Ten thousand emails landed today. Routing, tagging and template-suggestion got rebranded as intelligence. Your team still reads, decides and types every important one. Ours actually reads what your customer means, decides what should happen next, and closes the loop on its own.
The angry customer and the curious customer both wrote the word “issue”, and both got the same template. CSAT held up because the customers who got annoyed never filled the survey. They just left, politely.
Your ops dashboard counted that as a 9-second First Response Time. Beautiful. The complaint reaches the Banking Ombudsman before lunch. The first your senior leadership hears of it is a regulator letter. The regulator-shaped email is not a service ticket, it is a future audit. Your stack cannot tell them apart because they look identical at the surface. The reading happens at the surface. The decision is made after the reading. That is the gap a reply layer is built to close.
An auto-acknowledgement sails out in nine seconds. The customer writes back. And back. And back. Three replies were just acknowledgements. The fourth was the answer. The dashboard counted four interactions and called itself busy.
Your AI did exactly what it was sold to do. The marketing was the part that lied.
UNFYD.RESPOND is proudly in production today, on real volume, across verticals. We verify, read, decide and execute on time, accurately and automatically. Your team handles the 30 per cent where humans are needed. However unique your use-case may be, we adapt swiftly and confidently.
How come? Show Me A Glimpse.Personal details are masked at the inbound, before a single token reaches the model. The AI reads the intent. It does not read the person. Your DPO, your auditor and your customer all get the same answer: nothing private was exposed to make the reply possible.
The same complaint, written calmly and written in rage, gets two different replies. Because they are two different situations. Your sentiment analysis tool flagged both as ‘neutral’. We don’t.
When the same customer comes back on the same chain, RESPOND has read everything. Every promise. Every gap. Every unresolved point. The next reply reflects all of it, in the same paragraph the customer asked it in.
The fraud-shaped email is fast-tracked. The high-LTV customer is treated with care. The regulator mention is in front of a senior authority before it leaves your building. Not auto-reply or queue. The right person, in real time.
The email is answered. The downstream workflow is triggered. The case is closed. Not handed off, closed. Three problems in one email get three answers, in one reply, in the language the customer wrote in.
The customer told the bot, then your email, then the call centre, then their friends. We remember all of it on one record. Email knows what WhatsApp knows knows what Voice knows. The customer stops repeating themselves.
UNFYD® reads every inbound across the telecom operator’s service stack. Billing disputes, plan-change requests, port-out hints, network-experience complaints, TRAI/DoT mentions, enterprise-account renewals, retention emails written in increasingly polite English. Each becomes an understood intent, a routed action and a resolution, not a ticket. The pre-paid customer drifting out, the post-paid customer asking the same question for the third week, the enterprise account quietly threatening regulator escalation. None of them get the same template. A leading Indian telecom operator runs RESPOND across both its consumer-care and enterprise-care LOBs, on the live inbound queue, every working day.
Every inbound from every channel, email, WhatsApp, voice transcript, social DM, web form and scanned letter, feeds one comprehension layer. Intent is read once. The right action runs once. PII is masked at entry, by default. The auditor finds this section reassuringly boring.
English plus eleven Indian languages on the same model, on the same inbound queue. No separate model per language. No quarterly re-training when a regional volume spikes. The customer who writes in Marathi gets the same comprehension as the one who writes in English.
Every reply RESPOND sends carries the byte-level lineage of which signal triggered it, which model decided it and which policy approved it. Compliance opens the case file and finds the answer already in it. The Ombudsman query closes the same week.
The model adapts as your product catalogue, policy text and tariff structure change. No ‘model version two’ project every quarter. No vendor cycle waiting on a fresh training run. The reply layer keeps pace with the product layer.
Personally identifiable information is masked at the point of inbound, before it touches a model, an agent or a log. DPDP, GDPR and PDPA aligned automatically. Your DPO signs the report without redlines, your auditor finds nothing to flag.
PII masked at the point of entry. Default behaviour, not a compliance project. Your auditor finds this section reassuringly boring.
Multi-tenant or dedicated hosting, auto-scaling and a 99.9% SLA. The fast path when time-to-value matters most.
Full deployment inside your own data centre. Complete data sovereignty, no third-party cloud dependency. The deployment regulators sign off without a redline.
Processing and storage split across an on-premise core and cloud edge, for mixed compliance needs across business units.
Granular RBAC across users, teams, channels and campaign types, with full audit logging.
Architecture aligned to the frameworks regulated enterprises are measured against.
Data held within specified geographic boundaries for GDPR, PDPA and RBI requirements.
Enterprise identity across every UNFYD module via your existing directory.
AES-256 at rest, TLS 1.3 in transit, end-to-end encrypted campaign payloads.
Active-passive DR with automated failover and an RPO under four hours across all modes.