AI-assisted customer conversations across voice, chat, email and messaging — answering from your knowledge base and connected systems, logging everything, and escalating to a person with full context.
Customers ask a small number of questions very often, and those questions consume the team that should be handling the difficult ones.
Answers calls through your telephony integration, identifies the request and either resolves it or routes it.
Greets callers, answers common questions, takes messages and directs calls to the right department.
Reminder and confirmation calls where you have authorised the campaign and the contact permission.
Transfers to the right team with the conversation summary attached.
Answers on your site from the knowledge base, with links to the source article for the customer.
Handles supported messaging channels and drafts email responses for agent approval or automatic sending under your rules.
Queries your connected order or booking system and returns only the information that customer is permitted to see.
Applies your verification rules before disclosing account information, and refuses when verification fails.
Offers and confirms slots against connected calendars or booking systems.
Creates a ticket with the conversation, customer record and requested action when the matter cannot be resolved.
Answers come from your published content. When the knowledge base does not cover it, the assistant says so and escalates.
Every conversation summarised and stored against the customer record for the next person who speaks to them.
Defined triggers — complaint language, vulnerability signals, high value — hand over to a human immediately.
Source
A customer calls at 10:30pm asking 'where is my order?'
Telephony integration passes the call to the voice agent
Voice AI identifies the request
Customer verified according to your rules where account data is involved
MAARA queries the connected order system
Permitted status information provided in the conversation
Conversation logged against the customer record
If unresolved, a ticket is created and a human receives the summary next morning
The routine question answered instantly; the complex one prepared for a person.
Live conversations
Active voice and chat sessions.
Call log
Recordings where permitted, transcripts and summaries.
Tickets
Open, escalated and resolved with full context.
Knowledge base
Articles, coverage gaps and usage.
Customer record
History across every channel.
Escalations
Conversations handed to a person and why.
Volumes
Contacts by channel, hour and topic.
Resolution
Handled by AI, handled by a person, unresolved.
An online retailer receiving 800 contacts a week
Before MAARA
With MAARA
| Employee does this today | MAARA handles / assists | Employee still controls |
|---|---|---|
| Answers 'where is my order?' dozens of times a day | Retrieves status from the connected system | Handles exceptions and complaints |
| Misses out-of-hours calls | Answers or captures the request with context | Follows up on what needs judgement |
| Searches several systems during a call | Retrieves permitted information in one step | Decides on goodwill and resolution |
| Writes up call notes afterwards | Summarises and logs automatically | Adds decisions and commitments |
| Creates tickets manually | Creates the ticket with full conversation context | Owns resolution and customer relationship |
MAARA handles defined conversations and escalates everything else. Complaints, vulnerable customers, refunds, contractual commitments and anything outside the approved knowledge base go to a person. Customers are told when they are speaking to an AI assistant.
Next agent
Medical AI ↗