tenex.atendimento
Useful answers. Resolution with context.
A delivery discrepancy may require checking the order, payment and dispatch records. tenex.atendimento organizes these checks, resolves the agreed steps and gives each team a specific task. The customer receives a grounded answer; service, logistics or finance receive the history and the issue they need to address.
tenex.atendimento
One discrepancy, a task for each team
Illustrative demonstration · fictional data
Service identifies what needs resolving.
History to check
Request identified
- Order
- #4471
- Discrepancy
- 12 boxes paid · 10 received
- Preferred outcome
- Receive the remaining 2 boxes
The customer need not start again.
The request is linked to the order or history the team needs to check. Service identifies the open issue before seeking an answer or transferring the case.
Sources and agent work1
Behind this step
Connections and each agent’s tasks are defined in the application scope. This scenario brings sources and prepared actions together to show how the work continues.
Fictional records created to explain this scenario.
- 01Fictional request
“I paid for 12 boxes in order 4471, but only 10 arrived. How do we resolve this?”
The request finds the right records.
Latest available information
Evidence connected
- Order × delivery
- 2-box difference
- Payment
- Paid in full · confirmed
- To investigate
- Dispatch and completion delivery
The answer has a traceable source.
Records show what happened and what remains open. The team can inform the customer using available evidence while preserving confirmations that depend on other teams.
Sources and agent work3
Behind this step
Connections and each agent’s tasks are defined in the application scope. This scenario brings sources and prepared actions together to show how the work continues.
Fictional records created to explain this scenario.
- 01Fictional request
“I paid for 12 boxes in order 4471, but only 10 arrived. How do we resolve this?”
- 02Fictional operational records
Order 4471: 12 boxes sold, payment in full confirmed. Delivery receipt records 10 boxes. Dispatch must investigate the 2-box difference; the customer prefers to receive the remainder.
- 03Rules for this scenario
Case AT-032: record the discrepancy and inform the customer. Logistics checks dispatch and whether the remainder can be delivered. Finance receives an adjustment task only if completion is impossible and the solution is approved. No automatic refund.
Each owner receives a concrete task.
Resolution in progress
Reply and tasks prepared
- Service
- Discrepancy recorded and reply prepared
- Logistics
- Check dispatch and remaining delivery
- Finance
- Adjustment only if needed and approved
Resolution involves more than a reply.
The customer receives an answer grounded in the order, payment and delivery. Each team gets its task and the history, without transfers that require the customer to explain the issue again.
Sources and agent work3
Behind this step
Case AT-032: record the discrepancy and inform the customer. Logistics checks dispatch and whether the remainder can be delivered. Finance receives an adjustment task only if completion is impossible and the solution is approved. No automatic refund.
Fictional records created to explain this scenario.
- 01Fictional request
“I paid for 12 boxes in order 4471, but only 10 arrived. How do we resolve this?”
- 02Fictional operational records
Order 4471: 12 boxes sold, payment in full confirmed. Delivery receipt records 10 boxes. Dispatch must investigate the 2-box difference; the customer prefers to receive the remainder.
- 03Rules for this scenario
Case AT-032: record the discrepancy and inform the customer. Logistics checks dispatch and whether the remainder can be delivered. Finance receives an adjustment task only if completion is impossible and the solution is approved. No automatic refund.
The case continues until confirmation.
Completion still pending
Follow-up queue
- Case
- AT-032 · history retained
- Current owner
- Logistics · investigation pending
- Next check
- Confirm the resolution before closing
Owner, open task and history together.
The customer receives an answer grounded in the order, payment and delivery. Each team gets its task and the history, without transfers that require the customer to explain the issue again.
Sources and agent work3
Behind this step
Case AT-032: record the discrepancy and inform the customer. Logistics checks dispatch and whether the remainder can be delivered. Finance receives an adjustment task only if completion is impossible and the solution is approved. No automatic refund.
Fictional records created to explain this scenario.
- 01Fictional request
“I paid for 12 boxes in order 4471, but only 10 arrived. How do we resolve this?”
- 02Fictional operational records
Order 4471: 12 boxes sold, payment in full confirmed. Delivery receipt records 10 boxes. Dispatch must investigate the 2-box difference; the customer prefers to receive the remainder.
- 03Rules for this scenario
Case AT-032: record the discrepancy and inform the customer. Logistics checks dispatch and whether the remainder can be delivered. Finance receives an adjustment task only if completion is impossible and the solution is approved. No automatic refund.
Service identifies what needs resolving.
History to check
Request identified
- Order
- 217 · 120 bags of coffee
- Need
- Arrange receiving
- To check
- Loading and the dispatch update
The customer need not start again.
