Platypus

Customer workflows

Keep customer handoffs and follow-ups from slipping

A customer’s details sit in the CRM, the order in another system and the last conversation in someone’s inbox. Platypus brings them together, notices when a follow-up has no owner and drafts it with the context attached.

Platy in a hoodie holding a coffee.

Where the time goes today

  • Piecing together what was agreed from emails, notes and the CRM.
  • Follow-ups nobody owns after a customer changes hands.
  • Starting from scratch each time someone new picks up an account.

Illustrative example: a handoff that fell through

Before

  1. An account manager moves to a new role. Her customer, who asked for a revised quote by Friday, is reassigned in the CRM.
  2. The request was in an email thread the new owner never saw. The CRM shows the account as up to date.
  3. Friday passes. The customer chases, and the team pieces the history together from three places.

With Platypus

  1. Platypus links the customer to the email thread, the open quote and the change of owner, and notices a promised follow-up with no one assigned.
  2. It drafts the follow-up with the original request, the current quote and the delivery terms attached, and suggests the new owner.
  3. The new owner edits the draft and sends it. The follow-up and who owns it are recorded, so the next person sees the same picture.

How Platypus handles it

An illustrative walkthrough of how Platypus is intended to handle it:

  1. Connect

    Customer records from the CRM and the documents and conversations around them are brought together.

  2. Discover

    Discovery agents link each customer to their open orders, recent conversations and who last handled them.

  3. Spot the problem

    A handoff was missed: a customer is waiting on a follow-up that nobody owns.

  4. Propose a fix

    An agent drafts the follow-up with the relevant context attached and suggests an owner.

  5. Review and approve

    Your team edits or approves the draft before anything is sent.

  6. Learn

    The follow-up and its owner are recorded, so the next person sees the same picture.

An illustrative walkthrough of how Platypus is intended to work. What it can connect to depends on the systems and access your team provides.

Every step runs on the same shared context described in how the Platypus platform works.

Limits and human control

  • Platypus sees conversations in the tools you connect. A promise made on a phone call needs to be written down somewhere first.
  • Drafts are never sent automatically. Your team edits or approves each one.
  • Access is scoped to the inboxes, channels and records you choose to connect.

Drafts like this depend on the right context. Read what an AI context engine is.

Questions teams ask

Do we need to replace our existing tools?
Keep the tools your team already uses. Platypus brings their information together so people and agents can work with the same context.
What does Platypus connect to?
Operational systems, databases, spreadsheets, documents and team knowledge. Available connections depend on the systems and access your team provides.
Can we review actions before they run?
Yes. The intended experience lets your team review proposed changes and choose what executes. A demo is the best place to see which actions are supported for your systems today.

More ways to put context to work

We are testing with a small number of teams.