Callback & Follow-up Agent
Closes the loop on open cases by following up on time, so nothing waiting on the customer or the team is forgotten.
The Callback & Follow-up Agent tracks the cases that are not yet closed and follows up at the right moment: checking whether an issue is resolved, chasing a missing detail, or returning a promised callback. It removes the gap where open cases go quiet and customers have to ask again.
How it works
The agent watches open cases, reaches out on schedule through Autopilot, and resolves the follow-up where the answer is clear. Cases that need a person are routed through Assist with the history attached, and Audit tracks how many follow-ups closed cleanly.
Example requests it handles
- Has my issue been resolved?
- You said someone would call me back.
- I am still waiting on an answer.
- Following up on my open ticket.
In your industry
- Follows up on open accounts so cases do not stall waiting on either side.
- Returns promised callbacks on time to protect SLAs and end-user trust.
- Follows up after a service visit to confirm the issue is resolved.
- Checks in on routine cases and routes anything clinical to staff.
- Follows up on maintenance requests until they are closed.
- Closes the loop on field jobs without manual chasing.
- Confirms resolutions and reopens contact where a case went quiet.
In Auralis
Auralis runs follow-ups through Autopilot on schedule, routing the cases that need a person via Assist and measuring clean closures with Audit.