The request is linked to the order or history the team needs to check. Service identifies the open issue before seeking an answer or transferring the case.
Sources and agent work1
Behind this step
Connections and each agent’s tasks are defined in the application scope. This scenario brings sources and prepared actions together to show how the work continues.
Fictional records created to explain this scenario.
- 01Fictional request
“The coffee in order 217 was due to leave today. Has it been loaded? I need to arrange receiving.”
The request finds the right records.
Latest available information
Evidence connected
- Latest record
- Dispatch · 2pm
- Status
- Awaiting vehicle
- Still pending
- Loading confirmation
The answer has a traceable source.
Records show what happened and what remains open. The team can inform the customer using available evidence while preserving confirmations that depend on other teams.
Sources and agent work3
Behind this step
Connections and each agent’s tasks are defined in the application scope. This scenario brings sources and prepared actions together to show how the work continues.
Fictional records created to explain this scenario.
- 01Fictional request
“The coffee in order 217 was due to leave today. Has it been loaded? I need to arrange receiving.”
- 02Fictional operational records
Order 217: 120 bags, departure planned today. Dispatch log at 2pm: awaiting the vehicle. Loading and a revised arrival time for the buyer have not been confirmed.
- 03Rules for this scenario
Case AG-019: communicate the recorded status and ask logistics to confirm the vehicle and loading window. Update the buyer after confirmation. Do not turn the original estimate into an arrival promise.
Each owner receives a concrete task.
Resolution in progress
Reply and tasks prepared
- Customer
- Reply prepared with the 2pm status
- Logistics
- Confirm vehicle and loading window
- Arrival time
- Not confirmed
Resolution involves more than a reply.
The buyer receives the latest available fact, and logistics gets a specific open task. The history connects dispatch and service, helping coordinate receiving without inventing a delivery date.
Sources and agent work3
Behind this step
Case AG-019: communicate the recorded status and ask logistics to confirm the vehicle and loading window. Update the buyer after confirmation. Do not turn the original estimate into an arrival promise.
Fictional records created to explain this scenario.
- 01Fictional request
“The coffee in order 217 was due to leave today. Has it been loaded? I need to arrange receiving.”
- 02Fictional operational records
Order 217: 120 bags, departure planned today. Dispatch log at 2pm: awaiting the vehicle. Loading and a revised arrival time for the buyer have not been confirmed.
- 03Rules for this scenario
Case AG-019: communicate the recorded status and ask logistics to confirm the vehicle and loading window. Update the buyer after confirmation. Do not turn the original estimate into an arrival promise.
The case continues until confirmation.
Completion still pending
Follow-up queue
- Case
- AG-019
- Owner
- Dispatch logistics
- Next step
- Update buyer after confirmation
Owner, open task and history together.
The buyer receives the latest available fact, and logistics gets a specific open task. The history connects dispatch and service, helping coordinate receiving without inventing a delivery date.
Sources and agent work3
Behind this step
Case AG-019: communicate the recorded status and ask logistics to confirm the vehicle and loading window. Update the buyer after confirmation. Do not turn the original estimate into an arrival promise.
Fictional records created to explain this scenario.
- 01Fictional request
“The coffee in order 217 was due to leave today. Has it been loaded? I need to arrange receiving.”
- 02Fictional operational records
Order 217: 120 bags, departure planned today. Dispatch log at 2pm: awaiting the vehicle. Loading and a revised arrival time for the buyer have not been confirmed.
- 03Rules for this scenario
Case AG-019: communicate the recorded status and ask logistics to confirm the vehicle and loading window. Update the buyer after confirmation. Do not turn the original estimate into an arrival promise.
Service identifies what needs resolving.
History to check
Request identified
- Unit
- Horizonte · 304
- Issue
- Window will not close
- Already provided
- Photos in ticket 082
The customer need not start again.
The request is linked to the order or history the team needs to check. Service identifies the open issue before seeking an answer or transferring the case.
Sources and agent work1
Behind this step
Connections and each agent’s tasks are defined in the application scope. This scenario brings sources and prepared actions together to show how the work continues.
Fictional records created to explain this scenario.
- 01Fictional request
“The window in unit 304 will not close. I already sent photos in my previous conversation.”
The request finds the right records.
Latest available information
Evidence connected
- History
- Photos and previous report found
- Document
- Handover record available
- Missing
- Technical assessment and appointment
The answer has a traceable source.
Records show what happened and what remains open. The team can inform the customer using available evidence while preserving confirmations that depend on other teams.
