBOOKS & SLAS

The escalation matrix, alive.

Playbooks only work when the agent on the hard call can find them — the current version at that. In Zanus, your escalation matrix, SLA tiers and incident playbooks are living documents: answerable in chat, attached to work, priority-ordered so the latest version always wins.

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

Support work types with their default playbooks

Work types carry their playbooks: the escalation review reads from the current matrix, by construction.

What it does

One source of truth

Escalation matrix, refund authority levels, SLA definitions, the incident-response playbook, the tone guide: one library, current versions on top, superseded drafts outranked.

Answerable mid-call

“Can I authorize a refund over 500 without a lead?” — answered in seconds with the policy attached, while the customer is still on the line.

Attached to the work itself

The AI drafting an outage notice reads from the incident playbook; the escalation digest reads from the matrix — by construction, not by memory.

Incident day, rehearsed on the calendar

Quarterly reviews of the incident playbook, SLA-expiry checks on legacy accounts, policy-update summaries for the floor: assigned once as recurring AI works, executed on schedule — so the day the status page goes red, the playbook is current.

Recurring review works with deadlines
Update summaries drafted for team briefings
Every review on the audit record

Playbook reviews scheduled on the team calendar

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

How do policy updates reach the floor?

Upload the new version, set it on top: from that moment every agent answer and every AI draft cites the new policy. Old versions stay archived for audit.

The escalation matrix, alive.

What it does

Incident day, rehearsed on the calendar

Questions, answered

See it working on YOUR queue — the demo IS the product.