Home / Solutions / Next4biz CSM

Autonomous customer service

Next4biz CSM runs every channel from WhatsApp to the contact centre, category-specific workflows and AI on one platform. At Atredia we handle the setup, integration and training, so your team works with its own process from day one.

WHO IT IS FOR

Customer service and operations teams that receive heavy volume across several channels, where more than one team touches the same request and response times are promised to the customer.

TYPICAL IMPLEMENTATION TIME

6-8 weeks

From analysis to go-live. Depends on the number of channels and the integration scope.

AUTONOMY RATE

Up to 90%

Depends on bot and AI agent coverage and on the category structure.

OMNICHANNEL

One conversation, not a pile of channels

Putting channels side by side is not enough. When a customer starts on WhatsApp and continues by phone, the agent should stay inside the same ticket: history, files, forms and the SLA clock should not reset when the channel changes.

Multichannel

Each channel opens its own conversation and its own record. The customer explains the problem again on every channel, teams work with fragments, and the same complaint is counted three times in reports.

Omnichannel

All channels meet in one live conversation. History, attachments and actions sit under one customer and one ticket; when the channel changes, the process continues where it left off.

One ticket, one timeline

The same customer’s phone, email and WhatsApp contacts appear in the flow of the same ticket.

Recognising the customer

Email address, phone number and social account are linked to the same person; repeat submissions are merged.

Forms by category, not by channel

Whichever channel a request comes from, its category’s form and workflow open and missing details are asked for up front.

A shared AI layer

Sentiment analysis, summaries and similar-case suggestions come from the same layer on every channel; there is no separate bot per channel.

Reports without double counting

Volume, handling time, first contact resolution and NPS are calculated without double counting across channels.

EXAMPLE SCENARIO

A customer writes on WhatsApp that an order arrived incomplete, then calls the contact centre in the evening. The agent sees the WhatsApp conversation, the order data and the open ticket on one screen. The customer does not have to start over, and the ticket moves on from the step it was at.

CHANNELS

Wherever the customer writes from

Each channel speaks its own language, yet all of them connect to the same ticket. The screens below show how the platform works per channel.

Live chat

Embedded in your website, your SSO web app or your mobile app through the SDK. The bot greets around the clock and hands over to an agent when needed.

WhatsApp

Customers write in the app they already use. The bot pulls order and account data from integrations and settles the request inside the conversation.

Contact centre

The caller is recognised while the phone is ringing; open tickets, ERP data, sentiment and satisfaction scores come to the screen. Your existing PBX stays.

Self-service

Customers open tickets in the portal, track their status and search the knowledge base. A category-specific form collects what is needed the first time.

Email

Support inboxes are monitored and irrelevant emails are filtered out. Suitable requests are answered with approved templates and integrations.

Social media

Comments, mentions and messages on Facebook, Instagram, X and LinkedIn become tickets, with a draft reply in your brand’s tone.

Review platforms

Reviews on Google, the App Store, Play Store, Trustpilot and Şikayetvar become tickets, and the reply is posted back to the platform.

Marketplaces

Questions on Trendyol, Hepsiburada, Amazon and N11 are monitored; returns, exchanges and shipping checks start a workflow.

BOTS AND AI AGENTS

The bot answers first, a person takes over when needed

Bots open the conversation on live chat and WhatsApp. They are trained on your knowledge base, documents and past cases, and either close the request inside the chat or hand it to an agent with the full context.

Guided Bot

Handles frequent requests that can be solved through a menu. The customer picks a topic and the record status comes from the integrated system.

AI Bot

LLM-based: it understands requests written in free text and resolves them with your documents and web services.

Agent

When a request needs approval or review, an agent takes over the conversation with its full history; the customer does not start over.

The organisation chooses the set-up: Guided Bot and AI Bot together, or AI Bot alone.

AI Agents on written and voice channels

Agents that watch the channels, categorise tickets, prepare replies and start workflows. Every channel is managed within the same structure.

Email AI Agent

Watches support inboxes, sets irrelevant mail aside and settles suitable requests with templates and integrations.

Social Media AI Agent

Watches comments, mentions and messages and drafts replies in your brand’s tone.

Review Platform AI Agent

Turns a review into a ticket and posts the reply back to the platform.

Marketplace AI Agent

Watches Q&A sections and starts workflows for returns, exchanges and shipping.

Self-Service AI Agent

Predicts the category, asks for missing details, opens the ticket and resolves it where possible.

Contact Centre AI Agent

Recognises the caller, shows open tickets and customer data, and completes the transaction where possible.

The AI features (AI Bot, AI Agent, PRIME, Issue Intelligence, InsightX) run inside Next4biz CSM and are licensed separately. We decide together during analysis which of them pays off on which channel.

PRIME AND ISSUE INTELLIGENCE

Noise in the inbox is filtered at the door

Not everything that arrives from email, social media, review sites and marketplaces is a ticket. PRIME sets aside what does not need handling and gives the rest a type and a priority. Issue Intelligence then classifies each ticket against your category tree and starts the right workflow.

