Customer service
Inbound call with NetSuite context
A voice AI agent identifies the caller and opens the matching NetSuite record, with orders, invoices, and interaction history available for the conversation.
Contivio AI Agents for NetSuite
AI Agents That Talk to Customers and Work Inside NetSuite
Contivio voice, SMS, and chat agents answer customer questions, look up live NetSuite information, complete the tasks you approve, and transfer to the right employee with the conversation context attached.
Built for NetSuite teams
- Native NetSuite SuiteApp
- Voice, SMS, and chat
- Live NetSuite data
- Context-rich human handoff
Capabilities
The Routine Requests Your Team Answers Every Day
Contivio AI agents handle common customer requests by phone, text, or chat, using the NetSuite records and company information you make available to them.
Order status and shipping
Find the order, read back its status, and share shipping and tracking details.
Customer asks“Has order 48291 shipped yet?”
Invoices and balances
Answer invoice status, open balance, and payment-related questions from the customer’s account.
Customer asks“What do we still owe on last month’s invoice?”
Products and inventory
Share product details and current availability from NetSuite item records.
Customer asks“Do you have the 20-pack in stock?”
Returns and order changes
Capture the return or change request, collect the details, and route it for completion.
Customer asks“I need to return two items from my order.”
Appointments and service
Confirm, schedule, or reschedule appointments and service visits by voice or SMS.
Customer asks“Can we move Thursday’s visit to next week?”
Routing and transfer
Identify what the customer needs and transfer them to the correct team or person.
Customer asks“I need to speak with my account rep.”
Agents can also answer company FAQs from approved content, and qualify leads by asking your questions and capturing the answers. Every deployment is configured individually: you choose the capabilities, the NetSuite records the agent can read, and the actions it is approved to take.
How It Works
From First Message to Recorded Outcome
Every conversation follows the instructions and workflow your business approves.
The customer reaches out
They call, send a text, or start a chat on your website.
The agent understands the request
It works out what the customer needs and asks a clarifying question when required.
It follows your approved workflow
Your instructions set the conversation steps, the verification required, and what the agent may say.
Approved tools look up or update records
The agent retrieves or updates information in NetSuite and other permitted systems.
The request is resolved or transferred
The agent completes the request, or hands it to the right person with the context attached.
The interaction is recorded
The transcript, summary, outcome, identifiers, and relevant activity are saved to NetSuite.
Customer Experience
Conversations That Are Easy to Follow
Callers talk to the agent normally. It keeps the conversation clear and accurate, and hands over to a person when that is the better option.
- Natural turn-taking. The agent waits for the caller to finish before responding.
- Callers can interrupt. If the caller cuts in to correct something, the agent stops and listens.
- Important details are confirmed. Order numbers, dates, and amounts are repeated back before the agent acts on them.
- Short acknowledgements during lookups, so the line does not go silent.
- Clarifying questions when speech is unclear, rather than guessing.
- A clear fallback. If information cannot be found, the agent says so and offers the next step.
- A person on request. When a customer asks for a person, the agent transfers them.
Inbound call · Illustrative example
AI agent: Hi, this is your Contivio virtual agent. How can I help today?
······Caller: I’d like to check on order 4-8-2-9-1, please.
Sales order found in NetSuite
AI agent: That’s order 48291. It shipped yesterday and arrives Thursday.
······Caller: Can I talk to someone about adding an item?
AI agent: Of course. I’ll connect you with the order team and pass along what we’ve covered.
Human Handoff
When a Person Is Needed, the Context Goes Too
The agent transfers the interaction to the right queue or employee and passes along what it already knows.
Why a conversation is transferred
Transfer triggers are set by your business.
- The customer asks for a person
- The request is outside the agent’s permitted scope
- Verification fails
- A lookup or action does not succeed
- A company business rule requires a person
- The conversation calls for judgement or sensitivity
What the employee receives
Depending on configuration, the transfer can include:
- Customer identity and the matched NetSuite record
- The reason for contact
- Information already collected
- A summary of the conversation so far
- Actions already attempted
- The reason for the transfer
The customer does not have to start the conversation again.
Controls and Safeguards
Automation That Works Within Your Rules
Each AI agent operates inside limits your business defines.
What it can access
You choose which NetSuite records and knowledge sources the agent can use.
Which tools and actions it may use
Access can be read-only, or limited to specific updates you approve.
Verification and confirmation
You set what a customer must verify, and which details must be repeated back and confirmed.
When to retry, stop, or transfer
You define how many attempts are allowed and when a person takes over.
Where transfers go
Different types of interactions can be sent to different queues.
What is recorded and reported
You decide which interaction details are saved and reported.
Written Back to NetSuite
Keep Every AI Conversation Connected to NetSuite
Depending on configuration, Contivio records structured interaction information in NetSuite, so your team can see what happened without asking the customer again.
This information can support NetSuite reporting. Interaction data can also be made available to connected reporting and AI workflows, based on the customer’s NetSuite configuration.
