Overview
Improve support speed and consistency by automating high-volume, repeatable workflows. Red Shore Solutions helps you deploy practical automation across intake, routing, knowledge retrieval, and post-contact follow-up while preserving quality and governance.
Common Challenges We Solve
- Agents spend too much time on repetitive, low-complexity tasks.
- Routing logic is inconsistent, causing delays and avoidable escalations.
- Knowledge is fragmented, so answers vary by agent and shift.
- Automation projects stall due to unclear ownership and risk controls.
Scope of Service
- Workflow discovery and automation opportunity mapping.
- Automation design for triage, tagging, routing, and status updates.
- AI-assisted response support with policy and approval controls.
- Knowledge-base structuring for higher answer consistency.
- Exception handling and fallback paths for sensitive or complex cases.
- KPI framework for quality, deflection, and response-time impact.
How Delivery Works
- Assess current workflows and identify high-value automation candidates.
- Design controlled automations with governance and escalation paths.
- Pilot in selected queues with QA and compliance checkpoints.
- Expand deployment with performance monitoring and optimization loops.
Operating Model and Ownership
- Red Shore leads design, implementation, and operating model setup.
- Your team owns business rules, approvals, and long-term governance.
Expected Outcomes
- Faster first-response and lower queue handling friction.
- Reduced repetitive workload for frontline teams.
- More consistent interaction quality through guided workflows.
- Stronger visibility into where automation helps or needs tuning.
Ideal Fit
- Support organizations with recurring contact patterns and clear SLA targets.
- Teams looking to scale without linear headcount growth.
Frequently Asked Questions
Does this replace live agents?
No. We focus on agent-assisted and workflow automation that removes repetitive work so agents can spend more time on complex, high-value customer interactions.
How do you control AI quality and risk?
We implement policy constraints, approval gates where needed, exception routing, and QA review cycles to ensure automated outputs stay aligned to brand and compliance requirements.
Can automation be introduced gradually?
Yes. We use pilot-first deployment with targeted queues and measurable success criteria before broader rollout.
What systems can this integrate with?
We design around your current ecosystem (ticketing, CRM, knowledge base, and communication channels) and prioritize integrations that deliver the most operational impact first.