---
title: "Customer service: calls reviewed, trends traced to accounts"
description: "Duale AI agents review every customer call against your quality grid and trace complaint trends to specific accounts."
lang: en
lastUpdated: 2026-10-23
url: https://duale.ai/en/use-cases/customer-service
---

<Hero
  eyebrow="Customer service"
  title={
<>
  AI agents for customer service, <AccentText>every call reviewed, every trend traced to its accounts.</AccentText>
</>
}
  subtitle="Hand Duale AI your tickets, calls and escalations. Long cases return as sourced case files, each with a proposed resolution. The work runs in the background, and your team decides on every result."
  primaryCta={{ label: "Plan your first use case with us", dialog: "contact" }}
  secondaryCta={{ label: "See pricing", href: "https://duale.ai/en/product/pricing.md" }}
/>

<Section title="Customer analysis, themes ranked by growth across tickets and calls" subtitle="Each theme comes with its volume, its change from last month and quoted examples.">
  **You hand over:** "Why did complaints rise in September, and for which accounts?"

  **How the Task splits it:** one branch per theme or key account reads the month's tickets and call transcripts through
  [Tools](https://duale.ai/en/product/tools.md). Each branch then compares them with last month's analysis, kept in your
  [Library](https://duale.ai/en/product/libraries.md). Code execution computes each theme's volume and change.

  **You get back:** one table of themes, sorted by growth, for your next service review.

  **Illustrative example: the September analysis, with fictional accounts.**

  | Theme                                 | Tickets and calls in September | Change from August | Quoted example                                                  | Accounts most affected    |
  | ------------------------------------- | ------------------------------ | ------------------ | --------------------------------------------------------------- | ------------------------- |
  | Billing errors after the price change | 236                            | +61%               | "We were charged the old price and the new one." Ticket 58213   | Linden Home, Hazel Sports |
  | Late deliveries                       | 412                            | +38%               | "This is our third late order this month." Call on September 18 | Linden Home               |
  | Password resets                       | 180                            | Stable             | "I have been locked out since the update." Ticket 58377         | Spread across accounts    |

  **Your team decides:** the fixes, who owns each one, and which customers to contact first.
</Section>

<Section title="After-call review, every call checked against your quality grid" subtitle="Your team leads see the checks each call met or missed, and coach from them.">
  **When it starts:** your code starts one Task when each call ends.

  **How the Task splits it:** focused branches classify the reason for the call, check the call against the quality grid
  kept in your [Library](https://duale.ai/en/product/libraries.md), and draft the wrap-up.

  **You get back:** one review per call, with its reason, its outcome, each quality check met or missed, and a wrap-up
  ready to file.

  **Illustrative example: the review of a call about a damaged delivery.**

  | Field          | For this call                                                          |
  | -------------- | ---------------------------------------------------------------------- |
  | Reason         | Refund request for a damaged delivery                                  |
  | Outcome        | Refund agreed once the customer sends a photo of the damage            |
  | Quality checks | Identity confirmed: met. Next step confirmed with the customer: missed |
  | Wrap-up        | A three-line summary of the call                                       |

  **Your team decides:** coaching and escalations. Here, the team lead sees the missed check and follows up with the
  adviser.
</Section>

<Section title="Escalation case files, each dispute ready for a decision" subtitle="Advisers settle multi-order disputes from one file, with a resolution proposed under your refund policy.">
  **When it starts:** an adviser asks your team's assistant about a case too long for a chat. The assistant is an
  application your company built on the Platform, and it hands the case to a Task.

  **How the Task splits it:** one branch per order reads the order, its delivery records and the related tickets through
  [Tools](https://duale.ai/en/product/tools.md). Each branch also checks the order against your refund policy, kept in your
  [Library](https://duale.ai/en/product/libraries.md). The branches then converge on one case file.

  **You get back:** one case file that cites each order, delivery record and ticket it relies on. It proposes a
  resolution and names the policy passage behind it.

  **Illustrative example: a refund dispute that spans several orders, their deliveries and past tickets.** The proposed
  resolution reads: "Refund order 4417 in full; the carrier's record confirms the damage on delivery. Refund policy,
  section 3.2."

