Booking Agent
Appointment change
01:24
Customer
Connected to Booking Agent
An AI contact center with you in control.
TandemCX handles routine conversations across voice, messaging and web chat. Your team sets the rules and steps in when a customer needs a person.
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SSupport Agent
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BBooking Agent
Ready•••
OOrder Agent
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Support Agent
Ready to test
Knowledge
Connected
Voice
Ready
Escalation
Set
Your agent can now receive a call
Test agentWhy TandemCX
AI shouldn’t be all or nothing.
Traditional contact centers struggle to scale. Fully autonomous AI can leave customers without a way to reach a real person. TandemCX brings both together, letting AI handle conversations while your team stays in control of when and how to step in.
AI agents work with customers. Your team runs the show.
Booking changes, order updates and common support questions go to AI agents. Your people oversee the work and take over the exceptions.
Live call
Order Agent
Where is my order?
Customer: Do you have a delivery update?
Order Agent: I’ll check the delivery status for you.
Order foundIn transit · Thursday
Support Agent
Return policy exception
Customer: Can I return this after the return window?
Support Agent: This needs an exception to the return policy. I’m asking a supervisor to review it.
Review exceptionHuman supervisors
Live monitoring
2 handled by AI1 needs your team
Start with an agent built for the job.
Pick the customer work you want AI to handle first. Each agent has a clear role, and your team decides when it asks for help.
01 / 05
Support Agent
Answers common support questions and brings in your team when a customer needs a person.
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Mission control for your AI team
Your best human agents become supervisors
Live supervision
Director console
32 active conversations
31AI handling
1Needs assistance
Conversations
Live call · Support Agent
Customer requests a return policy exception
Customer
Can I return this after the return window?
Support Agent
This needs an exception to the return policy. I’m asking a supervisor to review it.
M
Live monitoring
Step in with full context
Decide what AI can do on its own.
Set the rules for each agent. Keep approval where you need it, and give agents more responsibility when you're ready.
Guided
Your agents follow your rules and ask for help when something falls outside them.
Choose what each agent can handle and when it should involve your team.
Support Agent
What this agent does in guided mode
Common questionsAI handles
Order statusAI handles
Account changesNotify team
Refund exceptionsPause + notify
Sign off requested
Keep approvals with your team.
When an agent reaches a decision that needs sign-off, it notifies your team in the tools you already use.
Slack
#tandemcx-escalations
S
Support Agent
APPCould you take a look at this refund? It falls outside the usual policy, so I’ve paused and routed it to you.
Refund exception
Waiting for your team before taking the next step.
AI and your team, working together.
Let AI take care of everyday customer conversations while your people stay connected to the operation and focus on the situations that need them.
AI agents
Support
Booking
Orders
Everyday conversations
Your team
Monitor, review and take over
One agent across voice, chat and messaging.
Let customers reach the same agent by phone, web chat or message. Manage the conversations in TandemCX.
Support AgentActive on 3 channels
Web chat
On your website
Customer: Can I change my delivery address?
Support Agent: Yes. I’ve updated it for this order.
Logged in TandemCX
Messaging
Text message
Customer: Is my return approved?
Support Agent: It is. Your refund is on the way.
Delivered
Logged in TandemCX
Voice
Phone call
Caller · My device stopped charging.
Support Agent · Let’s fix that. I’ll walk you through a quick reset.
Logged in TandemCX
Connect AI to the systems you already use.
Connect the customer records and tools your agents need to do the job. Keep your team in the loop through Slack or Teams.
TandemCX
Salesforce
CRM
Microsoft
CRM + business
Zendesk
Helpdesk
ServiceNow
Service workflows
Workato
Automation
Slack
Collaboration
Teams
Collaboration
NetSuite
Back office
Workday
Workforce
Examples available through Sharpen’s native and Workato-enabled integrations.
Get your first agent ready
Pick a job, connect the tools and set the rules. Test your agent before it handles customer conversations.
Start with one agent
S
Setting upSupport Agent
Getting things ready
Pick an agent
Where could your team use help?
Support · Booking · Orders · Sales · Accounts
Connect your systems
What should your agent have access to?
CRM · Scheduling · Helpdesk · Commerce · Business data
Choose your channels
How do customers reach you?
Web chat · Messaging · Voice
Set your controls
When should it involve your team?
Supervised · Guided · Independent
Ready to test
Your agent can now receive a call
See TandemCX in action.
See agents handle routine customer work, ask for approval and hand conversations to your team.
Support Agent
A focused place to start
1
Pick an agent
2
Connect your systems
3
Set your controls
Start with one agent. Stay in control. Add more when you’re ready.