AI customer service
Handle the high-volume, well-understood requests that make up much of a service team’s day.
- FAQ handling
- Product information
- Service enquiries
- Basic troubleshooting
- Order and booking status
- Request classification
App in Base · Desk · Customer & Voice Operations
Answer every customer, day and night
Desk handles customer service and calls. AI answers the routine requests and passes the hard ones to your team with the full story.
Desk · Customer & Voice Operations
From request to resolution
- Customer request
- Understand intent
- Retrieve information
- Resolve or escalate
- Update system
- Follow up
Complex and sensitive cases go to people.
Human + AI
Let AI handle repetition. Let people handle judgement.
Human oversight is an intentional feature of Desk, not a fallback. AI supports scale and speed; people remain responsible for the interactions where judgement matters.
AI handles
- Routine questions and requests
- Information collection
- Status checks and confirmations
- Summaries and suggested next steps
People remain responsible for
- Sensitive cases
- Complaints
- Negotiation
- Exceptions
- Professional judgement
- High-impact decisions
Core capabilities
What Desk does
AI voice operations
Where the deployment supports voice, Desk extends AI into voice-based workflows. Live voice capabilities are confirmed for each environment during scoping.
- Incoming enquiry handling
- Appointment requests
- Basic information collection
- Call qualification
- Call routing
- Follow-up workflows
Smart routing
Send each interaction to the right queue, team or person.
Route by
- Intent
- Priority
- Department
- Customer type
- Issue category
- Escalation requirements
Context & summaries
AI helps human operators understand previous interactions quickly, so customers do not have to repeat themselves.
- Interaction summary
- Customer history
- Intent classification
- Suggested next action
Workflow automation
Every interaction follows a defined path — resolved in-flow where appropriate, escalated where not, and recorded either way.
- Customer request
- Understand intent
- Retrieve information
- Resolve or escalate
- Update system
- Follow up
How Desk works
Receive
A customer begins an interaction through a supported channel.
Understand
AI identifies the customer’s likely intent and the information required.
Resolve or route
Routine requests follow approved workflows.
Escalate
Complex or sensitive cases move to a human.
Record & continue
Relevant context is captured for the next workflow or interaction.
01 / 05
Receive
A customer begins an interaction through a supported channel.
02 / 05
Understand
AI identifies the customer’s likely intent and the information required.
03 / 05
Resolve or route
Routine requests follow approved workflows.
04 / 05
Escalate
Complex or sensitive cases move to a human.
05 / 05
Record & continue
Relevant context is captured for the next workflow or interaction.
What is Desk?
Desk handles customer service and calls. AI answers the routine requests and passes the hard ones to your team with the full story.
Customer service is an operation — not just an inbox
Customer operations often involve repetitive work:
- Answering common questions
- Handling incoming enquiries
- Routing requests
- Booking appointments
- Checking status
- Recording information
- Escalating complex issues
- Following up after conversations
Security, reliability & governance
Reliability & governance
Workflow controls
Which requests can be resolved automatically is defined and approved by the business.
Escalation rules
Clear triggers move interactions to people — by topic, sentiment, value or customer request.
Access controls
Operators and administrators see what their role requires.
Interaction logs
Interactions are recorded so they can be reviewed and improved.
Approved knowledge
Responses draw on approved information rather than open-ended generation.
Human review & service monitoring
Quality is reviewed by people, and service performance is monitored over time.
FAQ
Desk FAQs
What is Desk?
Desk is Exodus Markets’ AI-powered customer and voice operations solution. It handles repetitive customer service and voice workflows with AI and automation, and routes complex or sensitive cases to human teams.
Does Desk replace customer service teams?
No. Desk automates repetitive workflows and supports human teams, while complex, sensitive and high-value interactions remain human-led.
Can Desk handle voice interactions?
Voice capabilities depend on the deployment and telephony environment. Where voice is enabled, Desk can support workflows such as incoming enquiry handling, appointment requests, information collection and call routing. We confirm the live voice capabilities for your environment during scoping.
Can Desk connect with our CRM?
Desk is designed to work with customer systems such as CRM and helpdesk platforms. Supported integrations are confirmed per deployment, and any custom integration requirements are scoped during implementation.
Can enquiries be escalated to a human?
Yes. Human escalation is central to the Desk workflow, and escalations carry the interaction summary and context so the customer does not have to repeat themselves.
How is Desk different from Chat?
Chat is your team inbox for messaging apps and web chat. Desk is for customer service and calls. Both pass hard cases to a person, and both work from the same customer records in Base.
Base by Exodus
More apps in Base
Desk is one of four apps on Base. They share the same customers, bookings, catalog and payments, and Ask Base works across all of them.
Desk
Build a more responsive customer operation
Use AI to handle repetition while keeping your people focused on the interactions that matter.