Filtering

Emojis, context-free short messages, mailing-list traffic and misdirected emails are set aside or given low priority.

Type and priority

Each valid message is marked as a request, complaint or information request, with its urgency.

Automatic reply

Auto-Responder fetches order, delivery or account data from your systems and answers in the channel the request came from.

Categorisation

Issue Intelligence learns from past tickets and your category tree, and guides the agent during the call in the contact centre.

The right flow

The workflow or automation for the chosen category starts; manual categorisation and misrouting drop.

SUPERVISOR BOT

An assistant working next to the agent

The Supervisor Bot reads the conversation, the case history and company policies together. It brings agents, supervisors and back-office teams a draft reply, a suggested next step and the relevant knowledge article. The final decision always stays with the team.

Draft reply

Prepares the customer reply or an internal note as a draft; the agent decides whether to send it.

Next step

Suggests likely causes, a step-by-step resolution and the questions to ask.

Policy reminders

Reminds the team of return, compensation or exception rules for that case.

Trained on your knowledge

Fed by your knowledge base, product manuals, internal documents and past tickets; it picks up patterns from similar cases.

WORKFLOW AND SLA

A request that does not close at first contact enters a process

Every category gets its own flow, form, checklist and time limit. Managers see at a glance which step a request is at, who holds it and for how long. A warning comes before the deadline, and escalation starts on its own when it passes.

Step-by-step flow

A flow grows by as many steps as needed. Each step has a responsible team or person, a task and a form.

Time limits and warnings

Every step gets a deadline. A warning goes out as it approaches; once it passes, escalation, reassignment or a notification starts by itself.

Conditional paths

VIP customers take a faster path, high-value transactions get an extra approval step.

Forms and checklists

Required data and documents are collected step by step; work does not move on until the checklist is complete.

Full audit trail

Every action, decision and timestamp is recorded and can be reviewed for quality, compliance and training.

Root cause and CAPA

Structured data collected along the way feeds root cause analysis and corrective and preventive actions.

EXAMPLE: THE “MISSING ITEM” CATEGORY

1

The ticket opens

The category form asks for the order number, delivery date and missing item; the customer attaches a photo of the box or invoice.

2

The flow starts

The customer is informed, the delivery record is checked and a task is assigned for store confirmation.

3

Deadline risk

If store confirmation is late, the system warns in advance; once the 4-hour limit passes, the case goes to the regional manager with full context.

4

Resolution

The refund and, depending on the customer tier, compensation are completed; the customer is informed on their preferred channel and the checklist is closed.

5

Prevention

Closing data feeds category dashboards and the root cause report; a corrective action is opened for a recurring error.

NO-CODE

No IT queue to change a process

The category tree, forms, workflows, agent scripts, bot menus and message templates are built with visual editors. The team that knows the process makes the change; IT connects the integrations once and gets back to its own work.

Category tree

Categories and sub-categories, responsible groups, and each one’s form and flow.

Forms

Category-specific fields, validations and form rules.

Business rules

If/then rules for routing, approvals, notifications and triggers.

Agent scripts

Category-specific scripts that guide the agent step by step during a call.

Guided Bot menus

Flows that greet customers with a menu and pass them to the AI Bot or an agent when needed.

Message templates

Approved templates for email and chat; the same tone on every channel.

Business team

Sets up a new category, form, flow or SLA itself within days. No change request, vendor quote or purchasing cycle.

IT

Connects SSO, ERP, CRM and order systems once. The business team then uses that data in flows without touching the integration.

Governance

Role-based permissions and a change log show who changed what.

INSIGHTX AND ANALYTICS

“How is our customer service doing?”

InsightX (Summarisation Services) summarises the tickets of a period you choose with AI and answers that management question. It produces a summary to read, not a report: the core problems, their root causes and where to start.

01

What are our core problems?

The topics customers complained about most in the chosen period.

02

What upsets our customers most?

The standout sources of dissatisfaction and the issue that bothers customers most.

03

How are problems distributed, and what are the root causes?

The thematic spread and the cause behind each theme.

04

Where should we start?

Suggested corrective actions and quick wins you can take right away.

Sentiment analysis

Every ticket is tagged happy, neutral or unhappy; a 5-level satisfaction score is derived from the customer’s tickets, so churn risk shows early.

Ticket forecasting

It forecasts how many tickets each category may bring next period, so capacity can be planned ahead.

Dashboards and BI

Ready dashboards for volume, SLA compliance, first contact resolution and team performance. It connects to Turboard, with APIs ready for Power BI, Tableau and Qlik.

INTEGRATION

ERP and CRM data on the agent’s screen

Order, account, policy or warranty data comes to the ticket screen, and bots use the same data. Atredia builds and commissions the integrations.

Core systems

Customer, account, order, policy and request data are synchronised through two-way REST APIs and webhooks. Message brokers such as Kafka and RabbitMQ are supported.

