SCOUT FOR CX
The AI coworker for support teams, on Slack.
Ask Scout anything in plain language, in Slack. It reads across every ticket, review and thread, finds the patterns, and does the work that follows: drafts the help article, files the bug with the root cause attached, sends product the customer’s exact words. A person approves every change.
THE SECOND JOB
Every support team has a second job. Nobody has the hours
AI agents took the tickets, including ours. Nobody has said what the support team is for now. What's left is the job that was always waiting: read every ticket, review, thread and rating. Spot the pattern before it becomes a fire. Update the help center. File the bug with evidence. Keep the AI agent sharp. It's the most valuable work the team could do. It's also the first thing that gets dropped.
Built with security and compliance embedded at every layer to protect sensitive financial data.
So we built Scout.
Ask anything in Slack
Ask anything in Slack
Remembers what you teach it
Remembers what you teach it
Reads tickets and public reviews
Reads tickets and public reviews
Reports on demand
Reports on demand
Drafts help articles
Drafts help articles
Looks after your AI agent
Looks after your AI agent
Files bugs with the root cause attached
Files bugs with the root cause attached
HOW IT WORKS
How Scout works
One coworker in your Slack. What a week with it looks like.
#1
ASK
Ask it like you'd ask a teammate.
Plain language, in Slack, the way you'd ask the person next to you.
"What are customers angry about this week?" - it reads every ticket and public review and comes back with the patterns.
"Why did the bot escalate this one?" - it walks the conversation back and tells you what went wrong.
#2
Teach
Teach it once. It remembers forever.
Your experts correct Scout in the channel, in a sentence. Every answer, report and automation after that reflects it. This is the moment "coworker" stops being a metaphor.
"Always exclude our test tickets." "Verification issues are our highest severity." It holds onto that.
Every future answer, report and automation reflects what your team taught it.
#3
Listen
It sees the smoke before the fire.
It reads every conversation as it comes in, whether or not anyone asked. Quiet while things are healthy, a ping the moment they aren't.
Spots the pattern and takes it to the team that owns it: a bug from Tuesday reaches product before anyone files a ticket.
Standing checks run on their own: the Monday report, ticket triage, the hourly watch you set once.
#4
Approve
Nothing changes until you say so.
Scout reads freely. Anything that changes something is proposed and waits.
Every draft article, ticket and update lands as a proposal with an Approve button.
Every run is logged, every action scoped.
#5
Act
Then it does the work.
The article is drafted, the ticket is filed with the evidence + attached, and product gets the customer's exact words.
Files to Jira or Linear with the root cause and the linked customer reports.
Drafts the product brief and the marketing content, down to the post, the image, and the video script.
Ask. Teach. Listen. Approve. Act.
The loop your team runs every week.
IN PRACTICE
The loop runs on everything Scout does. These two show it best.
The two jobs teams hand Scout first: the weekly report, and checking the AI bot's work.
Built with security and compliance embedded at every layer to protect sensitive financial data.
01 · REPORTS ON DEMAND
The Monday report, without the Sunday night.
Ask in the words you'd use with your team. Scout reads every conversation, ranks what's driving contacts, and tells you what it did about each one. Say "every Monday at 9" and it keeps arriving.
Built with security and compliance embedded at every layer to protect sensitive financial data.
WHAT CX TEAMS ACTUALLY ASK
Why did CSAT drop last month, and has it recovered?
Why did CSAT drop last month, and has it recovered?
Which tickets did the bot escalate that it should have handled?
Which tickets did the bot escalate that it should have handled?
What are customers complaining about most, and is it getting worse?
What are customers complaining about most, and is it getting worse?
Every feature request last quarter, counted, in the customer’s own words.
Every feature request last quarter, counted, in the customer’s own words.
Ask a follow-up in the thread and it answers from the same evidence - no new report to commission.
02 · AGENT CARE
When the AI bot slips, you hear it from Scout, before you hear it from a customer.
You deployed an AI agent to answer your customers. Scout checks its work: tests its answers against your knowledge base, walks a bad conversation back to the thing that caused it, and drafts what was missing.
