Customer Service
John Lim
How Alfie Sets Customer Service Teams up for Success
Unhappy guests turn up in the inbox in many different forms. Whether it's a wrong order, a long wait, or service that just didn't land, picking up the ticket isn't the hard part. The harder question is what to actually do about it. Every guest is different and every issue is nuanced, and getting it right depends on things that are usually scattered across systems nobody has open at the same time.
Researchers at Harvard Business Review tracked digital workers across three Fortune 500 companies and found they switched between applications around 1,200 times a day, losing close to four hours a week just reorienting after each switch. That’s roughly 9% of their working time and productivity.
Alfie Assist does all the groundwork for you by looking through every data point across your entire stack. He reads every piece of feedback, checks your brand guidelines, pulls in a human agent if required, and will also improve based on your feedback. But Alfie Assist is not a template. It’s personalized recovery actions at scale, 24/7.
What Alfie Assist does
All these workflows happen in the Unified Inbox, on the ticket your team is already looking at, without needing to switch tabs for context and information. Each recommendation arrives already checked against your rules, so your team can approve it rather than verify it first. What’s more, Alfie also knows exactly when and how each workflow is carried out.
Offers
Alfie selects from the recovery offers your brand has already approved and attaches the link to the drafted reply. Before you see it, he's checked that the offer value matches the severity tier, that the store is within its recovery budget, that the guest doesn't already have an active offer, and that the offer is still applicable.
Loyalty points
Alfie proposes how many points to credit and matches the adjustment against the guest's account. Before that, Alfie checks the loyalty guardrails you set, including the monthly issuance cap, credit size, and adjustments documented on the account.
If the guest isn’t on a loyalty platform, Alfie gives an offer instead.
Refunds
When the order itself failed, an offer isn't the right answer. Alfie sizes the refund against the real order value and recommends it. He ensures the refund is limited only to the items at fault, rather than the whole ticket. He also ensures there’s a clear approval flow, checks that no refund has already gone out on that order, and writes to both the store P&L and the ticket log for transparent documentation. Refunds apply to the ordering platforms we support.
Across the three workflows, your team's job is the same. Just look at what Alfie recommended and approve it.
You can always see why Alfie suggested it
Alfie doesn't hand your team a recommendation and ask them to take it without reasoning. Every suggestion arrives with the reasons behind it, so your team can see which part of your policy, which configuration, and which detail about that specific guest led him there.
That reasoning matters because Alfie isn't working from a generic idea of good hospitality; he's working from your policies and brand identity. Alfie will show you why he made the recommendation by listing the exact reasons, so you can verify before approving.
Alfie does the work for you
That's what Alfie Assist is. Alfie reads everything in the Unified Inbox, works out what to do next, checks it against the rules you've already set, drafts a personalized reply and solution, and hands it to you.
Alfie does 95% of the work, and the last 5% is your team looking at the recommendations and choosing the right one.
That last five percent is also what makes him better. Every recommendation your team sends, edits, or overrides teaches Alfie something about how your brand actually handles guests.
Alfie Assist is priced separately. Curious to know more? Fill out a short form here, and we’ll get in touch with an intro to what Alfie Assist is and how it can truly help your customer service teams deliver unforgettable guest experiences 24/7.
