- Intent
- Damaged shoulder bag, returning
- Outcome
- Approved for full refund - $248.00 to original card
- Customer
- Sarah M. · VIP · 12 orders · order #WR-3081
Platform · Orchestrator
Your agents do the work. Orchestrator decides who, when, and where.
Orchestrator reads intent, assigns the right agent, adapts the response to the channel, and logs every decision. The runtime your AI agent needs to actually run in production.
Trusted by operators running Orchestrator at scale
91%
First-try resolution
120ms
Average assignment time
0
Wrong transfers
The problem
An AI agent isn’t a deployment. It’s an operation.
A model that answers questions isn’t the same thing as an agent your customers can reach. Between the model and the customer is a stack of decisions: which intent, which agent, which format, which channel. Most AI platforms hand-wave that stack.
You can hand-stitch one channel. You can’t hand-stitch the operation.
How it works
One answer. Four channels.
The agent thinks once. Orchestrator renders the answer four ways and delivers each one to the channel that asked.
↓ Same decision · four channels
My shoulder bag arrived damaged. Can I return it?
Refund approved · $248.00
Drop the bag at any USPS box, Sarah - we'll credit your card. A return label is on its way to your inbox.
12:18AI
Re: Damaged shoulder bag - order #WR-3081
Hi Sarah,
Thanks for letting us know. I’ve approved a full refund of $248.00to the card on file (ending 4218). I’m attaching a prepaid USPS label - no printing needed if you have the QR ready in the app.
The refund will land in 3–5 business days.
- Muffler Support
“Refund approved - two hundred and forty-eight dollars back to your card. I’m sending the return label to your email now. You can drop the package at any USPS box.”
Refund approved
$248.00
to card · ending 4218 · 3–5 days
The agent thinks once. Orchestrator translates the answer four ways. Without that translation, the customer hears markdown read aloud, or sees a paragraph in a channel that expects a button.
Four moves in sequence
Four decisions on every conversation.
Every customer message moves through four steps. They run in this order, on every conversation, every time. Every step is recorded. The audit trail is a side effect of the work, not a separate operation.
Step 01
Read intent.
Orchestrator classifies the customer's message before any routing decision. What is the customer asking, what kind of conversation is this, what does the agent need to know to handle it. The foundational step. Without it, the other three can't run.
Step 02
Assign the agent.
Hand the conversation to the agent that owns it. When more than one is deployed (Zowie, third-party, in-house, human) Orchestrator picks the destination and the agent owns the resolution from there. Context travels with the assignment.
Step 03
Adapt the format.
The agent's underlying answer doesn't change. The rendering does. Email gets a subject line and full sentences. Chat gets short turns and inline buttons. Voice gets spoken language with contractions and no markdown. Help gets voice plus visual aids together. Same content, four formats, one Orchestrator pass.
Step 04
Deliver the channel.
Send the formatted response through the destination channel's API. The last mile.
What you do. Not what you build.
Build agents. Not the runtime.
Your team’s job is the agent. Orchestrator is everything between the agent and the customer.
- 01
Connect your CRM, OMS, and loyalty stack once. Every agent inherits the integration.
- 02
Add a channel without rebuilding agent logic. Orchestrator handles the format and delivery.
- 03
One API across Zowie agents, in-house builds, third-party vendors, and human teams.
Time to set up a new channel
under one day
Integrations
Connects to the systems you already use.
Orchestrator pulls context from your existing tech stack before every routing decision. Integrate each system once - every agent inherits the context automatically.
- Adobe Commerce
- Okendo
- Shopify
Proof
75%
reduction in support costs after Monos unified customer service, sales, and retention under Orchestrator.
Methodology
Measured against Monos's pre-deployment cost baseline. Baseline window confirmed with the customer.
Seven years in production.
The platform around the agent
The platform around the agent.
Orchestrator runs the agent in production. The rest of the Platform group handles what runs alongside it.
- See Inbox
Inbox
The human surface above the agents. Live tickets, agent assists, escalations.
- See Insights
Insights
Reporting and analytics across every conversation Orchestrator routed.
- See Integrations
Integrations
CRM, OMS, helpdesk, loyalty, payment - connect once, every agent inherits.
- See Security & Compliance
Security & Compliance
Governance, audit trails, and certifications inherited by every agent.
See it in your stack. On traffic that mirrors yours.
A working session with our solutions team. We'll walk through how Orchestrator integrates with your existing channels, agents, and helpdesk, and what the runtime looks like on traffic that mirrors yours.