Queue
AI-handled conversations, human replies, escalations, and reviews stay in the same operating queue.
- Every conversation type in one view
- Owner state and handoff pressure visible at a glance
- No tool-switching between AI and human work
HELP DESK
The platform where AI and humans work together.
Resolve more support work with AI while keeping humans in control of reviews, handoffs, and edge cases.
✓AI and human in one queue
✓Copilot drafts with source context
✓Unified routing rules
✓Full context on every handoff
✓Outcome-based pricing
Queue. Assist. Remember. Improve.
AI-handled and human conversations share the same queue, context, and controls — so nothing falls through.
Assist
The copilot brings order context, policies, and approved tools into the reply before a teammate sends it.
- Draft replies with policy and source context
- Approved tools and actions surfaced in-thread
- Final action stays under team control
Remember
Orders, outcomes, preferences, and prior saves travel with the next conversation.
- Customer memory persists across every channel
- Prior escalations and outcomes visible to AI and humans
- Context never re-entered manually
Improve
Resolution, handoff reason, quality, and follow-up write back into the system.
- Closed work becomes training signal
- Handoff reasons and quality scores recorded
- Weekly volume and resolution trends
View AI and human work in one queue.
See active conversations, owner state, customer context, and handoff pressure without switching tools.
Request for weekend or after-hours support
SchedulingAfter-hoursDisappointment
Jan 29, 8:15 AM
Danielle Green
Jan 29, 8:15 AM
Salut, les horaires ne me conviennent pas. Le trajet est long pour moi. Avez-vous des rendez-vous le week-end ou en dehors des heures d'ouverture ?
Applied Agent
Jan 29, 8:18 AM
Hi Danielle, we have two late Wednesday slots and one Saturday morning option available. Let me know which works best and I can confirm it for you.
Translated the French thread to English.
Loaded after-hours scheduling policy.
Checked late-evening and Saturday availability.
Resolved automatically after the reply was delivered.
Reply
This conversation was resolved automatically.
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Draft faster. Route smarter.
The copilot prepares context-verified drafts and unified routing rules land every conversation with the right owner.
ASSIST
Resolve faster with a copilot that checks the work.
Applied drafts the reply, verifies policy and source context, and leaves the final action under team control.
- ✓Draft with sources. Applied writes the reply and cites the policy or order behind every claim.
- ✓Verify before send. Policy checks and context confirmations happen before the teammate clicks send.
- ✓Team stays in control. Edit, discard, or approve — the final action always belongs to a person.
Reply
Hi Maya, I pulled up your order and can confirm the replacement shipped today with priority delivery. The tracking link is attached below and should update within the next hour.
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ROUTE
Powerful routing, unified for AI and humans.
Apply the same rules to automated work, handoffs, and team queues — so every conversation lands with the right owner and context.
- ✓Unified rules. One rule set routes AI-handled and human conversations without separate systems.
- ✓Smart assignment. Intent, risk, and subscriber tier decide owner and destination automatically.
- ✓Context attached. Every routed conversation carries reason, owner, and next step with it.
ROUTING LOGIC
Unified rules
1
Intent
is any of
WISMOOrder edits
Route to
Fulfillment
Owner
AI agent
2
Risk
contains
Refund > $250VIP subscriber
Route to
Retention
Owner
Human review
AI agent
Handles approved order edits
Human team
Reviews refunds and exceptions
Shared context
Keeps reason, owner, and next step attached
“With Applied Labs, our bot now outperforms human agents with 95% CSAT, and automation has increased by 31% in less than 90 days — all while cutting our platform costs in half.”
Caitlin LoganVP of Customer Service · FabFitFun
95%AI CSAT
+31%Automation in under 90 days
One platform. Four specialist agents.
The help desk runs your AI agents and human team together. The agent family handles support, saves customers, converts intent, and prevents the next ticket.
See how Applied would run your support queue.
Map your queues, routing rules, handoffs, and human review controls before launch.