Customer Service Use Cases

Practical customer service use‑cases across connected customer experience, operational efficiency, case handling, workforce enablement, legacy modernisation and embedded intelligence – delivered end‑to‑end on Liberty.

Customer service teams face relentless pressure

Your customers are looking for quick resolutions and consistent communication. Meanwhile, you’re balancing efficiency, team satisfaction and operational control.

Liberty helps you build the flows that do both: AI‑powered Contact Centre as a Service (CCaaS) for front-line teams, unified agent desktop for speed, Workforce Management (WFM) and Workforce Engagement Management (WEM) to match demand and engage staff and case workflows to keep every promise.

Speed & clarity

Customers want quick answers and clear updates.

Resilience & control

You want lower cost‑to‑serve, better control and happier teams.

Common needs and pressures

Resolve more first time across voice, chat, email and SMS

Deflect routine questions to self‑service and assistants – without dead ends

Give agents a single, context‑rich workspace

Keep quality and compliance tight

Improve agent engagement and retention with better tools and visibility

What does Liberty do for customer service teams?

Connected customer experience

Omnichannel self-service, portals, conversational interfaces and a modern contact centre working as one.

Unified enquiries and updates

Customers find answers, raise requests and track progress in a simple portal. If they switch to chat or call, the agent sees the same case and context – no more repeating themselves.

Virtual agents and assistants (using agentic AI)

Always‑on chatbots and voicebots handle routine questions, capture details, authenticate where needed and route by intent – freeing people to focus on complex cases. Use drag‑and‑drop flows and a knowledge‑first approach to stand up assistants quickly. When a human is needed, the automated hand‑off passes the transcript and context, so nothing’s lost.

Callback and appointment management

Customers book or rebook callbacks/appointments in real-time. Confirmations and reminders reduce no‑shows, changes sync straight to the agent and work queues.

Proactive notifications and alerts

Reduce avoidable demand with targeted updates (eg service changes, outage info, appointment reminders).

Contact centre modernisation (within customer experience)

Voice, chat, email and SMS handled in one desktop. Assistants deflect routine demand. AI routes by intent and priority (eg vulnerable customers). Supervisors plan capacity with WFM.

Operational efficiency and process automation

Join people, systems and data so workflows automatically and exceptions stand out.

Digital letters and documents

Generate, personalise and send decision letters, statements, returns labels or confirmations using approved templates. Auto‑file to the case for full audit and easy retrieval.

Refunds, goodwill and credits

Controlled flows with policy rules, thresholds and approvals. RPA/API updates finance and ledgers; customers get real‑time status, so they don’t need to chase.

Email and inbox triage (agentic AI assistance)

Classify inbound emails/attachments, extract details and create/attach to the right case automatically – reducing manual reading and re-keying. Exceptions route to a visible queue.

File flows and batch integrations

When APIs aren’t available, managed file transfers validate, throttle and route data on schedule with clear exception handling – no more ‘mystery batches’.

Case, incident and exception management

Structured workflows for requests, incidents, approvals and escalations – with SLAs and audit built in.

Complaint handling and remedies

Multichannel intake with sentiment/intent tagging. Investigation tasks, evidence capture, approvals and fair outcomes (refunds, rework, goodwill). Themes feed a learning loop to prevent repeats.

Service requests and exceptions

Returns, cancellations, address changes and identity checks – routed with policy rules and SLA timers. Virtual assistants can collect details upfront and hand them off to human agents with context for faster resolution.

Breach notifications and sensitive communications

Controlled flows for regulated notices or safety messages – templated content, approvals, tracked delivery and read receipts.

Workforce enablement

Unified agent desktops, guided workflows, and supervisor dashboards that keep everyone in lockstep.

Unified handler desktop (channels + case in one)

Agents handle voice/chat/email/SMS and see embedded case widgets in the same screen – rebook dates, raise jobs, trigger refunds, send letters – without tab‑hopping. Wrap‑up updates the case automatically.

Agent Assist (agentic copilot)

Real‑time prompts, knowledge surfacing, call transcription with sentiment, and live translation reduce AHT and rework while improving quality and accessibility.

Guided workflows and knowledge

Contextual prompts and checklists help agents follow policy and complete tasks the first time. Knowledge articles surface inline, not in a separate window. Accessibility is considered by design (keyboard nav, clear language).

Workforce Engagement Management (WEM)

Forecasting, scheduling, adherence and performance dashboards to optimise resource use and improve agent experience.

Quality and coaching automation

Auto‑sample interactions, surface risk themes, and trigger coaching workflows.

Gamification and engagement tools

Motivate agents with scorecards and recognition features tied to KPIs.

Supervisor dashboards, QA and coaching

Live queue and SLA views, risk hotspots, and adherence. Support safety/compliance prompts across teams.

Legacy extension and modernisation

Extend what you’ve got, replace what you must – without big bang risk.

CRM augmentation (not rip‑and‑replace)

Keep your CRM, add the missing bits: workflows, portals, omnichannel history, approvals and dashboards. Migrate at your pace.

Replace spreadsheets and point tools

Move ad‑hoc trackers and shared inboxes into governed case workflows with audit and SLAs. Rebuild brittle forms/macros as reusable services.

Unified customer and case view

Stitch together data from CRM, order, billing and logistics systems. Agents and leaders finally see the whole journey – engagements, decisions and outcomes — in one place.

Embedded intelligence and decisioning

AI-driven routing, risk scoring, predictive insights and operational intelligence – used inside the workflow, not bolted on.

Intent and sentiment routing

Classify topics and mood across channels to prioritise, route, or fast‑track vulnerable customers. Reduce misroutes and transfers.

Next‑best action and offers

Guide agents and assistants with policy‑safe suggestions (reschedule, goodwill, retention offer) based on context and past outcomes.

SLA and AHT risk prediction

Predict which cases will breach or overrun; alert supervisors and auto‑adjust queues or callbacks to protect service levels.

Speech and text analytics for QA

Spot themes and gaps, auto‑sample risky interactions; focus coaching where it moves the needle.

The Liberty platform enables composable elements to be created and adapted to deliver the capabilities to support these use cases. Find out more:

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