Support Agent
Answers tickets with the customer's real order history, and escalates the moment it should.
Most support automation fails for one reason: the bot cannot see the order. It can quote the help article but it cannot tell the customer where their delivery is. The Trivena Support Agent is looking at the same database as your warehouse and your finance team, so it can.
Included on every plan. Switched on and scoped per department by an administrator in your own dashboard.
What it does.
Concrete work, not capabilities. This is what the agent is doing while your team gets on with something else.
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Answers with the order, not with an article
Where is my delivery, why was I charged twice, can I change the address, is this still under warranty. The agent looks up the actual order, the actual invoice and the actual shipment before it answers.
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Drafts the reply for an agent to approve
By default every response is a draft. Your team reads it, adjusts it, and sends. You can let it answer a narrow set of question types on its own once you trust it.
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Knows when to stop and hand over
Anger, legal language, a cancellation threat, an accessibility need, anything touching a refund above your threshold. It escalates with a summary rather than making the customer repeat themselves.
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Tells you what your product is doing wrong
It clusters the week's tickets by root cause and reports the pattern. Not sentiment. Causes, tied to the products and orders involved.
- Draft a reply to ticket 4821 with the current shipment status.
- What are the three biggest causes of tickets this month?
- Has this customer contacted us about this before?
- Which open tickets involve a customer with an overdue invoice?
What it will not do.
Limits are the useful part. An agent that could do anything would not be allowed anywhere near a ledger.
- Cannot issue a refund or credit note without approval
- Cannot see a customer record outside the scope of the ticket
- Escalates rather than guesses when the answer is not in your data
The applications it reads.
It can see these, through your permissions, and nothing else.
The rules that apply to this agent, and to all of them.
They remember nothing
An agent holds the conversation while you are having it and then lets go. Nothing you ask is stored as agent memory, added to a profile, or carried into tomorrow. The next question starts from your live data again, not from a summary of last week.
They read your business, not the internet
Every answer is assembled from the records in your own Site at the moment you ask. No scraped context, no vector store of your documents sitting somewhere else, no stale index quietly going out of date.
Your data never trains anything
Your records are not used to train, fine-tune or improve any model, ours or anyone else's. Trivena Technologies does not sell, share or aggregate customer data, and there is no product that would benefit from it.
They inherit your permissions exactly
An agent cannot see a single record the person asking cannot see. Ask about a salary you have no access to and the agent does not decline politely. It genuinely cannot read it.
