Cyberway: Reinventing System Operations in the AI Era
Ops teams are under pressure: higher uptime targets, lean budgets, and a backlog that never ends. The old model-throw more people at more tickets-hits a wall fast. Cyberway takes a different route: an intelligent operations hub built on an "AI Platform + AI Agents" strategy that connects across your stack, trims costs, and raises service quality in one move.
The goal is simple-stability, speed, and clear visibility-without duct-taping yet another tool on top. This is about making AI the first responder and letting humans handle the edge cases that matter.
In-house AI + Ecosystem: Two Engines, One Platform
- Industry-Academia R&D: A joint AI algorithm research center with the School of Mathematics at Sun Yat-sen University turns theory into deployable capability-faster.
- AI Platform + AI Agents: A developer platform to create, customize, and ship enterprise-grade AI Agents across business domains-think of it as a Generative AI application factory with governance built in.
- Partnered for Private AI: As an officially authorized partner of Dify Enterprise Edition, Cyberway delivers private deployment and deep customization so teams can focus on real pain points-like integrating private data and shipping agents that do work, not demos.
24/7 Digital Workforce For Operations
Cyberway's integrated platform uses a coordinated set of AI Agents to handle volume, escalate the right cases, and learn from every interaction. The result: fewer handoffs, faster resolution, and a knowledge base that gets sharper over time.
1) Intelligent Customer Service
- On-the-spot triage: Add agents, assign skill tags, and let AI route by expertise. AI resolves about 80% of routine questions; remaining complex cases go straight to human experts, and their solutions feed back into the model in real time.
- Risk interception: Emotion probes flag sentiment swings or repeated issues and trigger a transfer-either to AI or an expert-so high-risk sessions get priority.
- Dialogue to tickets: AI clarifies needs, solves simple requests, and escalates complex ones. Human agents create tickets directly, ensuring traceability and accountability end-to-end.
- Intelligent alerts and review: Every interaction is recorded. Teams can audit past chats and workflows, run analysis, and spot root causes to guide staffing and process updates.
2) Email Handling Assistant
- From inbox to action: The assistant reads incoming operations emails, identifies the task, and triggers the right workflow automatically.
- Hands-off approvals: For multi-step approvals, the AI forwards to the right people based on the approval chain. Stakeholders reply "approve" or "reject," and the assistant executes the next step-no manual chasing.
3) Outbound Call Coordination (Logistics Verification)
- Secure field operations: For time-sensitive or high-security logistics, the assistant initiates outbound calls to verify the electronic lock code, location, and license plate.
- Closed-loop unlock: Verification and unlocking run end-to-end through the assistant, reducing mid-transfer risks and keeping delivery flow tight.
4) Operations Knowledge Base
- Continuous learning: Customer chats, ticket outcomes, and verification results automatically sync into the knowledge base.
- Quality dashboard: Teams see where service slips, refine SOPs, and feed better data back to AI Agents so performance keeps improving.
5) Intelligent Data Query
- Granular access: Users can view their own orders and product info-and, when appropriate, analyze subordinate orders and regional data for real sales hierarchy insight.
- AI summaries and RCA: The system answers questions with analysis, surfacing trends and providing a defensible trail for root cause analysis using historical conversations and ticket flows.
Global Delivery, Local Context
Cyberway brings deployment and operations experience across Japan, South Korea, Singapore, Malaysia, Thailand, Australia, New Zealand, and more. The platform adapts to local market rules and practices-whether you're integrating systems, stabilizing incident response, cleaning data, or tuning business processes.
The outcome: smoother operations, controlled costs in competitive markets, and a clear path to AI-driven service that compounds over time.
What Operations Leaders Can Expect
- Lower service costs through AI-first workflows and cleaner escalations.
- Faster response and tighter SLAs with fewer handoffs.
- Consistent quality across channels, backed by full audit trails.
- A knowledge base that improves with every ticket and conversation.
- Decision support for staffing, SOP updates, and incident prevention.
How To Pilot in 30 Days
- Pick one high-volume queue (password resets, logistics verification, or similar).
- Define success metrics: first-contact resolution, deflection rate, average handle time.
- Connect source systems, set skill tags, and specify escalation paths.
- Launch to a limited cohort, review weekly, and tune the knowledge base.
- Expand scope once KPIs hold for two to three cycles.
If your team wants structured upskilling for AI-driven operations, explore this practical certification: AI Certification for AI Automation.
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