It's already happening
A significant share of consumers say they're open to letting an AI agent handle a purchase end-to-end — this isn't a future scenario.
Machine Customer Readiness
Your customers are starting to send AI agents to your customer service. Is your team ready?
- Native speakers in 8 languages
- 98.5% CSAT
- Under 3% agent turnover
- 24/7 across all channels
- Real‑time client dashboard
AI support agent
Acting on behalf of a customer
Where is my order?Start a returnCancel delivery
Verification & routing
- Recognise AI-agent traffic
- Step-up verification before irreversible actions
- Route safely to trained agents
Our customer service team
Handles step-up verification and escalations on voice and email
A growing share of consumers are delegating everyday requests — order status checks, returns, cancellations, complaints — to personal AI agents. Independent research already shows meaningful uptake, and most support operations have no way to recognise this traffic, let alone handle it safely. Digital Customer Care Company built the layer that does.
Why this matters
Your processes weren't built for it
Scripts and forms designed for people simply stall when an automated agent can't supply what's expected.
Fraud already exploits the gap
Automated traffic can probe authorisation limits continuously, at machine speed — far beyond what any human abuser could attempt.
It affects your bottom line
Unmanaged bot traffic still counts as a support interaction — you pay for volume that never resolves anything.
The rules aren't written yet
Acting early means shaping your own policy, rather than reacting to an incident.
How it works
Machine Customer Readiness is built on our contact centre platform and applies across your voice and email channels.
Foundation
Every contact is checked for AI-agent identifiers. Flagged contact is routed safely to a trained human agent — never blocked, never left unresolved. Includes policy templates for your terms and conditions and privacy notices.
Verified
Introduces tiered handling: informational requests, reversible actions and irreversible actions each follow different rules. Irreversible or financial requests are only actioned after step-up verification — never on the strength of a single message or call. Includes real-time volume and anomaly monitoring.
Full Protocol
Disclosed AI agents are handled end-to-end by our voicebot for the requests they're authorised to resolve — no human agent time required. Fraud signals feed directly into resolution decisions, and machine-customer metrics are added to your regular reporting.
Built for voice and email, differently
Voice
Phone and email present different challenges, so we don't treat them the same way. On voice, no verification standard yet exists, so we combine disclosure, behavioural monitoring and callback verification — the safeguard that holds even when detection doesn't catch everything.
On email, we build on the sender-authentication infrastructure that already exists (SPF/DKIM/DMARC), adding pattern-based triage and the same callback principle for anything irreversible.
Who it's for
E-commerce and B2B brands already working with Digital Customer Care Company, and any organisation that wants a verification and routing layer in place before AI-agent traffic becomes routine — rather than after an incident.
Operating at scale across markets
Strider Bikes had sold over three million balance bikes worldwide and was growing rapidly in Europe. Their European customers spoke multiple languages and expected support in their own language, at the right time — without Strider building a multilingual operation from scratch. We now manage their European customer service in six languages across live chat, email, and social media. That same operational discipline — clear routing, verification, and escalation — is what Machine Customer Readiness extends when AI agents start contacting your support channels on customers' behalf.
Frequently asked questions about Machine Customer Readiness
What is Machine Customer Readiness?
Machine Customer Readiness is a verification and routing layer for customer service operations that receive contacts from AI agents acting on behalf of consumers. It helps you recognise AI-agent traffic, route it safely, apply appropriate verification before irreversible actions, and — at the Full Protocol tier — resolve authorised requests automatically.
How do you detect AI-agent traffic?
On email, we combine sender-authentication signals (SPF, DKIM, DMARC) with pattern-based triage. On voice, we use disclosure, behavioural monitoring, and callback verification — because no industry-wide verification standard for phone-based AI agents exists yet. Every contact is checked; flagged traffic is routed to trained human agents rather than blocked.
What are the three tiers?
Foundation is included for all platform-managed clients and covers identification, safe routing to human agents, and policy templates. Verified adds tiered handling for informational, reversible, and irreversible requests, with step-up verification for financial or irreversible actions plus anomaly monitoring. Full Protocol adds end-to-end automated resolution for disclosed AI agents on authorised requests, with fraud signals feeding into resolution decisions.
Do I need to be an existing DCC client?
Machine Customer Readiness is designed for e-commerce and B2B brands already working with Digital Customer Care Company, and for organisations that want this verification layer in place before AI-agent traffic becomes routine. Get in touch to discuss which tier fits your business.
Add Machine Customer Readiness to your account
Get in touch to add Machine Customer Readiness to your account, or to discuss which tier fits your business.
No obligations. No sales pitch. Just a straight conversation.
Built on our contact centre platform · Serving ecommerce brands since 2014