AI customer experience operations
Know how your customers feel.
Before they leave.
Resatisfy runs the visit itself — check-in, the live wait, a concierge that answers from your own knowledge base, and a recovery case that opens the minute the wait breaks the threshold you set. Not a survey you read three days later.
It runs on the screens already in the room. The desk, the wall display, an advisor’s phone and the customer’s own — nothing to install on either side.
| Customer | Service | Wait | Staff | Status |
|---|---|---|---|---|
| John Reyes | Express oil change | 8m | Derek Hollis | Waiting |
| Alex Duarte | Tire service | 36m | — | Waiting |
| Maria Delgado | Service appointment | 38m | Chris Boone | Called |
| Ingrid Lindqvist | Service appointment | 24m | Monica Reyes | In service |
- 01Threshold
- 45 minutes, set by a manager on this location — not a product default.
- 02Breach
- The row changes state the minute it crosses, with nobody standing at the board.
- 03Response
- Two actions fire from that: the customer is messaged, the floor is told who and why.
The gap
The visit goes wrong at minute 45. You hear about it on day three.
Nothing in a normal waiting room reports itself. The frustration is silent, the walk-out looks identical to a completed visit, and the first durable record of the whole thing is written by someone who is not coming back.
One visit · Fairfax BMW
0 min
Alex checks in for tire service.
Quoted 30 minutes at the desk.
18 min
He asks how much longer.
Nobody logs the question.
45 min
The wait passes every estimate he was given.
No one on the floor is told.
62 min
He leaves without saying anything.
Recorded as a completed visit.
Day 3
A one-star review appears. It is the first time anyone at the business learns that any of the previous four things happened — and the only person who can still act on it is a stranger reading the review.
Resatisfy moves that moment from day three to minute 45. Below is the same visit, run on the product, one step at a time.
One visit, end to end
Watch the loop close on one customer.
Alex Duarte, Saturday morning, tire service at Fairfax BMW. The same person all the way down the page — arrive, assist, serve, listen, recover, improve. Keep scrolling and the visit moves.
- Arrive
- Assist
- Serve
- Listen
- Recover
- Improve
Alex Duarte · Tire service
Fairfax BMW · visit 4821
0m
Checked in
Scanned the code at the service drive · no app, no clipboard
Service
Tire service
Location
Fairfax BMW
Position
3rd in line
Quoted wait
30 min
The estimate is fitted on this location's own history for this service at this hour, not a flat default typed into a settings page.
01Arrive
Alex scans the code at the service drive.
He picks tire service and lands on his own visit page. From this second the visit is something the business can watch — position, elapsed time, who is assigned — instead of a name on a clipboard.
02Assist
Eighteen minutes in, he asks how much longer.
The concierge answers from his actual visit rather than a canned range: second in line, about eleven minutes left, and an offer to hold his place if he would rather wait somewhere else.
03Serve
At minute 45, the threshold breaks.
Forty-five is a number a manager set on this location. Crossing it is an event — so the visit stops being invisible at the exact minute it goes wrong, with nobody standing at the board watching for it.
04Listen
He replies, and the reply reads critical.
Sentiment is scored on the sentence he wrote. Two actions fire from that trigger: a specific update goes to his phone, and the staff on the floor are told which customer and why.
05Recover
A case opens with the next action already written.
Not an alert saying something is wrong. A case that says what is wrong, what to do, who owns it and how long it has been open — and Rachel gets it while Alex is still in the building.
06Improve
The same three hours keep producing cases.
One case is an incident. A window that fills up with them is a staffing question, and the capacity simulator answers it in advisors and minutes against this location's own history.
Resatisfy AI
An assistant that only knows your business.
Not a chatbot that read your website once. It answers from the knowledge base your team writes and from the customer’s live visit — and it shows its source. Ask it something you never published and it hands the question to a person instead of inventing an answer.
Ask XCAL
on the customer’s own visit pageHow much longer for my lane?
Knowledge base
XCAL Shooting Sports & Fitness
- Do I need a membership?
- Bringing your own firearms and ammunition
- Age requirements
- Rentals — firearms and gear
- Lane reservations and the weekend wait list
- Range pricing
- Private instruction
- Founder's Club
Your team writes these. The assistant may answer from them and from the live visit, and from nothing else.
Who decides
Forty-five minutes was a decision. So is what happens next.
Every step of Alex's visit ran on a journey somebody drew on a canvas — trigger, conditions, steps — with a run log showing exactly which visits it touched and what it sent. Move the threshold to thirty minutes on Saturdays and it takes a manager a minute, not a release.
Triggers
- Customer checks in
- Wait exceeds threshold
- Customer nears the front
- Service starts
- Visit is completed
- Negative sentiment detected
- No staff update for a period
- Feedback is submitted
- Appointment reminder due
- Customer leaves the queue
Actions
- Message the customer
- Alert staff
- Open a recovery case
- Request feedback
- Request a public review
- Change priority
- Enable the AI concierge
Proactive wait update
Triggers
Logic
Actions
Trigger
Wait passes 20 minutes
Cooldown 25 minutes
Condition
Visit status is not In service
Yes →
Action
Text the customer a real position
SMS · {{visitLink}}
Action
Alert the manager on shift
In-app + Slack · Warning
Compiles to the same trigger, conditions and actions the engine already runs.
Where it lives
One visit, on three screens that are already in the room.
Alex's visit is a single record. The wall board shows it to the room with his surname masked, the floor view puts it in an advisor's pocket, and his own phone shows him exactly what everyone else is looking at.
Floor mode
Fairfax BMW
John Reyes
8m
Express oil change · Derek Hollis
Sarah Whitfield
27m
Walk-in service · —
Alex Duarte
54m
Tire service · —
Floor mode — staff
The same queue on a phone, filtered to who needs attention right now.
Premier Auto Group
Fairfax BMW
You're checked in
Thanks Daniel. We've got you.
Est. wait
26m
Ahead
3
Checked in
In queue
In service
Complete
Ask us anything
Can I leave and come back?
Absolutely, Daniel. Tap “Leave & notify me” and I'll text you when you're about 10 minutes from being up. Your place in line is held.
Visit page — customer
No app and no login. A link that stays live for the length of the visit.
Across a group
The same loop at every location, on one score.
Organizations, locations, departments, services and staff are modelled properly rather than bolted on, and six roles from super admin to analyst are enforced server-side on every query — a location manager sees their location, not the group. Which means the group view is a comparison you can trust.
Tysons
Healthy0
CX score
Group average 77
Alexandria
Watch0
CX score
Group average 77
Fairfax
Warning0
CX score
Group average 77
Seeded demo group. Fairfax is the location Alex was waiting at — the gap you can see here is the same one his case came out of.
The platform
Six modules, one operating system for the visit.
Resatisfy Flow
Digital arrival and queue management at the desk, on the wall display for the room, and on a phone for the floor.
Resatisfy AI
A concierge tied to the live visit and grounded in your knowledge base, that escalates to a person instead of guessing.
Proactive AI
Journeys that reach out before the customer has to — on your thresholds, your wording, your locations.
Resatisfy Pulse
Feedback as a conversation, with follow-up questions written from what the customer actually said.
Resatisfy Recover
Automatic case creation, manager alerting, SLA tracking, and outcome reporting that records the misses too.
Resatisfy Insights
Executive analytics, plain-language questions answered from your own data, and a capacity simulator that prices the fix.
Know how your customers feel. Before they leave.
See Resatisfy running against a three-location dealership group with 90 days of real operating data.