Customer story
Parcelry
RESOLVED WITHOUT A HANDOFF
Read the full story
DW
Dana Whitlock
Head of Customer Experience, Parcelry
New
GOAL 85%
Support that gets
better every week.
AI agents that resolve customer issues end to end, then keep raising your resolution rate on their own.
Choose the number you care about. Kestrel tests changes on live conversations and ships only the ones that win.
Platform
One workspace for every agent you run
Parcelry
/
Support ops
Live
Resolution rate
On track for goal
CURRENT
64%
+9.2 pts
PROJECTED
87%
+23 pts
Control
With Kestrel experiments
GOAL 85%
TOP OPPORTUNITIES
1
Refund status questions
Customers ask where a refund is before it posts.
+6 pts
2
Plan downgrade requests
Agent hands off when a downgrade needs approval.
+4 pts
3
Delivery address changes
Edits after dispatch get routed to the wrong team.
+3 pts
Industries
Fluent in the way your customers call
Kestrel adapts its playbooks to regulated, seasonal and high-volume queues.
All industries
Payments
Disputes, chargebacks and card freezes, resolved inside policy.
Insurance
First notice of loss captured in one call, not three.
Software
Password resets and billing questions, off your engineers’ plates.
Commerce
Order tracking, returns and exchanges at peak-season volume.
Travel
Rebookings handled at 3 a.m., before the guest calls twice.
Utilities
Outage spikes absorbed without a single hold queue.
Healthcare
Scheduling and benefits questions, with the right guardrails.
Logistics
Delivery exceptions triaged the moment they happen.
Build
Launch a working agent before your coffee cools
Point Kestrel at your help center, macros and past tickets. It drafts an agent that already knows your policies and sounds like your best rep.
Describe the goal
Tell Atlas what the agent should own and it drafts one from your docs.
Match your voice
Tone is learned from your brand guide and your team’s best replies.
Set the handoff rules
Decide when the agent answers, asks, or brings in a person.
New agent
Ask
Atlas
What should we work on today?
Update help articles
Find ticket trends
Draft a refund agent
Review agent replies
Build an agent that handles refund questions end to end
@ mention agent
/ commands
Show conversations resolved in one reply this week
CSAT
4.7
+0.3
RESOLVED
91%
+5.1 pts
ESCALATED
6%
−2.4 pts
1,284 CONVERSATIONS MATCH
MR
Refund arrived — thanks for sorting it so fast!
Positive
JT
Changed my plan and the prorated charge looks right.
Positive
AK
Address updated before the courier picked it up.
Neutral
SL
Card unfrozen, payment went through on retry.
Positive
Observe
See every conversation, sorted by what matters
Ask a question in plain English and get the exact slice you need. No filter builder, no exports, no spreadsheet at midnight.
Slice in plain English
Type what you want to see and Atlas builds the segment for you.
Replay any conversation
Read the transcript, sentiment and every step the agent took.
Watch the numbers move
CSAT, resolution and escalations update for the slice you’re viewing.
Improve
Experiments run themselves. Winners ship themselves.
Kestrel finds the gap, tests a fix on a slice of real traffic and rolls out whatever wins — with your approval, or on autopilot.
Resolution rate
Customer satisfaction
Average handle time
01
Pick a goal
Choose the metric that matters most — resolution, satisfaction or handle time.
Refund status
7 pts
Plan changes
5 pts
Address edits
4 pts
Login help
3 pts
02
Surface the gaps
Kestrel ranks where conversations fall short and how many points each fix is worth.
Control · 50%
71.2%
New refund flow · 50%
78.6%
+7.4 pts · rolling out to 100%
03
Prove it live
Each change runs against a control on real traffic. Clear winners roll out automatically.
Any language
Kestrel replies in the customer’s own language from the first word — no phone menus, no transfers, no translated-sounding scripts.
80+ languages
Natural-sounding voice
Detects language instantly
Get a demo
Tell us the number you want to move
Share the metric that matters. We’ll show you what an agent would own, which systems it touches and how we’d measure the lift.
No slide decks. A 30-minute working session with a solutions engineer.