← Use case 02 · Customer Support
Meet Miles
The whole front of every support call, handled.
Miles validates the caller, checks for known outages, and troubleshoots from your knowledge base, resolving on the spot or routing a human with full context already attached.
6x
Faster resolution
42%
Peak ticket deflection
24/7
Coverage
The inbound wall
1,800-3,500 calls a day. Miles answers every one, and deflects up to 42%.
He covers the entire front of the call, identity, account validation, outage check, and first-line troubleshooting, so your reps only see what truly needs a human, already gathered and waiting.
Peak ticket deflection42%
Peak deflection at Henry Schein One, 21-25% on an average day, every call still logged to Salesforce and Domo.
Handle-time reduction80%
Henry Schein One cut handle time by 80%, roughly $12M saved a year.
Validate · check · troubleshoot · route
How Miles handles a case
- 1
Validate
Identifies the caller and reads their account
Miles looks up the account and reads status, active plan, product, software version, and any flags, before the conversation even gets going.
get_crm_account - 2
Outage check
Checks for a known issue first
He scans active incident records filtered by the caller’s product. If a known outage matches, he shares the status and ETA and closes the loop.
page_awareness - 3
Troubleshoot
Resolves from your knowledge base
Miles searches your knowledge base by symptom, product, and error, then walks the customer through the fix using the account context he already has.
external_knowledge_base - 4
Resolve or route
Hands a human a warm, validated case
If a person is needed, Miles routes to the right queue and passes the validated account, the stated issue, and his transcript, no re-collecting the basics.
route_agent - 5
Log
Writes the call back to your systems
Every call, deflected or transferred, flows into the CRM and analytics automatically, with transcript, duration, and outcome attached.
support_ticket
Miles · SupportExample conversation
Visitor: Our scheduler won't sync this morning.
Miles · Support: Thanks, I see your account on the Ascend plan, version 24.3. Let me check for any active outages.
Miles · Support: No outage on your product. Try toggling sync off/on under Settings → Calendar. Did that clear it?
Visitor: That worked, thank you!
account validatedplan + versionresolved · deflected
When Miles can’t resolve it, the human rep starts with a validated account and the full transcript already attached to the case.
One teammate, your whole stack
Works where Miles already works
Across every channel
ChatEmailPhoneSMS
Connected to your tools
“Handled customer support across phone, chat, and email with sub-2.5 minute resolution times, 24/7 coverage, and millions saved annually.”
Proof
Faster resolutions. Lower cost. Complete records.
Henry Schein One
80%
reduction in handle time; $12M annual cost savings
“By deploying an AI Cloud Employee as the first point of contact for inbound voice support, they reduced handle times, automated high-volume support workflows, and decreased reliance on offshore labor.”
Finally
100%
reduction in after-hours response wait time
“Shay, our after-hours Cloud Employee, reduced our response wait time by 100%. Now they get real-time answers, eliminating the Monday morning wait-time hangover.”
NICE
$4.2M
in pipeline influenced through faster customer coverage
Related support roles
Explore the support stack.
ArticleExploreCloud EmployeeExploreCloud EmployeeExploreCloud EmployeeExplore
Henry Schein One customer story
See how Henry Schein One modernized inbound customer operations.
Live Chat Support
Real-time chat support for high-intent visitors and customers.
Tier One Support
High-volume Tier 1 resolution across phone, chat, and email.
CS Triage and Routing
Classify, prioritize, and route inbound tickets to the right queue.
Not an AI tool. An AI teammate.
Don’t take our word for it.
Try Miles for your business.
Build a Support Agent Cloud Employee tuned to your company and talk to it live across chat, email, and phone, in seconds.