Sources and agent work3
Behind this step
Connections and each agent’s tasks are defined in the application scope. This scenario brings sources and prepared actions together to show how the work continues.
Fictional records created to explain this scenario.
- 01Fictional request
“The window in unit 304 will not close. I already sent photos in my previous conversation.”
- 02Fictional operational records
Unit 304 in the fictional Horizonte development. Handover document available. Ticket 082 contains window photos and the buyer’s report, but no technical assessment or confirmed appointment.
- 03Rules for this scenario
Case IM-082: reuse the photos and history. Technical service must assess the issue and arrange a visit window with the buyer. Do not assert a cause, coverage or repair deadline before assessment.
Each owner receives a concrete task.
Resolution in progress
Reply and tasks prepared
- Service
- Reply prepared without requesting photos again
- Technical service
- Assess the window and arrange a visit
- Coverage and timing
- Depend on the assessment
Resolution involves more than a reply.
The buyer does not need to resend information already on file. Technical service receives the issue, documents and a defined task, while service follows the appointment and assessment.
Sources and agent work3
Behind this step
Case IM-082: reuse the photos and history. Technical service must assess the issue and arrange a visit window with the buyer. Do not assert a cause, coverage or repair deadline before assessment.
Fictional records created to explain this scenario.
- 01Fictional request
“The window in unit 304 will not close. I already sent photos in my previous conversation.”
- 02Fictional operational records
Unit 304 in the fictional Horizonte development. Handover document available. Ticket 082 contains window photos and the buyer’s report, but no technical assessment or confirmed appointment.
- 03Rules for this scenario
Case IM-082: reuse the photos and history. Technical service must assess the issue and arrange a visit window with the buyer. Do not assert a cause, coverage or repair deadline before assessment.
The case continues until confirmation.
Completion still pending
Follow-up queue
- Case
- IM-082 · documents linked
- Owner
- Technical service
- Next step
- Confirm an appointment with the buyer
Owner, open task and history together.
The buyer does not need to resend information already on file. Technical service receives the issue, documents and a defined task, while service follows the appointment and assessment.
Sources and agent work3
Behind this step
Case IM-082: reuse the photos and history. Technical service must assess the issue and arrange a visit window with the buyer. Do not assert a cause, coverage or repair deadline before assessment.
Fictional records created to explain this scenario.
- 01Fictional request
“The window in unit 304 will not close. I already sent photos in my previous conversation.”
- 02Fictional operational records
Unit 304 in the fictional Horizonte development. Handover document available. Ticket 082 contains window photos and the buyer’s report, but no technical assessment or confirmed appointment.
- 03Rules for this scenario
Case IM-082: reuse the photos and history. Technical service must assess the issue and arrange a visit window with the buyer. Do not assert a cause, coverage or repair deadline before assessment.
FROM START TO NEXT STEP
How the work happens.
- 01
Identify
Links the request to the customer, order or agreement and retrieves available history.
- 02
Check
Agents consult the agreed sources and compare what was requested, recorded and carried out.
- 03
Resolve
Prepares the answer and performs permitted steps; each exception becomes a task for the appropriate owner.
- 04
Follow through
Keeps status and history together so service can continue across teams.
What is in scope
- Request intake and classification through agreed channels
- Order, document, payment or dispatch lookups included in the project
- Answers and actions within defined rules and permissions
- Tasks for accountable owners, with context and status tracking
Outside the scope
- Refunds or other commitments beyond defined permissions
- Indiscriminate handoffs to teams with no specific task to perform
How we implement
- Map requests, systems consulted and the teams that resolve each case
- Define answers, permitted actions, owners and delivery criteria
- Connect and test the first workflow to put it into operation within 30 days
- Track resolution, open tasks across teams and application adjustments
Frequently asked questions
How do the agents work with our team?
Agents consult the agreed sources, prepare answers and carry out authorized steps. When a person needs to act, they receive a task with history and a specific open issue. The team can follow the case’s progress.
Why involve logistics or finance?
Each team participates when an action depends on it. An incomplete delivery may need a dispatch check; finance only needs to act if there is a charge or adjustment to assess. The workflow defines owners and avoids handoffs without a purpose.
What if the systems contain conflicting information?
The discrepancy should appear alongside its sources. The workflow requests confirmation or routes the issue to the responsible person, preserving the history so service can continue.
How long does it take to get started?
The first application is working within 30 days, with an agreed request type, sources and responsibilities. Expansion to further service workflows follows an assessment of use and results.
Does the customer know they are speaking with AI?
Identification and handoff to people are part of the service design. We recommend a clear introduction so customers know how they will be helped.