User Ops
AI for customer and user operations
Resolve more, sample less, and understand every conversation instead of the one percent you had time to read.
Care organisations have spent two decades optimising a model built on scarce human attention: sample a fraction of interactions for quality, deflect what you can, and accept that most of what customers tell you is never read. Agentic AI removes the scarcity constraint. Magnigent deploys agents on the front line for containment, behind the line for diagnostic preparation, and above the line for quality and insight — with your supervisors owning the judgement calls and the brand voice.
Use cases
Where user ops gets automated first
Tier 1 resolution
Handle the high-volume, well-specified requests end to end across chat, email, in-app and social, with a clean handover when the case needs a person.
Tier 2 diagnostic preparation
Pull account state, recent changes and prior contacts into a single diagnostic brief so the specialist starts at minute ten, not minute one.
Complaint and escalation management
Track deadline-bound complaints, draft regulator-ready responses, and keep the evidence trail intact through every hop.
Billing dispute handling
Reconstruct the charge, test it against the plan and the promotion, and prepare the adjustment with the reasoning attached.
Order fallout management
Detect stuck orders, diagnose the failed step, retry what is safe to retry, and package the rest for human intervention.
Fraud and abuse review
First-pass review of account takeover, promotion abuse and chargeback signals, with the case file assembled for the analyst.
Interaction QA at 100%
Score every interaction on every dimension you care about, with per-agent coaching notes — not the one to two percent a sampling model reaches.
Voice-of-customer synthesis
Turn the full contact corpus into ranked product defects and roadmap signal, refreshed continuously rather than quarterly.
Knowledge base operations
Detect help content that went stale the moment the product shipped, draft the correction, and route it for approval.
Multilingual coverage and QA
Extend coverage into new languages and audit tone, accuracy and policy compliance across all of them.
How it works
From tacit process to supervised operation
Every engagement follows the same four moves, whichever function it starts in — run by a forward deployed engineer embedded with the team that owns the process.
Ground the agents in your knowledge
Help centre, policy documents, past resolutions and product changes are structured into a retrieval layer with evidence and citation, so answers trace back to a source.
Define containment and escalation
You set what an agent may resolve, what it must escalate, and what it may never say. Permissions and guardrails are enforced at the runtime, not in the prompt.
Run supervised, measure honestly
Containment rate, CSAT, first-contact resolution and cost per resolved contact are reported per process — alongside the escalations the agent got wrong.
Close the loop
Failed conversations feed back into the knowledge layer and the evaluation set, so the next week's performance is better than this week's.
Industries
User Ops in context
Telecom
CSPs, MVNOs, wholesale
See TelecomRetail
Commerce, merchandising, service
See RetailInsurance
Underwriting, claims, servicing
See InsuranceOther operations: Tech OpsFinance OpsPeople OpsProcurement OpsRevenue Ops
Let's talk about the first process
Tell us the operation that costs the most and is documented the least. We will tell you honestly whether it is a good first candidate.