CSR Agent — AI for the Inside Sales Desk | ViviScape

CSR Agent

Most of what an inside sales desk does all day is look up an answer that already exists in a system and retype it into a reply. The CSR Agent works that desk.

The Process

The work today, and the work after.

The work today

Three screens per answer

  • "Where is my order?" arrives by email, phone, and portal all day long
  • The rep opens the ERP, then the shipping system, then the tracking site
  • Availability questions mean checking stock, open POs, and lead times
  • Pricing questions mean digging out the contract or the last invoice
  • Change requests get written on a sticky note until someone can key them
  • Returns start as a back-and-forth about what was actually shipped
  • Nothing is answered between 5pm and 8am, so mornings start behind
What the agent does

The answer, from the system of record

  • Reads every inbound request across email, chat, and the customer portal
  • Identifies the account, the order, and what is actually being asked
  • Pulls live status, ship date, tracking, stock, and lead time
  • Quotes contract pricing from the price list, not from memory
  • Drafts and applies routine order changes back into the ERP
  • Opens return authorizations against the real shipment record
  • Responds in minutes, at 2am and on the Friday before a holiday
Layer 3 — ViviScape Connect

Which systems it touches

Keep the systems that work. The agent operates inside them through ViviScape Connect.

ERP orders & inventory CRM account history Email & Microsoft 365 Shipping & tracking Contract pricing Customer portal Sage / QuickBooks
Layer 2 — ViviScape Work

Where a human approves

Information moves freely. Commitments do not. Anything that changes what you owe a customer goes to a person.

Always routed to a person
  • Price concessions, discounts, or anything off contract
  • Expedites and promised dates the schedule does not already support
  • Credits, goodwill, and return approvals over your threshold
  • Cancellations on orders already in production or picked
  • Any account flagged sensitive, at risk, or on credit hold
What Work gives you
  • An approval queue carrying the customer thread and the proposed reply
  • Escalation to the right rep with the full history already attached
  • Audit history of every answer the agent gave and where it came from
  • Response-time and deflection reporting by account and request type
  • Knowledge grounding, so the agent quotes your policy and not the internet
What It Costs

No seats. No per-user pricing.

Implementation ~$15K one-time, all in
Managed operation $2K–$5K per month

Implementation covers process mapping, the Connect integrations, approval design, and tuning against your real request volume. Start with the $497 Manual Work Tax Diagnostic to size the recoverable hours first.

Start the $497 Diagnostic
What work disappears?

The lookup-and-retype loop.

  • Opening three systems to answer "where is my order?"
  • Hunting for a contract price that is already in the price list
  • Retyping stock and lead-time figures into an email
  • Keying routine order changes that a customer already spelled out
  • Reconstructing what shipped before an RMA can be opened
  • The Monday morning backlog of weekend requests

What stays human: the relationship. Your reps stop being a search interface and start handling the exceptions, the negotiations, and the accounts that need a call.

The Rest of the Workforce

Eight agents. Start with one.

Order Entry CSR Dispatch Scheduling Billing Document Customer Service Sales
Next Step

How many of today's emails needed a human?

The Manual Work Tax Diagnostic samples your actual request traffic, separates the lookups from the judgment calls, and prices the difference.

Book the $497 Diagnostic