Smart Operating Procedures: Transforming Customer Service with AI-Powered Workflow Automation
IrisAgent has launched Smart Operating Procedures (Smart OP), a platform that turns plain-English SOPs into live, automated workflows. No code. No waiting on engineering. Support teams write steps the way they already do, and Smart OP executes them across tools and channels.
The result: faster resolutions, fewer manual errors, and a consistent customer experience at scale. Early adopters report up to 40% quicker handle times and noticeable drops in process mistakes.
What Smart OP Actually Does
- Converts written SOPs into actionable, AI-driven workflows.
- Integrates with CRMs and ticketing tools like Salesforce and Zendesk, plus payment and logistics systems.
- Builds in governance for compliance, audit trails, and approvals.
- Lets teams simulate end-to-end workflows before going live.
- Automates repetitive tasks while keeping humans in control for sensitive steps.
Why Support Leaders Care
- Fewer tickets stuck waiting on a custom script or admin change.
- Policy updates roll out instantly across teams and channels.
- Escalations are routed based on data, not guesswork.
- Compliance is baked into the process, not added after the fact.
- Frontline managers can refine flows without adding to engineering backlog.
"Smart OP puts the power of automation directly into the hands of customer service professionals," said Palak Dalal Bhatia, CEO of IrisAgent. "With Smart OP, teams can transform static SOPs into living, learning workflows that drive consistent, high-quality service at scale."
How It Works Day to Day
- Plain-English instructions in, workflows out: Write "If order status is 'shipped' and customer reports non-delivery, trigger carrier check, verify address, pre-authorize refund, and notify the customer." Smart OP turns that into an executable flow.
- Human-in-the-loop where needed: Keep approvals for refunds over a threshold or compliance-sensitive changes.
- Smart escalation: Auto-assign based on product, severity, SLA risk, or customer tier.
- Simulation before launch: Test with real data to see bottlenecks, edge cases, and handoffs.
- Governance and auditability: Every step has an owner, version, and trail.
Practical Use Cases You Can Deploy Fast
- Refunds and chargebacks: Verify order and payment, check fraud signals, request manager approval if needed, issue refund, update CRM and accounting, send confirmation.
- Subscription changes: Authenticate, adjust plan, prorate billing, update entitlements, confirm via email and in-app.
- Outage communications: Detect spike, notify status channel, update macros, route VIP customers to a priority queue, post updates at set intervals.
- Warranty and RMA: Validate eligibility, generate label, schedule pickup, trigger replacement order, close with survey.
- Compliance checks: Enforce consent, redact sensitive data, log approvals for audits.
Early Results
Teams using Smart OP report up to 40% faster resolution times and fewer process errors. Shorter time-to-deployment is common because support leaders can ship improvements without a dev cycle.
30-Day Rollout Plan
- Week 1: List your top five SOPs by volume and risk. Pick one "quick win" (e.g., refunds under a threshold).
- Week 2: Connect your CRM, ticketing, and payment tools. Write the SOP in plain English, define owners and approvals, and simulate.
- Week 3: Launch to a pilot group. Track resolution time, error rate, and CSAT impacts.
- Week 4: Expand the flow, add edge cases, and templatize the approach for the next two SOPs.
What Changes for Your Team
- Process lives in the workflow, not a static doc: Updates propagate instantly.
- Fewer manual handoffs: Routine steps execute automatically; humans step in where judgment matters.
- Clear accountability: Every step has an owner and audit trail.
- Faster iteration: Managers can tweak flows based on weekly metrics, not quarterly projects.
Integrations and Ecosystem
Smart OP is built to plug into your core stack. It ties into CRM, ticketing, chat, billing, and logistics so actions happen where data already lives. That means less swivel-chair work and fewer data silos.
Skills and Training
If your team is building automation skills, structured training can speed adoption. Explore role-based learning paths here: Customer support and operations AI courses.
Bottom Line
Support teams don't need more tools; they need workflows that actually run. Smart OP turns the SOPs you already trust into consistent, measurable, and compliant execution - all written in plain English and improved over time by the people closest to your customers.
Your membership also unlocks:
