Taylor is HieCOR's Customer Support AI. Every time a customer message arrives — about an order, a delivery, an invoice, a service ticket, or a complaint — Taylor reads the full customer and order context and prepares a response before your team has to look anything up.
What Taylor Does
Taylor makes every support interaction faster, more informed, and less likely to fall through the cracks.
Taylor reads every incoming message alongside the customer's full order history, service record, delivery status, and prior conversation — and prepares a context-aware draft for your team to review and send.
Taylor monitors every conversation for urgency signals — payment disputes, delivery complaints, service escalations, frustrated tone — and routes them to the right team member with priority.
Taylor watches every open conversation and flags threads that have gone more than 24 hours without a response — before the customer follows up with frustration.
When a customer asks about an invoice or delivery, Taylor attaches a text-to-pay link, tracking URL, or estimate approval link directly in the draft.
Taylor identifies customers who received a review request but responded with a complaint — routes to the service manager before they post publicly.
Taylor surfaces open, overdue, resolved, and escalated conversations — giving managers support visibility without a separate reporting tool.
Taylor in Action
Every customer message arrives in the HieCOR shared inbox with the customer's full profile, order history, service record, and prior conversation thread already loaded. Taylor reads all of it and prepares a context-aware reply before your team touches the keyboard.
A Day With Taylor
Taylor runs in the background of every customer interaction — morning, afternoon, and evening.
Morning queue review
Taylor scans overnight messages and flags 3 that need urgent response — a delivery complaint, an invoice dispute, and an estimate question — with full context and a draft reply prepared for each.
Your team arrives to a prioritized queue, not a pile of unread messages with no context.
Delivery notification reply
A customer texts back after receiving their arrival window: "Can we move to 2pm?" Taylor identifies the delivery record, checks route availability, and drafts a reply confirming or offering alternatives.
Your dispatcher gets a ready-to-send message with the delivery record already pulled.
Invoice dispute flagged
A customer replies "I was charged twice." Taylor flags it as priority, pulls the invoice records, and routes it to billing with a draft response acknowledging the concern and outlining next steps.
Billing manager sees the message, the invoice history, and a drafted reply — not just an angry text.
Review request complaint intercepted
A customer who received a review request replies "your technician left a mess." Taylor intercepts it, routes to the service manager, and drafts an apology and resolution offer.
Service manager resolves the issue. Customer does not post the 1-star review.
24-hour no-reply alert
Taylor surfaces two conversations open for over 24 hours without a response — both flagged with the original message, customer context, and a draft reply ready to send.
No customer goes to bed having sent a message and heard nothing.
Where Taylor Works
Taylor connects to every channel where customers communicate.
2-Way Text Messaging
Taylor monitors the shared SMS inbox, drafts replies, and flags conversations needing escalation.
Explore 2-Way Text Messaging →Service Work Orders
Taylor routes work order-related questions to the right technician or manager with diagnostic context attached.
Explore Service Work Orders →Retail Invoicing
Taylor drafts billing responses with the full invoice history and payment status loaded.
Explore Retail Invoicing →Order Management
Taylor surfaces order status and delivery tracking alongside every customer message about an active order.
Explore Order Management →Review Requests
Taylor intercepts complaint-adjacent review request replies before they become public negative reviews.
Explore Review Requests →CRM & Smartlists
Taylor reads the full customer CRM record to provide context for every interaction.
Explore CRM & Smartlists →FAQ
Does Taylor send messages automatically?
No. Taylor prepares a draft reply for your team to review. Your team approves and sends. Taylor never sends a customer message without a human reviewing it first.
What context does Taylor use when drafting a reply?
Taylor reads the incoming message alongside the customer's full order history, service records, delivery status, active invoices, prior conversation threads, and any internal notes on the customer record.
How does Taylor identify urgent messages?
Taylor monitors for urgency signals — payment dispute language, delivery complaint keywords, frustrated tone, and service escalation context. Messages with these signals are flagged and routed to the right team member.
Can Taylor handle delivery-related questions?
Yes. When a customer asks about a delivery, Taylor surfaces the matching delivery record, driver status, and route position alongside the message so your team can respond with accurate information immediately.
How does Taylor protect your review rating?
When a customer who received a review request replies with a complaint, Taylor flags it before it reaches the review platform and routes it to the service manager — giving your team a chance to resolve before the customer posts publicly.
Does Taylor work across SMS and email?
Yes. Taylor monitors all communication channels in the HieCOR shared inbox and applies the same context-aware drafting and escalation logic across all of them.
Most businesses who go through a HieCOR demo immediately see where Taylor would change their daily workflow — and how many tasks currently falling through the cracks would get handled automatically.
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See how all 7 AI employees create measurable value across the business.
No commitment required · US-based implementation team · Average onboarding: 45 days