The agent answers from your knowledge base and policies, opens a ticket and classifies and prioritises it on its own, and closes it when the case is clear — and what needs a human is escalated with a full summary, with the SLA clock running from the first message.
Answers come from your policies, not generic text — the agent pulls from your own knowledge.
Tickets open and classify themselves — category, priority, and SLA with nobody choosing.
What can be solved is solved, and what escalates arrives ready — with a summary and full context.
on any channel, and the SLA clock starts from the first message.
category and priority from the conversation, answer from your knowledge base.
clear cases close, the rest go to a human with a summary.
a survey after resolution, and unanswered questions are flagged.
Order tracking, returns, replacements — answered from your policy and resolved in chat.
E-commerceAppointment, insurance, and branch questions answered instantly; medical cases reach your team.
Healthcare"Is my car ready yet?" answers itself — and work order status reaches the customer as it changes.
AutomotiveIt answers from the knowledge sources you upload — your policies, FAQs, and documents. Every answer carries a confidence score; below the threshold you set, it escalates instead of answering. And the ticket shows the exact source the answer was pulled from, by name.
From the conversation itself: the type of issue, the customer’s tone, and the product or service being discussed. You define the categories, the priorities, and the SLA policy for each one. Your team can change any classification — and the change is logged.
It starts from the customer’s first message, pauses while the ticket is waiting on their reply, and resumes the moment they answer. It respects the business hours you set. If a breach gets close, the conversation is reassigned to an available agent and the supervisor is notified.
They are tracked in analytics as knowledge gaps: which question stopped it and how often it repeated. Each one comes with a suggested addition to your knowledge base — with your approval, never automatically. After you add it, you can see its effect on the same metric.
Real words from customers in real estate, healthcare, and fitness.
“I spoke to many companies of different nationalities… the only one I felt truly understood me was Eng. Tarek. Personally, I'm proud that work at this level exists in Egypt — it meant I didn't have to contract an English or Indian company in the same field.”
“The platform is easy to use, helped us improve our conversion rate, and delivers strong performance — especially for the medical field. The team is very professional, and their customer support is outstanding and always responsive. Highly recommended.”
“Dovera allowed us to save 10+ hours a week through their AI agent and booking system.”
Book a demo and we'll show you, on your real policies and customer questions, how a ticket opens and gets resolved.
