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Dana Kim

Today

Hi Dana, I'm Skye, Skyline's virtual agent. How can I help?

My refund never came. I mailed two gifts back on Jan 2.

I found order A-20931. Our return center received it on Jan 5. Please confirm it's you in the Skyline app.

Done.

Thanks, Dana. Your refund is late, and expediting it needs a billing specialist. I'm bringing one in now.

It's been 9 days since you got them. Where is my refund?

Suggested for you

Only visible to agents

Needs approval (1)

Expedite late refund

Waiting for approval

Prepared arguments

{
  "order_id": "A-20931",
  "refund_amount": "84.20",
  "reason": "Return received Jan 5; refund overdue"
}

Jettie's suggestion

I'm sorry for the wait, Dana. Your return reached us on Jan 5, so the refund is late. I'm expediting it now and will confirm in a moment.

Why UJET

The agent was never the problem. It's the tools.

Agents today juggle 4–10 disconnected applications in a single interaction (Forrester).

Source: Agentic Experience Orchestration, ujet.cx

01Capture
From the moment conversations start.
The customer’s identity, photos and prior sessions are available the instant a conversation reaches an agent, human or virtual.
Fig. 01 · Channel streamsSample data
ChannelRouted today
In-app
1,732
Voice
6,898
Chat
2,119
SMS
525
Email
2,876
Social
261
In-app contextFace IDPhotos and videoApp versionDeviceLast action
02Hand-Off
The human best served to help.
AXO routes the customer with full context, summaries, and next-best action guidance.
Fig. 02 · One threadSample data
In-app · 2:08 PM
Dana Kim chats from the Skyline app
Verified
Face ID, requested with SmartActions
Virtual agent · Skye
Runs the Late refund playbook
Handoff
The conversation summary and VA messages carry over
Maya Ortiz · Billing
Approves the expedited $84.20 refund
Spiral · Late Refunds +1
Spiral reads every conversation
03Orchestrate
While the conversation is still happening.
Autonomous agentic actions and Computer-Using Agents take action based on customer and business context, which ends swivel-chair data entry.
Fig. 03 · Late refund playbookSample data
AXO playbook map for Late Refund: the virtual agent explains the delay, then an agent approves expediting the refund
Late Refundlate_refundVA enabled
INSTRUCTIONVA
Talk
Identify The Order
Find the order from the app session or ask for the order number. Confirm which items the customer mailed back and when.
Order found
No order found
ACTIONVA
Read
Look Up Return And Refund
Run Order and return lookup with the order number. Read the return received date and the refund status.
Order and return lookup
Refund already posted
Return received, refund late
Return not received
Redirect · Use order lookup playbook
ResolvedRefund already posted
INSTRUCTIONVA
Talk
Explain The Delay
Share the received date and the 5-business-day policy. Offer to expedite the refund. The customer must be verified in the app first.
Customer wants to expedite
Customer asks for a person
Redirect · Use return tracking playbook
ACTIONApproval required
ReadEffect
Expedite The Refund
Run Expedite late refund with the order and amount. An agent approves it before it runs. Tell the customer when it posts.
Expedite late refund
Refund expedited
Expedite blocked
Handed offBilling specialist takes over
ResolvedRefund expedited
Handed offTier 2 reviews the refund
DecisionTerminationRedirect

04Improve

Every conversation makes the next one better.

Every conversation and outcome feeds back to the system.

Fig. 04 · Monitor and SpiralSample data

Supervisor · Monitor

Live conversationsConnected

12 loaded

All ongoing12Needs attention4

Human8Virtual4Queued2

Conversation	Involvement	Latest message	Attention
Needs attention · 4Shown first
Ravi PatelEnd-user ID 7730418Web	VirtualQueued	The refund went to a card I closed. Can someone help?	1 approvalHandoff waiting 2m 11s
Nora DiazEnd-user ID 7729955Chat	HumanPriya Nair	The app still shows the refund as pending.	1 approvalCustomer waiting 1m 41s
Mei ChenEnd-user ID 7730502SMS	VirtualQueued	Sale items can be returned within 30 days. I'm connecting you with our Returns team.	Handoff waiting 1m 35s
Dana KimEnd-user ID 7730477Chat	HumanMaya Ortiz	It's been 9 days since you got them. Where is my refund?	1 approvalCustomer waiting 12s

Conversational analyticsSpiral by

Spiral by ujet.cx uses Deep AI Research to autonomously analyze 100% of your customer interactions, uncover root causes, and stop avoidable contacts at the source.

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