Reduce repetitive support work
Use approved business information to help handle routine customer questions.
All solutions
Athena Resolve
Resolve routine customer issues without the back-and-forth.
Athena Resolve is designed to use approved information, gather relevant details, and route complex cases to your team when a person is needed.
In development · Availability depends on your setup.
Is this the right fit?
Athena Resolve focuses on customer support. It is designed to help answer routine enquiries with approved information, collect details for a request, and give your team a clearer handoff when a case needs human attention. Supported actions depend on the tools and permissions available.
Who it is for
- E-commerce and order-support teams
- Service providers handling frequent status enquiries
- Hospitality businesses receiving recurring guest questions
- Property management and maintenance teams
- Subscription and membership businesses
- Small businesses without a dedicated full-time support desk
Where work gets stuck
- Routine questions consume the support team's time.
- Customers repeat their issue at every handoff.
- Important details are missing when tickets reach a specialist.
- Simple status enquiries compete with urgent requests.
- Customers are uncertain about what will happen next.
What Athena helps you do.
Provide more consistent responses
Use your approved information and rules to guide routine responses.
Help shorten the path to resolution
Gather relevant details and route the request when it needs a person or a supported action.
Keep people involved when needed
Make unresolved requests and clear handoffs easier for your team to review.
Illustrative workflow
How Athena Resolve could work.
- 01
A customer reaches out
They have a billing, service, delivery, or account question.
- 02
Athena identifies the request
It asks clarifying questions and consults your approved knowledge.
- 03
Athena checks what it can do
For supported systems and approved permissions, it may retrieve a status or carry out a permitted administrative step.
- 04
The request is resolved or escalated
If a decision, exception, refund, or identity verification is required, the correct person takes over.
- 05
The customer has a next step
The outcome, ticket reference, or handoff expectation is clearly communicated.
Available actions depend on your solution, integrations, account eligibility, permissions, and release stage.
Illustrative use cases
Where this can help.
Order-status enquiries
Customers repeatedly ask where an order is.
Athena's role: Retrieve status when an authorized order integration exists, explain the result, and route exceptions.
Outcome to review: Status requests handled without a manual lookup.Property maintenance
A tenant reports a broken appliance.
Athena's role: Capture location, symptoms, urgency, and access preferences, then submit the request to the maintenance team.
Outcome to review: Complete maintenance requests and response times.Membership support
A customer has questions about their plan or cancellation options.
Athena's role: Explain approved terms, gather the request, and hand off actions that require identity checks or authorization.
Outcome to review: Correctly answered enquiries and accurate handoffs.Know what happened next.
Agree on a baseline and review real outcomes as the workflow is tested. These are measures to track, not reported customer results.
- Approved self-service resolution rate: Eligible requests completed within approved workflows / eligible requests.
- Escalation rate: Requests sent to humans / eligible requests, interpreted alongside quality.
- First-response time: Time to first meaningful response.
- Case completeness: Escalated cases with required details / all escalations.
Before you get started.
Does Athena need our knowledge base?
It needs reliable business information, such as service policies, FAQs, and approved responses. The quality of these sources affects the quality of the experience.
Can it update a customer's account?
Only through an enabled integration and within the actions your organization explicitly approves.
Will customers know when they are speaking with an automated assistant?
The experience should make that clear and follow applicable transparency requirements.
What happens when Athena cannot resolve a request?
It should explain the next step and pass sufficient context to a human, rather than claim the issue has been resolved.
Support that doesn't leave the next step unanswered.
Show us the enquiries your team handles every day. We'll help identify where an approved Athena workflow might reduce the repetitive work.