Live use cases
36 use cases our customers run live on Open today, across chat, voice, email, WhatsApp, and social. Search them, filter them, and steal them for your own stack.
Showing 36 of 36 live use cases
01 · Inbound
The front line: AI resolving the conversations your customers start, on every channel.
AI Layer on top of Existing Helpdesk
Open sits on top of your existing helpdesk (Zendesk, Intercom, Salesforce, Freshdesk, HubSpot, and more) and resolves 60-80% of inbound queries automatically across chat, email, voice, and social. No migration needed.
AI Layer on top of Existing Helpdesk
Open hands off to human agents invisibly in the same thread with full conversation context. The customer never notices the switch.
Smart Routing
AI classifies intent and routes to the best-skilled human agent with full context. Priority-based routing for VIP customers.
Assist Mode
While a human agent is on a call or chat, AI listens and reads silently in the background, instantly surfacing relevant KB articles, policy updates, and the next best action directly on their screen.
Multi-Language
One AI agent speaks 60+ languages with native pronunciation. Available 24/7 across all channels. No per-language staffing needed.
Knowledge Management
Open tracks which knowledge sources cause AI-to-human escalations. Clusters gaps by impact. Suggests exact content to add or fix. Your knowledge base maintains itself.
AI Voice Support
AI Voice handles calls with natural human-like conversations. Supports 6+ languages with native pronunciation. Handles up to 500 concurrent calls, no hold times ever.
AI Voice Support
Clone your brand voice by using actual voices of your team, or create custom voices. Customers won't know they're talking to AI.
AI Social Support
AI responds to Instagram DMs and Facebook Messenger instantly. Handles story mentions and comment replies. Can escalate to humans seamlessly.
AI Social Support
AI monitors post comments and responds automatically, handing off sensitive issues to a human agent.
AI Email Support
AI responds from your domain within minutes. Reads attachments (screenshots, PDFs, invoices). Remembers full email history so customers never repeat themselves.
AI Email Support
One dashboard for all inboxes with smart routing. AI handles each inbox with different knowledge and tone. Automatic routing to the right team.
Security
AI handles secure upfront verification (account numbers, PINs) before passing to a live agent. Masks PII data so human agents never see or hear sensitive credit card or social security numbers.
AI Chat Support
AI Chat widget on your website provides instant answers with rich media (images, videos, buttons, carousels). Handles returns and account changes, not just FAQs. Proactive chat triggers based on user behavior.
02 · Outbound
Proactive by default: AI reaching out for sales, retention, and support before customers have to ask.
Sales Outreach
AI calls or chats with inbound leads to qualify them against your criteria. Updates your CRM automatically. Only passes hot leads to sales reps.
AI Voice Outbound
AI makes personalized reminder calls at scale. Confirms appointments, reminds about upcoming payments, and alerts customers about expiring subscriptions.
AI Voice Outbound
AI calls customers 24-48h before a key event with a personalized upsell offer. Natural conversation with objection handling.
AI Voice Outbound
AI calls customers after key interactions to check satisfaction and address any remaining issues. Feeds insights back into your systems.
AI Voice Outbound
AI calls with polite and professional payment reminders. Escalates to humans only for disputes. Handles payment plan discussions.
AI Outbound Sequences
Open sequences outbound communication across voice, email, SMS, and WhatsApp. Conditional logic adapts the sequence based on customer responses.
AI Outbound Sequences
AI calls customers for NPS/CSAT surveys with natural conversations. Gets deeper qualitative feedback than forms ever could.
AI Outbound Sequences
AI contacts at-risk or recently churned customers via voice, email, or SMS with personalized retention offers. Captures churn reasons.
03 · Customer Insights
Every conversation, turned into product and CX intelligence your teams act on.
Root Cause Analysis
AI analyzes every conversation to identify root causes, not symptoms. Is it a confusing UI, a broken feature, missing documentation, or a process gap? You get clarity.
Root Cause Analysis
Open tracks which KB articles lead to AI escalations and customer confusion. Ranks articles by quality and suggests improvements.
QA & Performance
Built-in QA tools let you audit AI responses, track accuracy, confidence levels, and customer satisfaction per response. Identify areas for improvement.
QA & Performance
AI detects conversations about new features, clusters feedback (positive, negative, confused), and delivers structured reports to product teams.
Product Intelligence
Customer Insights analyzes every conversation across all channels. Clusters feature requests by volume and impact. Auto-generates Jira tickets with full context, affected user count, and priority.
Product Intelligence
AI identifies bug reports in conversations, clusters similar reports, quantifies the number of affected users, and creates prioritized Jira tickets with full reproduction context.
Customer Sentiment
Customer Insights analyzes sentiment in real time across every channel. Tracks trends over time. Alerts you to sudden drops before they become crises.
Customer Sentiment
AI flags customers showing signs of frustration or churn risk based on conversation patterns. Triggers proactive outreach or account manager alerts.
Competitive Intelligence
AI detects competitor mentions across all support channels. Clusters themes (pricing, features, UX) to show exactly where you win or lose against each competitor.
04 · Agentic Workflows
Multi-step, multi-party processes running end-to-end with no human coordination.
Complex Communication
Agentic Workflows orchestrate multi-party communication automatically. Call party A, if they confirm, email party B, then update party C and the CRM. All autonomous.
Revenue Workflows
Workflow identifies satisfied customers (based on CSAT and conversation sentiment), then triggers a personalized review request via their preferred channel. Routes unhappy customers to support first.
Revenue Workflows
Workflow triggers X days before renewal: AI call to discuss experience, offer upgrade or discount, confirm renewal. Adapts sequence based on customer response and history.
Operations Automation
Agentic Workflow qualifies leads via AI conversation (voice or chat), scores them against your criteria, updates your CRM with structured data, and routes hot leads to sales instantly.
Operations Automation
Workflow handles end-to-end: AI books the appointment via conversation, sends calendar invite, makes reminder call 24h before, handles rescheduling requests automatically.
Most use cases go live in days, not quarters, on top of the helpdesk and phone system you already run.
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