WorkCRAS
AI support agent that sorts customer emails, pulls the order from Shopify and drafts a reply that a person approves before it's sent.
CRAS is the approval dashboard for an AI customer-support agent. The AI does the legwork; a person presses send.
How it works
- Every inbound email is categorised and placed in a green, amber or red tier with a confidence score.
- The agent pulls the customer's order data from Shopify, such as payment status, fulfilment and carrier.
- The AI drafts a reply, and a team member approves, edits or rejects it before anything goes out.
- Every decision is logged in an audit trail.
The guardrail
Red-tier tickets, such as complaints, refunds and anything involving money, never get an AI draft. They are escalated straight to a human.
Measured
A metrics view tracks draft approval outcomes and the median time to a decision.
Next project
Operation SpartaInsights
Related reading.
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Human-in-the-loop AI: why our agents draft and people decide
Three AI products we built draft customer replies, Instagram posts and sales outreach. None of them sends anything without a person saying yes. Here is why, and how the approval step is designed.
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Scan it, don't type it: AI recognition for wine and trading card collections
Collectors hate data entry. In Corkprop and Cortinho a photo replaces the form: AI reads the wine label or the trading card and fills in the details. Here is how that works and where it needs a safety net.
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