NetSuite activity recordExample fields
- TranscriptThe full conversation
- Conversation summaryA short AI summary
- DispositionThe outcome of the interaction
- SentimentHow the customer felt
- IdentifiersCustomer and transaction
- Actions completedWhat the agent did
- Transfer reasonWhy a person took over
- Follow-upWhat still needs to happen
Demos
Watch Contivio AI Agents Work With NetSuite
Short product demos. Each video plays on this page.
Order management
Order updates through an AI chatbot
A customer updates an order through website chat, and the change is reflected in NetSuite.
Order management
Returns intake and routing
The agent captures the reason for a return and routes the customer to an employee with the NetSuite context attached.
Accounts receivable
Invoice and balance requests by voice
The voice agent finds the customer’s invoices, confirms the balance, and sends the requested documents.
Scheduling and field service
Field service scheduling by SMS and voice
SMS and voice agents confirm and reschedule appointments, and NetSuite is updated with the change.
Routing and handoff
AI to live agent handoff
The AI agent identifies a cancelled order and transfers the customer to a live agent with the conversation history, so the issue is resolved without repeating the story.
Conversation intelligence
Conversation and revenue intelligence
NetSuite transactions are combined with customer conversations to show what drives revenue, where deals stall, and how teams perform.
NetSuite and Oracle AI
How Contivio Fits With NetSuite and Oracle AI
Contivio is an independent NetSuite SuiteApp. Its AI agents work alongside NetSuite and Oracle’s own AI capabilities, each with a different job.
- Contivio
Contivio AI Agents for NetSuite
Customer-facing voice, SMS, and chat agents that talk with your customers and record each interaction in NetSuite.
- Oracle
Oracle SuiteAgents
Oracle’s own agents for carrying out workflow tasks across NetSuite business functions.
- System of record
NetSuite
Holds the customer, order, invoice, item, and case records that the agents look up and update.
- Connection
MCP and approved integration tools
The controlled mechanisms through which an agent retrieves information or completes configured actions.
Business Outcomes
What Changes for Your Customers and Team
Routine questions handled outside the queue
Order, invoice, and FAQ requests can be resolved before they reach an employee.
Service outside business hours
Customers can get answers by phone, text, or chat when your office is closed.
Less repeated data collection
Details gathered by the agent travel with the transfer.
Better context for employees
Staff see who the customer is, why they made contact, and what has been tried.
Conversations tied to NetSuite records
Configured interaction details can be recorded against the matching customer and transaction.
Consistent verification and escalation
Each configured workflow follows your rules for verification and transfer.
AI Agents FAQ
Common Questions About Contivio AI Agents
Specific capabilities depend on your requirements and configuration. We are happy to walk through your use case.
What can an AI agent access in NetSuite?
Only the records and fields you approve. Typical examples include customer, sales order, invoice, and item information. Access is defined during setup for each deployment.
Can the agent update records, or only read information?
Either, depending on configuration. An agent can be read-only, or it can be approved to perform specific updates, such as changing an appointment or recording a return request.
How does the agent verify a caller?
You define the verification steps, such as matching the calling number and confirming an account or order number. If verification fails, the agent can be configured to stop and transfer the customer.
What prevents the agent from inventing an answer?
The agent is instructed to answer from approved NetSuite lookups and approved company content. When it cannot find the information, it is configured to say so and offer a transfer or follow-up. Transcripts are recorded so responses can be reviewed.
What happens when it cannot understand someone?
It asks a clarifying question or asks the caller to repeat. After the number of attempts you set, it transfers the interaction to a person.
Can a customer always ask for a person?
Yes. A request for a person can be set as a transfer trigger, and you decide which queue or team receives those transfers. Outside business hours, you can define what happens next, such as taking a message or scheduling a callback.
What information is passed during a transfer?
Depending on configuration, the employee can receive the customer’s identity, the matched NetSuite record, the reason for contact, details already collected, a conversation summary, actions already attempted, and the transfer reason.
Can we choose different voices?
Voice selection is part of setup. Ask Contivio which voice options are available for your deployment.
Which languages are supported?
Language support depends on your channels and requirements. Please discuss the languages your customers use with Contivio during scoping.
Can the agent use our documentation and FAQs?
Yes. Approved company content, such as policies, procedures, and FAQs, can be connected as a knowledge source for the agent.
Does it work across voice, SMS, and chat?
Yes. Contivio AI agents can be deployed on voice, SMS, and website chat, and interactions from each channel are recorded in NetSuite.
What happens if NetSuite or another lookup is unavailable?
The agent tells the customer it cannot retrieve the information and follows your fallback rule, such as transferring to a person or arranging a follow-up.
Are calls and conversations recorded?
Recordings and transcripts can be captured based on your configuration and recording policies.
How is activity reported?
Interaction details such as disposition, sentiment, transfer reason, and actions completed are written to NetSuite, where they can be used in your NetSuite reporting.
How long does implementation take?
It depends on the channels, use cases, and NetSuite actions in scope. Contivio can give you a plan once your requirements are defined.
Get Started
See What a Contivio AI Agent Can Handle
See an AI agent answer customers, work with live NetSuite records, and hand off to your team with the context attached.
- Native NetSuite SuiteApp
- Voice, SMS, and Chat
- Live NetSuite Data
- Context-Rich Handoff
Trusted by NetSuite teams including
White Labs
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