Smartops agent

SmartOps: the AI agent that receives a goal and resolves it

Your customers do not care how many systems you run. They care whether their issue gets resolved. Inbenta Encore's SmartOps agent receives a goal, coordinates the tools you already use, and executes multi-step work until the interaction is fully resolved. It is agentic AI built for operational resolution.

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Get a demo to see it in action.

What is SmartOps?

SmartOps is Inbenta Encore's agentic AI capability that receives a goal and executes it: coordinating, routing, and governing multiple systems to resolve complex customer interactions end to end.

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The industry has a naming problem. Trigger-based automations that follow pre-scripted sequences are being marketed as "agents," but running a fixed playbook on a schedule is not autonomy.

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SmartOps is architecturally different.

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You set the outcome. SmartOps breaks the problem down, selects its own actions, and works through each step until the interaction is resolved.

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For contact center ops managers and CX leaders who have already tried automation and ended up with a more sophisticated IVR, SmartOps is a governed, production-ready path to AI that actually resolves.

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What SmartOps resolves: Every use case below connects to the same outcome: a customer interaction that reaches resolution, not a queue.

Intelligent routing: Instead of round-robin assignment, SmartOps evaluates intent, urgency, customer history, and agent availability to route each interaction to the right resolution path on first contact.

Escalation management: When an interaction exceeds the scope of a front-line agent or AI assistant, SmartOps escalates with full context attached. The receiving agent or team picks up where the conversation left off, not from scratch.

Cross-system data retrieval: Customers ask questions that span your CRM, order management system, and knowledge base simultaneously. SmartOps pulls from all three and assembles a single, accurate response in real time.

Proactive alerts: Rather than waiting for a customer to report a problem, SmartOps monitors operational signals and initiates outreach before the issue becomes a support ticket.

Back-office handoffs: Refund processing, account updates, policy changes. SmartOps executes these actions within defined policy guardrails, reducing the manual tasks that pull agents away from live interactions.

Intent-based triage: For high-volume environments, SmartOps classifies and prioritizes incoming interactions by business impact, so revenue-critical and compliance-sensitive issues are handled first.

How it fits your existing operations

The most common objection to deploying a new AI capability is the migration problem: "We already have a stack."

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SmartOps does not compete with your CRM, CCaaS platform, or helpdesk. It coordinates the systems you already run. Encore connects through 850+ pre-built integrations, with native compatibility across major enterprise platforms including legacy Genesys and IBM environments. Source content is ingested and converted into governed, ready-to-deploy intents in 30 to 60 minutes.

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That means you solve the AI problem and the migration problem in parallel, not sequentially. SmartOps layers on top of your current infrastructure and starts delivering measurable resolution improvements without a rip-and-replace program.

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Schedule a demo to map SmartOps onto your current stack.

Why every decision is auditable

For organizations in financial services, travel, online gambling and gaming, and B2B SaaS with regulated customers, autonomous AI that cannot explain its decisions is a non-starter. SmartOps operates as a glass box system.

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Programmed Intelligence governs each step, defining the boundaries of what SmartOps can and cannot do autonomously. Knowledge Engineering structures the data it acts on, so responses are grounded in auditable, enterprise-approved content rather than unchecked model outputs. Every interaction is logged with a full audit trail: what was decided, why, and what data informed the decision.

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Auditable means you can prove to a regulator, or to your own CISO, CRO, or compliance lead with veto authority on AI deployment, what the agent did, why it did it, and where the data came from. That is the condition of deployment in a regulated account, not a reporting feature bolted on after the fact.

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Encore's architecture uses proprietary retrieval technology to deliver +98% response accuracy while maintaining full traceability. The result is AI your compliance team can approve and your ops team can trust in production.

How it works

Encore's AI customer service agent runs on Programmed Intelligence, a knowledge-first architecture that delivers deterministic, governed responses rather than probabilistic guesswork.

Results our customers see

Across enterprise deployments, Encore customers see +35% improvement in first-contact resolution, +50% overhead cost reduction, +30% CSAT improvement, and +75% faster deployment compared to legacy automation platforms.

After deploying Inbenta's AI agents and knowledge capabilities across BBVA's commercial office network, OPPLUS cut calls escalated to that network from 71% of all interactions to 11%, an 84% reduction. The deployment runs at a 99.09% automated response rate, with an 86% NPS and a 60% improvement in cost efficiency.

→ Read the OPPLUS story

GOL's Inbenta-powered AI agent handles 10 million+ customer queries per year across web and WhatsApp. 90% of those interactions are resolved autonomously, more than 30% of inbound emails are now managed directly by the AI, and customer retention across the channel sits at 85%.

→ Read the GOL story

Neoenergia deployed Inbenta-powered agents on WhatsApp to handle invoice copies, outage communications, reconnections, and debt negotiation. 11.5 million customers requested duplicate invoices through the agent, $240 million in customer debt was negotiated through the channel, and 92% of that debt was settled via AI.

→ Read the Neoenergia story

Inbenta Encore is also the platform behind the 2025 TSIA Star Award for Digital Customer Success Innovator of the Year. Schedule a demo to see what governed AI resolution can deliver for your operations.

FAQs

Common questions about Inbenta's SmartOps agent.

What is SmartOps?

SmartOps is Inbenta Encore's agentic AI capability that receives a goal and executes it, coordinating, routing, and governing multiple systems to resolve complex customer interactions end to end. Unlike trigger-based automation, SmartOps determines its own execution path autonomously.

What is the difference between SmartOps and a standard AI chatbot or trigger-based automation?

A trigger-based automation follows pre-scripted steps: if X, then A, B, C. SmartOps receives a goal, determines the path to resolution, and executes across systems without a fixed sequence. It is goal-driven agentic AI, not instructable automation with a better interface.

What operational tasks can SmartOps resolve?

SmartOps handles intelligent routing, escalation management, cross-system data retrieval, proactive alerts, back-office handoffs, and intent-based triage. Each task connects to a resolved customer outcome, not just an ops efficiency metric.

How does SmartOps connect to our existing systems?

Encore offers 850+ pre-built integrations with native compatibility for major CRM, CCaaS, and enterprise platforms, including legacy Genesys and IBM. SmartOps coordinates your existing tools rather than replacing them, so the AI problem and the migration problem can be addressed in parallel.

How is SmartOps different from Inbenta's other AI agents?

SmartOps handles multi-step operational resolution and back-office orchestration. The customer service agent handles inbound CX resolution. The sales agent handles conversion-focused interactions. SmartOps is the intelligent agent layer on top of workflow orchestration, not a synonym for it.

Is SmartOps auditable in regulated industries?

Yes. Every routing decision, escalation, data retrieval, and back-office action is logged with a full audit trail. CISOs, CROs, and compliance leads with veto authority on AI deployment can verify what the agent did, why it did it, and where the data came from.

How fast can SmartOps be deployed?

Encore deployments run 75% faster than typical enterprise AI rollouts. Content ingestion from existing knowledge sources takes 30 to 60 minutes. Most SmartOps rollouts move from approved scope to production in hours to weeks, not months.