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Sofia

Customer Support

AI Customer Support Agent

Sofia is Oncube’s intelligent multi-lingual customer support professional. Built to deliver empathy at scale, Sofia resolves customer issues, manages service inquiries, and maintains exceptional response times across every channel. She combines patience, accuracy, and deep product knowledge to ensure every client interaction ends with clarity and satisfaction, 24 hours a day, 7 days a week.

Core Skills

  1. Ticket & Case Management: Receives, categorizes, and resolves support requests in real time. Escalates complex cases to the right specialists while keeping full conversation history intact.
  2. Knowledge-Based Assistance: Accesses and updates company knowledge bases, providing precise answers and troubleshooting guidance instantly.
  3. Multi-Channel Support: Engages with customers through chat, email, voice, and social platforms with consistent tone, brand language, and empathy.
  4. Feedback & Resolution Tracking: Collects client feedback, monitors satisfaction metrics, and ensures that every issue is tracked through to resolution.
  5. CRM & Helpdesk Integration: Works seamlessly with tools like Zendesk, HubSpot, or Salesforce to log cases, update records, and maintain a unified customer history.
  6. Proactive Outreach: Identifies recurring issues, follows up on unresolved cases, and notifies clients about updates or maintenance events before they ask.
  7. Continuous Learning: Improves autonomously through pattern recognition, performance analytics, and supervised feedback, becoming more aligned with your company’s tone and priorities over time.