Guide the fix. Preserve the history.
Bring in the right expert.
Give customers Ruby, your persistent, 24/7 Digital Colleagues, to help troubleshoot in the moment and carry the issue into live support when needed.
- Built for customer success and support leaders.
Put Ruby, your Digital Colleagues, to work
Start with the support history
Bring together available issue history, technical glitches, previous guidance, and attempted fixes in a shared customer context.
See what the customer shares
With permission, Ruby uses live shared-screen context to help explain the problem and guide approved troubleshooting.
Help before another case is raised
Give the customer a place to ask questions and work through approved guidance before repeating the issue in another request.
Escalate with the full picture
Prepare relevant history, symptoms, attempted steps, and open questions for a live support specialist.
Confirm what worked
Capture the attempted fix and customer feedback. Distinguish a proposed solution from a confirmed resolution.
Build reusable expertise
Prepare reviewed resolutions and technical guidance for reuse, helping your team maintain a shared reference for future support.
“This happened last month. Do I need to explain everything again?”
Ruby uses the available support context to surface prior glitches and attempted fixes, helping the customer continue the troubleshooting. When a live specialist is needed, Ruby prepares the relevant evidence and remaining questions. The specialist reviews the context and takes the next step.
- Customer-confirmed resolution
- Repeat contacts
- Escalation completeness