QA
QA
QA
Debug
Debug
Debug
Teach
Teach
Teach
HOW SCOUT FITS WITH ORVAY
One AI talks to your customers. One works for your team.
Orvay’s support agent
Orvay’s support agent
Talks to your customers
Scout
Scout
Works for your Support team
Lives in your help center, chat and email.
Resolves customer questions on its own, at scale.
Autonomy is the point: it answers directly, at any volume, inside rules you set.
Lives in your team's Slack.
Reads, investigates, routes and drafts inside your company.
Proposes every change; a person approves it.
A support agent that waited for approval on every customer reply would be useless. A coworker that silently rewrote your help center would be unwelcome. Two jobs, two designs.
The agent takes the volume. Scout gives the team its new job.
INTEGRATIONS
Your knowledge is scattered too. Scout reads all of it.
Half the institutional answer lives in an old Slack thread or a page nobody has opened in a year. Scout reads across every source at once, which no person can do.
PROVEN IN PRODUCTION
Teams are already using Scout and seeing great results
FASTER FROM CUSTOMER
SIGNAL TO SHIPPED FIX
CSAT LIFT ON
RECURRING ISSUES
MORE CUSTOMER INSIGHT
REACHING PRODUCT
Atlas Safely Automated 70% of Key Fintech Support Journeys with ORVAY.
“We went from 15% to 70% automation on key journeys. Orvay doesn’t just follow our playbooks, it improves them.”
— Crystal Stephens, Head of Operations
70%
Resolution Rate
<60 s
Avg Handle Time
Why CX teams use Scout
Compared to how this works today
Today
Scout
Scout
Finding what customers are saying
Open five tools, read for hours
One question in Slack, minutes
Building the weekly report
Export, pivot, paste, repeat
Ask once. It arrives every Monday
What the report covers
Whatever is in your helpdesk
Every connected tool, plus Reddit, X, Trustpilot, app stores
Public reviews and threads
Nobody has time to read them
Read alongside the tickets, in the same report
Filing a bug to engineering
Copy paste, no evidence, days later
Filed with root cause and linked customers, in minutes
Telling product what customers want
A summary someone paraphrased
Their exact words, counted and sourced
Knowing your AI agent is wrong
You find out from a customer
QA'd, diagnosed, and fixed before it repeats
Institutional knowledge
Trapped in old threads and docs
Read across every source at once
Your support team already knows. Scout makes the company listen.
Compliance First
Secure by design
Every Scout learns privately. Nothing it learns about your company is ever shared with another. Every action is scoped and every run is logged.
Built with security and compliance embedded at every layer to protect sensitive financial data.
SOC 2 Type II
PCI DSS Level 1
ISO 27001
GDPR
HIPAA · BAA-ready
Data Encryption
GET STARTED
GET STARTED
Get Started with Scout in 3 simple steps
FAQs
Questions people ask before they start.
Still have doubts? Reach out and we'll get back to you.
Does Scout talk to my customers?
Scout works for your support team, inside your Slack. Customer conversations stay with your customer-facing agent - Orvay’s or any other.
Can Scout change things without approval?
Scout reads freely. Anything that changes something - an article, a ticket, a rule, lands as a proposal and waits for a named person to approve it.
What can Scout read?
Tickets, chats, reviews, app store feedback, Reddit and X threads, plus internal sources: help center, Confluence, Notion, Drive, Slack history, Jira, Linear, GitHub, error trackers. 100+ connectors.
How is Scout different from Orvay’s support agent?
Orvay’s agent answers your customers directly, at scale. Scout works for the team behind it: reading, reporting, filing, drafting, and looking after the agent itself.
Do we need Orvay’s agent to use Scout?
No. Scout works with any support stack and any customer-facing agent. If you run Orvay's agent, Scout also looks after it.
What does Scout remember?
Everything your team teaches it: standing rules, severities, exclusions, who owns what, how you like reports formatted. It also keeps where to look first for each kind of question, and its own past work, so it reuses evidence instead of redoing it. Overnight it consolidates what it learned and comes back sharper. Ask it “what have you learned about how we work?” and it lists everything it holds and where each thing came from.
