How does it know a request is dragging?

From the turnaround expected for that kind of request and the absence of any event since. You can give it your own thresholds.

Who does the escalation go to?

To whoever you name, depending on the subject and how long it has been stuck. A sensitive request can come up straight away.

Does it write to the customer?

Only if you allow it. By default it works internally and leaves the outside conversation to you.

Do I need a ticketing tool?

No. The agent plugs into what you already use, including a plain shared inbox.

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Requests followed through to the end

A Muzau agent watches what stays open: the request with no reply, the file waiting on a colleague, the document promised and never sent. It chases internally, escalates when the silence lasts too long, and tells you what is blocked. Nothing falls through the cracks because each side assumed the other was handling it.

Why this is a problem

Requests that get lost almost never get lost on arrival. They get lost in the middle: someone was going to call back, a document was going to be sent, an answer was waiting on an approval. Nobody watches that emptiness, because watching emptiness is nobody's job.

The cost shows up later, in an awkward form: a customer who chases while already unhappy, or who does not chase and simply leaves.

How the agent goes about it

Input: Open requests, and the silence that follows them
It does: Checks what is dragging, chases internally, escalates when it has to
It delivers: Nothing falling through the cracks

It watches for what is absent

The agent does not only follow what happens, it follows what does not happen: the answer that never came, the file that has not moved for six days, the commitment made and not kept.

The internal chase first

Before disturbing a manager, the agent chases the person concerned. Escalation only comes if the silence persists, and it comes with the history.

The customer should not have to chase

When a deadline is about to be missed, it is better to say so before the customer notices. The agent can get ahead of it, within what you allow it to do.

What it does not do

It does not harass your teams: internal chasing has a pace and a ceiling.
It does not close a request by itself to bring a counter down.
It does not decide on a commercial gesture: that is yours to make.

Autonomous does not mean unchecked. You set the level of autonomy of every agent, its limits cannot be crossed, everything it does is recorded in a plain-language log, and one gesture stops it all.

Frequently asked questions

How does it know a request is dragging?: From the turnaround expected for that kind of request and the absence of any event since. You can give it your own thresholds.
Who does the escalation go to?: To whoever you name, depending on the subject and how long it has been stuck. A sensitive request can come up straight away.
Does it write to the customer?: Only if you allow it. By default it works internally and leaves the outside conversation to you.
Do I need a ticketing tool?: No. The agent plugs into what you already use, including a plain shared inbox.

Muzau is in early access. Those who sign up create their agent before anyone else. The first one is born from your website's URL: nothing to install, nothing to configure.

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