Meet your
new
Support Resolution
Professional.
A digital support professional who handles voice and chat queries in real time —
interpreting intent,
retrieving accurate answers from the knowledge base,
resolving common issues automatically,
and escalating complex cases with a complete contextual briefing.
Faster, more consistent, always available.
-The Problem
High volumes of repetitive queries
Brokers know which carriers to target and what terms to negotiate — the
problem is the coordination overhead. Managing responses across email threads,
spreadsheets, and deadline reminders consumes hours that should be spent
on client relationships.
Manual document collection is slow
A large share of incoming queries — account status, transaction questions, product information, process guidance — are repetitive and predictable. Routing them all through human agents is inefficient at any scale.
Inconsistent responses across agents
When different agents handle the same query type, responses vary in accuracy, completeness, and tone. Inconsistency erodes trust and creates compliance risk when product or regulatory information is involved.
Triage delays compound wait times
Manually identifying query intent, finding the right knowledge base article, and formulating a response adds significant time to every ticket — even for issues that are ultimately straightforward to resolve.
Escalation context is lost
When tickets escalate to human agents, they often arrive without the context gathered in earlier interactions — forcing agents to restart the conversation and frustrating customers who have already explained their issue once.
50%
3×
40%
Faster
Ticket response and resolution
Customer satisfaction scores
↑ CSAT
↓ 40%
Workload for support teams
of broker admin time is
coordination overhead
longer quote cycles
when follow-ups
are manual
of RFQs experience at
least one missed
carrier response
A digital professional who resolves
most
queries before they reach your team.
The Zentis Support Professional interprets voice and chat inputs in real time,
classifies intent accurately,
retrieves precise answers from the knowledge base,
and resolves common issues automatically.
When a case is genuinely complex or confidence is low,
it escalates seamlessly to a human agent —
with a complete contextual summary so the agent continues without repeating the conversation.
Service quality is consistent regardless of query volume,
time of day, or channel —
no degradation during peak periods or after hours when staffing is reduced.
-The Solution
-What It Does
From query received to
resolved or expertly escalated.
Every step from first document to active account — validated, automated, and fully traceable.
Processes voice and chat in real time
Accepts queries across both voice and chat channels — transcribing, interpreting, and classifying intent in real time without routing through manual triage queues.
Classifies intent accurately
Identifies the specific query type and customer need from natural language — enabling precise knowledge retrieval and the right resolution pathway for every interaction.
Retrieves knowledge base answers
Identifies the specific query type and customer need from natural language — enabling precise knowledge retrieval and the right resolution pathway for every interaction.
Resolves common issues automatically
Handles routine queries end to end — dispute form generation, status confirmation, process guidance, product information — without human involvement for straightforward cases.
Escalates with complete context
Transfers complex or low-confidence cases to human agents with a full interaction summary — so agents start informed rather than asking the customer to repeat themselves.
Maintains quality across channels
Delivers consistent service quality regardless of query volume, time of day, or channel — no degradation during peak periods or after-hours when staffing is reduced
-Expected Impact
What changes when support scales
without scaling headcount
Measurable outcomes from day one of deployment.
Ticket response and resolution No manual triage queue
Faster
↑CSAT
↓40%
Customer satisfaction scores Consistent, accurate, fast
Workload for human support teams Routine queries resolved automatically
Consistent quality across all channels Same standard at any volume
100%
Enterprise-grade by design
-Security & Compliance
Deviprasad Thrivikraman · Managing Director, Zentis AI
30+ years in global BFSI operations
30+ years in global BFSI operations
Built to meet the security, privacy, and compliance requirements of
regulated financial institutions from day one.
SOC 2 Certified
GDPR Compliant
BCBS 239 Ready
On-Premise Deployable
Air-Gapped Environments
LLM-Agnostic
Cloud-Agnostic
Full Audit Logging