Where does our data live, and is it used for training?
- All customer data is stored and processed on Google Cloud in the EU (Sweden). - Each Scout workspace is isolated: what Scout learns about your company stays in your workspace and is never used to improve anyone else's. - Orvay is SOC 2 Type II and ISO 27001 certified and GDPR compliant, every action is scoped and logged, and data is deleted on request. Full details, our subprocessor list, and our DPA are at security.usefini.com.
How long does setup take?
Add Scout to your Slack workspace and connect your helpdesk. Most teams ask their first question the same day.
We already have dashboards. What does Scout add?
Dashboards show the metrics someone predefined. Scout answers the question you actually asked, across every connected source, and then does the follow-up work: the article, the ticket, the brief.
What languages does Scout read?
It reads tickets and reviews in the languages your customers write in.
How do you teach Scout?
Correct it in the channel, in a sentence. It also learns from what you already have: SOPs, guides, screenshots, even voice notes, and holds all of it as standing knowledge.
Does Scout wait to be asked?
It reads continuously, whether or not anyone asked. When something changes — a spike in a known issue, a new failure pattern — it raises it in the channel and takes it to the team that owns it.
FAQs
Questions people ask before they start.
Still have doubts? Reach out and we'll get back to you.
Does Scout talk to my customers?
Scout works for your support team, inside your Slack. Customer conversations stay with your customer-facing agent - Orvay’s or any other.
Can Scout change things without approval?
Scout reads freely. Anything that changes something - an article, a ticket, a rule, lands as a proposal and waits for a named person to approve it.
What can Scout read?
Tickets, chats, reviews, app store feedback, Reddit and X threads, plus internal sources: help center, Confluence, Notion, Drive, Slack history, Jira, Linear, GitHub, error trackers. 100+ connectors.
How is Scout different from Orvay’s support agent?
Orvay’s agent answers your customers directly, at scale. Scout works for the team behind it: reading, reporting, filing, drafting, and looking after the agent itself.
Do we need Orvay’s agent to use Scout?
No. Scout works with any support stack and any customer-facing agent. If you run Orvay's agent, Scout also looks after it.
What does Scout remember?
Everything your team teaches it: standing rules, severities, exclusions, who owns what, how you like reports formatted. It also keeps where to look first for each kind of question, and its own past work, so it reuses evidence instead of redoing it. Overnight it consolidates what it learned and comes back sharper. Ask it “what have you learned about how we work?” and it lists everything it holds and where each thing came from.
Where does our data live, and is it used for training?
- All customer data is stored and processed on Google Cloud in the EU (Sweden). - Each Scout workspace is isolated: what Scout learns about your company stays in your workspace and is never used to improve anyone else's. - Orvay is SOC 2 Type II and ISO 27001 certified and GDPR compliant, every action is scoped and logged, and data is deleted on request. Full details, our subprocessor list, and our DPA are at security.usefini.com.
How long does setup take?
Add Scout to your Slack workspace and connect your helpdesk. Most teams ask their first question the same day.
We already have dashboards. What does Scout add?
Dashboards show the metrics someone predefined. Scout answers the question you actually asked, across every connected source, and then does the follow-up work: the article, the ticket, the brief.
What languages does Scout read?
It reads tickets and reviews in the languages your customers write in.
How do you teach Scout?
Correct it in the channel, in a sentence. It also learns from what you already have: SOPs, guides, screenshots, even voice notes, and holds all of it as standing knowledge.
Does Scout wait to be asked?
It reads continuously, whether or not anyone asked. When something changes — a spike in a known issue, a new failure pattern — it raises it in the channel and takes it to the team that owns it.
See it on your own support queue!
Book a call and we'll show you what Scout surfaces in your first week.
HOW IT WORKS
How Knowledge Atlas works
Live without engineering. Agentic workflows inside two weeks. Full autonomy by day 30. No migration project.
Disputes and fraud claims
Verify the customer, pull the transaction, and check it against your fraud rules before anyone is paged.
File the dispute, issue provisional credit where eligible, and log every step for the chargeback and audit trail.
Account access and identity
Step up to KYC-grade verification before any sensitive action, every single time.
