Receives
- Tickets, email and forms
- Attachments and screenshots
- Authorised product or order events
- Previous responses and feedback
Give support the context before giving an answer.
The AI employee classifies requests, consults procedures and prepares or executes authorised responses. Sensitive complaints and out-of-policy situations are handed to an adviser.
Controlled executionSUBSTI / RUN-284
- 01Mission
Supplier invoice received
- 02Plan
Read · reconcile · enter · verify
- 03Memory
Procedure AP-04 and supplier record
- 04Tool
ERP opened through a controlled session
- 05Exception
Purchase order variance detected
- 06Human
Validation requested above threshold
- 07Trace
Action closed and execution logged
Operating model illustration. This is not a product screenshot.
AI employee scope
From incoming information to a controlled hand-off.
Understands
- Identity and record context
- Intent and urgency
- Category and procedure
- Sentiment as a signal, not an automated decision
Searches
- Current knowledge base
- Authorised customer history
- Order or service status
- Known incidents and approved responses
Executes
- Classify and route a ticket
- Prepare a sourced response
- Request missing information
- Update status
- Perform an authorised standard action
Checks
- Requester rights
- Procedure version
- Consistency with the actual record state
- Sensitive data in the response
- Commercial or legal commitments
Hands to people
- Complaint or vulnerable customer
- Out-of-policy request
- Legal or security risk
- Compensation or cancellation
- Repeated action failure
You define the autonomy of your AI employees.
Assistant
The AI employee researches, analyses and prepares. A person performs the action.
- Research
- Analyse
- Prepare
Preparer
The AI employee prepares a complete action and waits for approval before execution.
- Prepare the action
- Explain checks
- Wait for approval
Operator
The AI employee performs authorised actions, flags exceptions and preserves a trace.
- Execute authorised actions
- Check the result
- Flag exceptions
Manager
The AI employee coordinates several processes or AI employees and involves people at critical stages.
- Coordinate
- Apply rules
- Manage dependencies
- Escalate critical stages
Exceptions
What stops or escalates.
- Unverified identity
- Contradictory information
- Undocumented incident
- Unavailable tool
- Out-of-scope multilingual request
KPIs
What to measure.
- First-response time
- Backlog
- In-scope resolution rate
- Justified handoff rate
- Reopened records
Integration
What it can use.
- Helpdesk and CRM
- Email, chat and forms
- Knowledge base
- Authorised order, product or billing tools
- Telephony depending on scope
Compatible processes
Begin with one bounded and repeatable mission.
01Classification and routing
02Responses to documented requests
03Order follow-up
04Missing-information collection
05Controlled updates and closure
Indicative subscription: around €1,000 per month per AI employee, plus integration setup. Final scope depends on software, volumes, controls and infrastructure.
FAQ
Questions before scoping.
Does Substi answer every request?
No. Scope, languages, actions and handoff rules are defined before deployment. Unknown cases are handed off rather than improvised.
How is an answer based on an outdated article avoided?
The memory can index version, date, department and publishing status. The organisation remains responsible for withdrawing or replacing obsolete content.
Which role should work differently tomorrow?
Tell us about a function, a volume and the software involved. We will identify the first scope to turn into an AI employee.
Book a demo