Inventory layer

Integrated data is kept in the platform’s own inventory. Forms, rules and flows use this layer, so no-code configuration is not affected by integration changes.

Identity

SSO with SAML 2.0, OAuth2 and OpenID Connect; LDAP and Active Directory; optional SCIM for user and group sync.

Embeddable components

Self-service, ticket and chat views are embedded in your portal and apps as iFrame or JS components, with an SDK for mobile.

SECURITY AND COMPLIANCE

Where will the data live?

The organisation chooses the data centre: Türkiye, the European Union, the United Kingdom or the USA. When Türkiye is chosen, the application, the data and the backups stay within Türkiye; KVKK compliance is committed in writing.

Data centres

Türkiye, the European Union, the United Kingdom and the USA. Data stays in the chosen location.

KVKK and GDPR

A KVKK commitment, personal data kept in the country, and GDPR compliance.

Security frameworks

Information security, data privacy, independent audits, data retention and disposal, business continuity.

IYS

Works integrated with the Turkish commercial messaging registry (İYS).

INDEPENDENTLY AUDITED CERTIFICATIONS

ISO/IEC 27001

ISO/IEC 27701

ISO 22301

ISO 10002

ISO 9001

BS 10012

ROLL-OUT WITH ATREDIA

From analysis to go-live in 6-8 weeks

As the distributor of Next4biz CSM in Türkiye, we provide the licence, setup, integration, training and ongoing support from one team. The timeline depends on the number of channels and the integration scope.

TYPICAL IMPLEMENTATION TIME

6-8 weeks

From analysis to go-live. Depends on the number of channels and the integration scope.

AUTONOMY RATE

Up to 90%

Depends on bot and AI agent coverage and on the category structure.

01

Analysis

We map your channels, request categories, current response times and the systems to connect.

02

Configuration

We build the category tree, forms, workflows, SLAs and bot menus.

03

Integration

We connect the channels, the contact centre and your ERP and CRM systems.

04

Training and go-live

We train agents, team leaders and the business team that will own the process, then go live.

05

Support and improvement

After go-live we watch the dashboards with you and refine categories and flows based on the data.

USER REVIEWS

What Next4biz users say

The reviews below come from organisations using Next4biz CSM, quoted as published by Next4biz.

We started responding to 99% of requests within 50 seconds.

We started responding to 99% of requests from our webchat and WhatsApp channels within 50 seconds. As satisfaction rates on these channels increased, our customers' preference to use our channels again also increased. 80% of our customers who receive service through digital channels now prefer to use this channel again.

Customer Service Manager / Retail

With Next4biz, we reduced SLA times...

Previously, it took 15 days to complete a consumer visit outside Istanbul. But with Next4biz, we reduced SLA times to 1 week on both the factory side, customer communication center side, visit side, and product review side.

Senior Customer Contact Center Manager / Retail

We honestly imagined whether AI could handle this, and now we see it coming true with this solution.

Can we automatically respond to a large portion of our calls by processing this data with an artificial intelligence mechanism? Can AI handle this? We honestly imagined whether AI could handle this, and now we see it coming true with this solution.

HR, Training & Quality Group Manager / Banking

FAQ

Most asked questions about CSM

What is the difference between omnichannel and multichannel?

In multichannel each channel opens its own record, and the process restarts when the customer switches channel. In Next4biz CSM all channels join under the same customer and the same ticket; the SLA clock, forms and attachments stay with the case even when the channel changes.

Do we need to replace our contact centre infrastructure?

No. Next4biz CSM works with cloud or on-premise PBXs that support CTI. When a call comes in, the customer is recognised and their details appear on the agent’s screen.

What happens if a bot gives a wrong answer?

The Guided Bot works within defined menus and takes its data from integrations. The AI Bot answers from your own sources and within your policies; when unsure or when approval is needed, it hands the conversation to an agent with its full history. Every step is logged and auditable.

What data is the AI trained on?

Your knowledge base, documents, FAQs, reply templates and past cases. It reaches customer and order data through APIs; general internet content is not used as a source for answers.

How are AI features licensed?

AI Bot, AI Agent, PRIME, Issue Intelligence and InsightX run inside the same product but are licensed separately. During analysis we decide together which ones each channel needs and prepare the proposal accordingly.

Will our data leave the country?

If you choose the Türkiye data centre, the application, data and backups stay in Türkiye. For AI there are also options where data is kept in Türkiye or runs on your own infrastructure.

How long does set-up take, and who does it?

A typical set-up takes 6-8 weeks from analysis to go-live; the number of channels and the integration scope set the pace. The Atredia team runs the analysis, configuration, integration, training and post-launch support.

PACKAGES

Atredia EXP packages

We have packaged the CSM platform by channel, user and automation tier. You can see the full contents and monthly pricing of all three tiers on the packages page.

See our packages

Let us show you how CSM would fit your organisation.

Request a demo