  **Your team decides:** the resolution and the reply to the customer.
</Section>

<Section title="The capabilities behind your service work" subtitle="Each one is set up once on the Platform and serves your other use cases too.">
  <CardGrid columns={3}>
    <Card title="Tools" icon="code" href="https://duale.ai/en/product/tools.md">
      Your agents reach your ticketing, telephony and order systems through your own code or MCP servers. Code
      execution does the counting.
    </Card>

    <Card title="Libraries" icon="reader" href="https://duale.ai/en/product/libraries.md">
      Keep your quality grid, refund policy and past analyses in a Library. Each result quotes the passage it relies on.
    </Card>

    <Card title="Usage analytics" icon="bar-chart" href="https://duale.ai/en/product/usage-analytics.md">
      See how many reviews your agents complete each day, and follow each branch of a Task in the Dashboard Task view.
    </Card>
  </CardGrid>

  [See all use cases](https://duale.ai/en/use-cases.md).
</Section>

<Section title="Before you hand over your first calls" subtitle="The facts your security, finance and procurement colleagues check.">
  <CardGrid columns={3}>
    <Card title="One fixed price per Task" icon="check">
      A standard Task costs €0.10 and a fast Task €0.20, excluding VAT, whatever the number of branches or the duration.
      [See pricing](https://duale.ai/en/product/pricing.md)
    </Card>

    <Card title="Your providers, your contracts" icon="layers">
      Your model providers bill you directly for inference.
    </Card>

    <Card title="Your choice of hosting" icon="globe">
      Use the managed service, hosted in the European Union, or run the Platform in your own infrastructure.
    </Card>

    <Card title="Encrypted storage" icon="lock-closed">
      All stored data is encrypted, from Library files to database backups.
    </Card>

    <Card title="Unlimited agents" icon="person">
      Add agents as your teams and use cases grow.
    </Card>

    <Card title="Your content remains yours" icon="file-text">
      Duale AI does not reuse your content to train a model. [See subprocessors](https://duale.ai/en/legal/subprocessors.md)
    </Card>
  </CardGrid>
</Section>

## Customer service questions

### Do we need to change our phone system

No. Your advisers keep their phone system, tools and routine; your own code starts each review when a call ends.
[See how IT and security teams start one Task per event](https://duale.ai/en/use-cases/it-and-security.md), or [read how your code
starts a Task](https://duale.ai/en/docs/sdk.md#submit-a-typed-task-request).

### Can we score sales and support calls on different quality grids

Yes. Each review applies the grid of the team that took the call. [See how Libraries hold each team's
rules](https://duale.ai/en/product/libraries.md).

### Can the case file land in our ticketing tool

Yes. Each case file lands on the right ticket, so the adviser opens it where they already work. [See how Tools
connect your ticketing tool](https://duale.ai/en/product/tools.md).

### Can the analysis cover emails and chats as well as calls

Yes. Tickets, call transcripts, emails and chat logs all count, so each theme shows its volume across every channel.
[See how Tools reach the systems that hold them](https://duale.ai/en/product/tools.md).

<Cta title="Turn every call and ticket into fixes your service team can act on." primaryCta={{ label: "Plan your first use case with us", dialog: "contact" }} secondaryCta={{ label: "See the due diligence Task", href: "https://duale.ai/en/use-cases/finance/due-diligence.md" }} />

## Related content

- [IT and security: alerts classified with evidence](https://duale.ai/en/use-cases/it-and-security.md)
- [Legal teams: every point quoted, ready for decision](https://duale.ai/en/use-cases/legal.md)
- [Sales: bids and briefs sourced before the deadline](https://duale.ai/en/use-cases/sales.md)
- [Procurement: every supplier, invoice and bid checked](https://duale.ai/en/use-cases/procurement.md)
- [AI agents for R&D, every claim sourced before your review](https://duale.ai/en/use-cases/research-and-development.md)
- [Shared responsibility: platform and customer duties](https://duale.ai/en/docs/security/shared-responsibility.md)

---

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