Henry
A customer support agent that drafts every reply, and never sends one.
Hi, I ordered a physical card last week and still haven't received it. Is something wrong with my account?
Hi Maya, nothing is wrong with your account. Physical cards take 7–10 business days to arrive, and yours shipped on the 2nd, so it should land by Friday.
If you need to spend before then, your virtual card is already active in Cards.
The approval gate · every draft stops here
Problem
As our customer base was growing, we needed a more automated way to answer customer service messages and ensure compliance.
Discovery
Our best customer service repWe modeled Henry on Jesse, our best rep. He’s direct and efficient, professional but not stiff, precise about tone, and he doesn’t over-apologize. He thinks like an operator, not a rep: his edits reflect the whole picture, not just the wording.
“Just say application removed.” Every warm opener or closing pleasantry he didn’t ask for gets cut.
More formal for fraud disputes and compliance matters; polished and competent, never corporate.
Catches when something sounds too harsh or too vague, and corrects quickly.
“Apologies for the delay” only when warranted. Empathy on request, not by default.
Sharp, no-nonsense, warm when it counts, never performative. Says exactly what needs to be said, nothing more.
Solution
We trained a custom agent on our help desk articles, compliance regulations and contracts with vendors. Henry reads every support email, pulls account context, and drafts a reply. A human approves every word before it’s sent.
How it works
- 01Email arrivesThe ops platform creates a ticket and notifies Henry.
- 02Henry readsPulls CRM context and checks account status if needed.
- 03Henry draftsWrites a reply in the ops platform and posts a preview for review.
- 04Human reviewsThe rep edits, corrects or approves.
- 05Human sendsSent from the ops platform. Henry never sends directly.
- 06Henry remembersCorrections are logged to memory for next time.
No edits needed
Questions Henry gets right the first time- Account closed / application removed
- Card delivery timelines
- How to deposit a check
- Account and routing numbers
- ACH vs wire
- Holdings-to-Holdings transfers
- APY rate
- FDIC coverage
- Mobile app status
- How to access statements
- Business accounts only
- Third-party check printing
- No bulk payments
- No recurring transfers
- Address and DBA fixes in Settings
Outcomes
The rest need at least one round of edits, usually for tone, a content correction or length. Henry is strongest on routine requests such as account closures and basic product questions, and needs more coaching on nuanced or sensitive situations. Corrections are written to memory, so what Jesse teaches in one session carries forward.