Every Interaction Understood.
Every Detail Put to Work.
Iris understands emails and conversations, captures the information that matters, directs work to the right place and supports agents throughout the interaction.
Every customer interaction brings information that needs to be understood, recorded and acted on. Agents spend time reading emails, capturing details, deciding where work belongs and documenting what happened.
Iris turns that unstructured content into useful, consistent data - ready for your people, processes and reporting.
Less time processing interactions. More value captured from every one.
Capture What Matters
The information your process needs, captured in separate structured fields.
The Right Work, in the Right Place
Emails routed by what they are about and prioritised by urgency.
Better Records from Every Interaction
Consistent summaries, classifications, outcomes and assessments.
What Iris Does
Iris manages the work surrounding email and voice interactions - from understanding what has arrived to capturing what happened.
Emails Arrive Ready for Action
Iris reads incoming emails and captures the information your organisation needs.
Each item can be stored in its own field - a name, an address, a registration - alongside contextual information such as the reason for contact, the action required or a targeted summary. Sentiment analysis also gives immediate insight into the customer's tone.
The Right Queue. The Right Priority.
Iris routes emails according to their content, not simply the address they were sent to - so a message sent to sales that is really a support request lands with support.
You define the work that belongs in each queue and the criteria used to prioritise it. Priority 1 is highest, with as many lower levels as your process requires. Iris can also judge whether a new email should reopen a closed case, so a reply saying "thanks, that fixed it" doesn't.
Support During and After the Interaction
Iris helps agents improve email responses for spelling, grammar, clarity and tone. During calls, it follows the live transcription and suggests relevant knowledge articles as they are needed.
When a call or email ends, Iris can produce targeted summaries, capture themes and outcomes, classify the interaction, assess whether it was resolved first time, or evaluate how it was handled.
Less Admin. More Time for Customers.
Manual reading, triage, data entry, searching and wrap-up all add time around a customer interaction.
Iris reduces that administrative workload while creating more consistent information for the teams and systems that rely on it. Agents can focus more of their time on the parts of the conversation that need a person.
Configured information is extracted and stored without agents retyping it.
Content-based priorities bring important emails to the front of the queue.
The same fields, questions and classifications are applied across interactions.
Relevant information is presented while the agent is speaking with the customer.
Where Iris Sits
Tulip, Iris and Fern cover the full life of a customer interaction - one handles the conversation, one understands and structures it, and one reveals the bigger picture.
Tulip answers
Handles inbound voice interactions, identifies what the customer is calling about and takes the routine calls itself. Explore Tulip →
Fern reveals
Provides the analysis and reporting across your interaction data - and the structured information Iris captures feeds straight into it. Explore Fern →
How Iris Runs
Shaped Around Your Process
We define what Iris should capture, where work belongs, how priorities are assigned and which questions it should answer - in plain language, against your workflow.
Applied at the Right Point
Iris works when an email arrives, while a call is taking place, and after an interaction has finished.
Ready to Use
The result can be stored in structured fields, used to route and prioritise work, shown to an agent, or recorded as a summary, classification or assessment.
Iris fits around the way your contact centre already operates, turning emails and conversations into information your people and processes can use. See how it can reduce administration, improve the flow of work and capture more value from every customer interaction.
Talk to Us About Iris