Department · Service & Support
The customer shouldn't have to repeat themselves. The agent should remember.
Exceptions, cases, and escalations with source and inherited permission: the customer doesn't repeat the case and the agent answers by the current version.
Scenario
How context circulates when ValorBrain is in the flow.
- 01
The support agent asks about the case and receives the decisions and exceptions already granted to that account, like the extended refund deadline on ticket #8812, with source, who approved it, and how long it holds.
- 02
Permissions are inherited from whoever uses the agent: it sees only what that person can see.
- 03
The answer cites the source of the precedent instead of reconstructing the case from memory.
- 04
A new ticket retrieves the resolutions of similar cases, with the outcome of each.
- 05
What the team learned stays on record as a learning, with the originating case cited.
- 06
The agent makes a proposal with precedent in hand, not a guess.
- 07
The case escalates to the supervisor with context ready: history, exceptions in force, and sources.
- 08
The customer doesn't repeat the story to the second person.
- 09
Whatever the supervisor corrects becomes a recorded lesson for the team's and the agents' next sessions.
Frequently asked questions
Can the bot make up a policy?
With no recorded guideline, the answer states the absence: guideline not found in the Company Brain, check with the person responsible. Real exceptions stay on record with source, who approved them, and how long they hold.
What about customer data privacy?
Documents, vectors and the database stay in Brazil; answer generation uses a model provider outside the country, and the encrypted backup lives in the cloud (Google Drive). In compliance with the LGPD. Tenant isolation, permissions inherited per person and per source, and an audit trail for every read. The engine makes no outbound calls.
We already have a knowledge base in the helpdesk.
It stays there, as one of the sources. The difference: ValorBrain versions it, cross-references it with the customer's history, flags conflicts between sources, and delivers the context inside the agent, at question time.
What proof is there that retrieval works?
Internally we measure LoCoMo R@10 of 96.58% (1986 questions, +2.1 points over the published open-source leader) and an average of 75.5% (binary 80.8%) on BEAM-100K, with reader, judge, and effort stated in the methodology. Internal retrieval benchmarks; not peer-reviewed and not end-to-end QA. For support, the everyday proof is an answer that arrives with its source cited, ready for the person to check.
Next step
Less starting over. More continuity
Bring a real project. In one conversation we map where context gets lost between the people and agents on your team, and where to start.