QivaAI CRM Automation
Intelligent AI triage layer for CRM systems (Zoho, HubSpot, Freshdesk). Automatically routes inbound queries: auto-resolved, agent-assisted, and human escalation.
The challenge
Support and sales teams using CRMs like Zoho, HubSpot, and Freshdesk were manually triaging every inbound query, deciding what could be auto-answered, what needed an agent's help, and what required escalation, which slowed response times and wasted agent capacity on queries a system could resolve on its own.
The solution
QivaLabs built an AI triage layer that sits in front of the CRM: incoming queries are classified by an LLM-based pipeline into three lanes, auto-resolved (answered directly), agent-assisted (drafted response for an agent to review), and human escalation (routed straight to a person), with the classification logic and integrations built in Python against each CRM's API.
Technology used
QivaLabs' role
AI pipeline design, CRM integrations, and productisation.
Outcome
Built as a reusable B2B product layer, now offered as one of QivaLabs’ own AI automation services.
B2B SaaS product
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