Action-executing customer-support agent telemetry

Name: Action-executing customer-support agent telemetry: multi-channel conversations (web, WhatsApp, Instagram, Facebook, SMS, email) in which agents autonomously resolve 60-80% of tickets by performing real system actions — order changes, refunds, inventory operations, ticket operations — with intent reasoning, next-best-action generation, goal-driven planning, and full handoff packages (history + sentiment) on human transfer, integrated with Zendesk/Salesforce/Shopify/Freshdesk.
Creator: Certainly

CERTAINLYManage supplier listing

Action-executing customer-support agent telemetry: multi-channel conversations (web, WhatsApp, Instagram, Facebook, SMS, email) in which agents autonomously resolve 60-80% of tickets by performing real system actions — order changes, refunds, inventory operations, ticket operations — with intent reasoning, next-best-action generation, goal-driven planning, and full handoff packages (history + sentiment) on human transfer, integrated with Zendesk/Salesforce/Shopify/Freshdesk.

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Sample

Brickroad customers

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Coverage

Universe, instruments and categories.

Industry: Application Software
Instruments: equities
Categories: AlternativeSentiment

Dataset card

Type: not stated
Format: Text (multilingual chat/conversation transcripts across channels) + Tabular (action-execution records, intents, outcomes, handoff events, sentiment scores)
Volume: Est. 10^5-10^7 conversation records with action-outcome pairs accumulated since launch — each conversation multiplies into several executed-action records where the agent resolved autonomously
Users: N/A as consumer metric — B2B agent platform; est. tens to low hundreds of merchant/agency/BPO tenants (17-person Seed-funded company, ~$4.8M raised)
History: 3 years
Update frequency: not stated
Growth: Active — seed-stage company (Copenhagen) selling rapid-deployment agents ('live in days, no staging') with a broad integration list being marketed; 17 employees and growing GTM into agencies/BPOs
Launched: ~2023-2024 (company record created early 2024; the product is a post-LLM agent platform — launch follows the ChatGPT-era support-AI wave; seed raise completed by 2024)
Delivery: not stated
Entity mapping: not stated
Sample: not stated
Point-in-time: not stated
Licence: not stated

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