Customerly Aura is an AI customer service agent launched by Customerly, positioned as an automated system capable of actually solving customer problems and handling tickets end to end, rather than a common AI assistant that only provides replies.
Purpose Customerly Aura is designed to automatically handle customer support tickets, reducing manual intervention and escalations. It understands customers' true needs, extracts information from the knowledge base, billing systems, and customer data, and performs the corresponding actions to complete requests, covering the entire process from first contact to final resolution.
Main capabilities
- Data access and complete resolution: Connects to the knowledge base, billing, and customer data, going beyond simple FAQ matching to directly resolve tickets without escalation.
- Autonomous retention and refunds: When customers are dissatisfied, Aura can offer alternatives, fixes, or incentives, and if the issue still cannot be resolved, it can handle refunds on its own, thereby retaining at-risk customers or reducing refunds.
- Human escalation: It is self-aware and escalates issues to human experts when necessary, and human agents can also step in at any time.
- Cross-channel coordination: Supports live chat, email, WhatsApp, Facebook Messenger, and mobile apps, breaking down channel silos and enabling unified orchestration across multiple channels.
- Traceable conversations: When analyzing Aura conversations, the basis for answers can be viewed, such as which flow was triggered or which knowledge base article was used.
- Direct integration and decision-making: Connects billing, product, and customer systems to perform real actions; built-in decision-making capabilities determine what to do, what data to use, and when to escalate, without the need for continuous manual rules.
- Intent-based resolution and multi-step workflow automation: Understands what customers want to accomplish and completes the request, handling the full workflow from request to resolution, including data retrieval, actions, and confirmation.
How to use According to the official promotional steps: connect existing systems and select the first batch of use cases; work with Customerly to define the handling process for each type of request (what the AI can do, what data it uses, and when to escalate); start with a small scope of real tickets and gradually expand to the entire organization once reliable.
Applicable scenarios Suitable for scenarios where customer support teams want to automate the handling of common requests, reduce response times, and decrease escalation volume. Cases mention that BRUM uses it to automatically screen all inbound leads so that the human team only communicates with important customers; WeShoot reduced response time from more than a day to 15 seconds, with Aura autonomously completing appointments; Fatture in Cloud reallocated internal resources through AI, allowing human customer service to focus on complex cases.
Limitations and billing
- Each AI-assisted conversation consumes one AI Conversation Credit, regardless of the number of subsequent messages, as long as Aura actively participates (answers or performs tasks), it counts as one AI conversation.
- Plans include a certain number of credits, which can be topped up at any time, and credits never expire. Pay-as-you-go AI conversations cost €0.50 each, with a prepaid discounted price of €0.45 each.
- Interactions are defined as incoming user messages, sent emails, or survey responses, and are billed based on actual usage. Overage interactions are billed on a pay-as-you-go basis starting at €0.99 per 1,000 interactions.
- Most teams can scale with the Growth or Ultimate plans.
Other facts Official materials do not provide specific technical architecture, supported programming languages, or detailed deployment environment requirements.