Reset MFA, unlock accounts, and re-verify identity within policy, no agent needed.
Payments and transfers
Pull real-time payment, transfer, and payout status straight from your core systems.
Explain holds and failures, then trigger the retry or refund when your rules allow it.
Start with what you already have.
Pulls from every source at once, no migration or cleanup first.
Merges overlapping docs so every answer has one home.
Bring in your help center, docs, PDFs, past tickets, and Slack threads. Atlas turns them into one structured tree of cited articles. No cleanup, no migration first.
Every resolved ticket becomes an article.
Extracts the information and updates the Knowledge graph
Files it in the right branch of your tree, searchable instantly.
When Orvay hands a ticket to your team, Knowledge Atlas watches the resolution and writes the documentation, with no one touching a keyboard.
Two articles disagree. It catches it.
Flags duplicates, contradictions, outdated content, and version mismatches.
Surfaces them in a reconciliation dashboard, so there is no guessing what's current.
A contradiction in your docs becomes a contradiction in your AI's answers. Knowledge Atlas finds them before your customers do.
Every answer traces to one source.
100% citation accuracy with full version history.
Confidence scores based on source reliability.
The tree structure is what makes the AI auditable: no blended answers from conflicting sources, ever.
One knowledge base. Every place support happens.
ONE SOURCE, EVERY SURFACE
ONE SOURCE, EVERY SURFACE
Powers your AI agent
Clean, cited, conflict-free source data behind every answer it gives.
Hosts your help center
A branded, customer-facing center with AI search that deflects tickets before they arrive.
Reconciliation dashboard
Every conflict and gap in one place, with the current version flagged.
Version history
Full history on every article, so any answer is traceable to approved documentation.
Usage analytics
See which articles resolve, which gaps recur, and where search falls short.
130+ languages
Serve the same knowledge to customers in the language they ask in.
SELF-LEARNING
SELF-LEARNING
It doesn't just answer. It learns.
01
Suggests new articles
Spots unresolved questions and drafts the missing coverage.
01
Suggests new articles
Spots unresolved questions and drafts the missing coverage.
02
Updates existing ones
Flags stale or conflicting articles and proposes the rewrite.
02
Updates existing ones
Flags stale or conflicting articles and proposes the rewrite.
03
Instructs per article
Writes usage rules on each article and refines them over time.
03
Instructs per article
Writes usage rules on each article and refines them over time.
04
Shows what's working
Analytics on which articles resolve and where gaps recur.
04
Shows what's working
Analytics on which articles resolve and where gaps recur.
RAGLESS SEARCH
No chunks, no embeddings. The LLM reads the actual article.
RAG retrieves fragments that sound similar and stitches them into blended, unsourced answers. Knowledge Atlas skips retrieval entirely: the LLM reads whole articles natively, understands what people actually mean, and traces every answer to one source.
"Card declined," "payment won't go through, one underlying issue, one right answer.
No retrieval layer to tune, no embeddings to re-index when docs change.
Search sharpens as it learns which articles actually resolve the query.
Why CX teams use Knowledge Atlas
Compared to a traditional KB
Traditional knowledge base
Knowledge Atlas
Knowledge Atlas
Who writes the articles
Your team, by hand
Your team, by hand
Generated by AI from resolved tickets
Generated by AI from resolved tickets
Keeping it current
Manual, 15-20 hrs/week
Manual, 15-20 hrs/week
Self-updating from live tickets
Self-updating from live tickets
Conflicts and duplicates
Found by accident, if ever
Found by accident, if ever
Detected and flagged to reconcile
Detected and flagged to reconcile
Search
Chunk retrieval (RAG)
Chunk retrieval (RAG)
LLM native AI search (RAGless)
LLM native AI search (RAGless)
Answer sourcing
Blended from several articles
Blended from several articles
One cited, authoritative article
One cited, authoritative article
Customer-facing help center
A separate tool
A separate tool
Built in, hostable, same source
Built in, hostable, same source
Gets better over time
Traditional tools help you search what you already wrote. Knowledge Atlas writes it, fixes it, and keeps it honest.