Customer conversations. Intelligent resolutions.
ORBIT is a customer resolution engine that moves beyond static FAQ bots. It combines grounded policy retrieval with authenticated tool execution against order, account, and ticketing systems — resolving routine requests end-to-end and handing off complex cases to human agents with a complete structured brief.
A characterful cobalt-and-orange telephone robot with an animated face.
WHY LEGACY WORKFLOWS BREAK DOWN.
Traditional support chatbots frustrate customers with rigid decision trees, while ungrounded LLM bots can quote policies but cannot look up an order or execute an account action.
Customers repeat their issue multiple times when escalated from a bot to a human support specialist.
Support agents spend most of their time tab-switching between chat windows, policy docs, and order databases.
Automating actions like refunds or address changes requires strict guardrails and policy verification.
HOW ORBIT SOLVES IT.
ORBIT unifies conversational state, RAG knowledge lookup, and scoped business API tools behind policy guardrails, with seamless human escalation and auto-generated case summaries.
Authenticated tool calling to inspect live order status, subscription tiers, and account records.
Policy-checked action execution that verifies eligibility before modifying an order or booking.
Warm handoff packages that give human agents a structured summary, sentiment note, and pre-fetched customer context.
BUILT FOR PRODUCTION REALITY.
6 CORE MODULES // ORBIT
Context-Aware Conversations
Maintains multi-turn dialogue state, customer intent, and verified entity slots across the session.
Knowledge-Base Retrieval
Grounds policy, warranty, and troubleshooting explanations in current support documentation.
Customer & Order Information Lookup
Queries CRM and order management APIs in real time to give personalized status updates.
Business Tool Execution
Performs scoped actions such as rescheduling deliveries, updating details, or issuing eligible credits.
Human Support Escalation
Detects complex, sensitive, or out-of-policy cases and routes them to the right specialist queue.
Conversation Summaries
Generates structured post-chat and handoff summaries with intent tags and resolution codes.
FROM INPUT TRIGGER TO VERIFIED OUTPUT.
Understand Intent
Identifies the customer's goal and verifies session authentication.
Fetch Context & Policy
Looks up the customer's live order record alongside applicable policy rules.
Execute or Escalate
Completes eligible self-service actions or packages a warm handoff for a specialist.
Summarize Case
Writes a structured resolution summary and tags back to the CRM.
DETERMINISTIC GUARDRAILS + APPLIED INTELLIGENCE.
Customer-facing agents must know what they can do, what policy allows, and when to bring in a human.
Scoped Tool Permissions
Read tools (order lookup) and write tools (modifications) are separated by explicit precondition checks tied to the authenticated session.
Zero-Repeat Escalation
When a human steps in, they receive a structured digest of verified customer facts, attempted steps, and open questions.
Consistent Brand & Policy Voice
Responses are grounded in retrieved support articles so policy answers remain accurate as product rules evolve.
SYSTEM ARCHITECTURE & DATA FLOW.
Stateful conversation coordinator that blends RAG policy retrieval with guarded REST tool execution and CRM/helpdesk escalation.
Manages real-time customer sessions, authentication tokens, and streaming message delivery.