Configure your skills and rules
Calibration is how an Aether agent learns your way of working. Your policies, tone of voice and process steps are written down once, kept for your business alone, and applied by every agent the same way, every time.
What we calibrate
Everything a good new hire would need to learn before working on their own.
Your policies
- Refund limits, approval thresholds, required checks, and anything the agent must never do.
Your tone of voice
- Formal or friendly, the words you use and the ones you avoid, how you sign off.
Your process
- The order checks happen in, which system gets updated, and what counts as done.
Your hand-offs
- Which cases go to a person, which person, and what they need to see to decide.
Same agent, different rules
One support agent serving two of your brands. The agent is the same; each brand's rules are its own.
| Your premium brand | Your value brand | |
|---|---|---|
| Refunds without approval | Up to $200 | Up to $50 |
| Goes to a person | Any complaint about a late delivery | A second contact about the same order |
| Tone of voice | Formal, uses the customer's surname | Friendly, first names |
When your rules change
Changes are deliberate and visible, and nothing is slipped in quietly.
You tell us what changed
A new refund limit, a new product, a new step in the process.
We update the rule
And check it against real examples of your work.
It's released as a new version
With a note of what changed, so anyone can see what's different.
Every agent follows it
From that moment on. The previous version is kept, in case you need to go back.
Questions about your rules
How does an agent know our policies?
We write your policies, tone of voice and process steps down with you and keep them in Calibration, the part of Aether that holds your rules. The agent works within them, and when they change we release a new version so every agent follows the update.
What does an agent do when it isn't sure?
It hands the case to your team. You decide which situations an agent must never settle alone, and those go to the right person with the full history attached, so nobody has to start over.
Can different brands or teams have different rules?
Yes. Each brand, region or team can have its own rules, and the same agent applies the right set to each case.
Do we have to rebuild the agent when a policy changes?
No. Your rules are kept separately from the agent, so one change reaches every agent that uses it without rebuilding anything.
Talk to us about your process
Bring us one process. We’ll map the skills, rules and integrations, and help you choose cloud, on-premises or a managed service.