Faro by Adelante · AI forward deployed engineer

Fix your AI support agent from Slack.

Faro is Adelante's AI forward deployed engineer for teams running an AI support agent. When the bot gets something wrong, tell Faro like you'd tell a teammate. It works out why and fixes it, then shows you the fix working.

Book a Faro demo

Lives in Slack, WhatsApp or iMessage, wherever your team already talks.

Included with Adelante's managed service. Also available on its own if you already run your own AI support agent.

#cx-opsSlack

DanaHead of CX09:14
@Faro 3 EU customers got 'can't find your order' from the bot this morning. the orders are real. e.g. #20931, order EU-10482
FaroAI09:16
Pulled EU-10482. The agent ran the order lookup once and it only searched the US store. Zero matches, so it took the 'order not found' path and never looked in the EU store.
Looked at
Tool call record · order lookup
Input
EU-10482
Store searched
northline-us
Matches
0
Branch taken
Order not found
FaroAI09:21
It's the integration itself. It was built before the EU store existed and still only searches the US one. All 23 EU- lookups in the last 7 days came back empty. Want me to route EU- numbers to the EU store?
Found
EU- prefixed lookups, last 7 days
Order lookups run by your support agent, Sep 22 to Sep 28
EU- prefixed lookups
23, all zero matches
Conversations handed off
17 of 19
US lookups, same period
412 of 412 found an order
DanaHead of CX09:23
ship it. leave US as is
FaroAI09:38
EU- numbers now route to the EU store. Everything else goes to the US store like before. I also added an automatic check so this can't quietly break again.
Changed
Order lookup updated
Removed: Every order number is searched in the US store
Added: EU- order numbers are searched in the EU store
Added: All other orders still go to the US store
Added: New automatic check for EU orders
FaroAI09:47
Replayed EU-10482 and it finds the order in the EU store now. All 14 automatic checks pass, the new one included. When the first live EU conversation comes in, send it over and I'll check that too.
Checked
Verification
- Done: Replayed EU-10482 and found the order in the EU store
- Done: All 14 automatic checks pass, including the new EU one
- Done: Read the change back, and US lookups are unchanged
- Not verified yet: No live EU conversation has come in since the change

What Faro does

The stuff that used to wait for an engineer.

01 / 07

“Why did the bot say that?”

Send Faro the ticket or a screenshot. It reads the whole conversation, checks what the bot looked up and tells you what actually went wrong.

02 / 07

“Here, I recorded it.”

When it's quicker to show than to type, record your screen and drop the file in the channel. Faro watches it, including whatever you say over it, and comes back with what happened at which second and why.

03 / 07

“We changed the returns policy.”

Tell Faro what changed. It finds every place the old policy is written down and updates all of them, so the bot stops quoting the old one.

04 / 07

“The order lookup is broken.”

Faro follows the problem into the integration and fixes it there, even when that means changing code. Then it reruns the case that failed.

05 / 07

“Why are handoffs up this week?”

Faro reads the conversations and tells you what's driving it, with the numbers. There's usually one fix that matters most, and it tells you which.

06 / 07

“Hold that until legal signs off.”

Faro keeps track of what's pending. When legal says yes two days later, it picks the change back up without anyone explaining it again.

07 / 07

“Check next week if the fix held.”

Faro schedules the check, runs it once and posts the result in your channel, with the before and after.

#cx-opsSlack

DanaHead of CX14:02
@Faro why did the bot offer a refund on #20874? that one was already refunded
FaroAI14:04
Found it: The refund lookup came back 'refund pending' and the agent read that as no refund, so it offered a new one. The real refund went out Sep 24 and is still settling.
Looked at
Tool call record · refund lookup
Order
#20874
Status returned
refund pending
Agent read it as
Not refunded
Refund issued
Sep 24, settling
FaroAI14:05
Same mistake in 6 other conversations since Sep 24. I can have it treat 'refund pending' as refunded and tell the customer when the money lands. Want me to?

#cx-opsSlack

DanaHead of CX15:12
@Faro tried the bot myself on the site, asked where order 5377 is and it sent me straight to a human. here, I recorded it
Screen recording0:47
FaroAI15:15
Rule 6 did that. In the recording you ask where order 5377 is at 0:12 and get handed off at 0:34. The screen doesn't show what the agent looked up, so I pulled the conversation, #21462. Its record shows the lookup found the order, shipped with tracking, and rule 6 sent you to a human anyway.
Looked at
Screen recording · record of #21462
Recording, 0:12
You ask where order 5377 is
Recording, 0:34
The agent hands you to a human
Record · order lookup
Found 5377, shipped, tracking attached
Record · rule applied
Rule 6, shipped-order questions go to a human
FaroAI15:16
Noa asked for rule 6 on Oct 5, during the carrier delays. It sends every 'where is my order' on a shipped order to a human. Since then it's handed off 143 conversations, and the lookup had tracking in all 143. Are the delays over? If they are, I can take rule 6 out and the agent gives the tracking link again.

Northline CX teamWhatsApp

NoaSupport lead16:02
@Faro bot told a customer holiday returns are 30 days. this year it's 60 for orders placed Nov 1 to Dec 24. can you update?
FaroAI16:04
The 30-day window is written in two places, the 'Returns and exchanges' article and rule 7 of the instructions. One question: Do the 60 days count from delivery or from the order date?
NoaSupport lead16:09
from delivery
FaroAI16:12
Both updated with the holiday exception, and I read them back to be sure. Nothing else in the article or the rules changed.
Changed
Holiday exception added in two places
Returns and exchanges, paragraph 2
Added: Orders placed Nov 1 to Dec 24 can be returned within 60 days of delivery.
Agent instructions, rule 7
Added: For orders placed Nov 1 to Dec 24, accept returns within 60 days of delivery.

Northline support leadsiMessage

OmerFounder08:41
@Faro a retail customer asked about order 5120 and the bot quoted them a wholesale order with the same number. can't happen again
FaroAI08:44
The lookup hits both stores and takes whichever answers first. This time wholesale won. Your agent only talks to retail customers, so I'd limit the lookup to the retail store. OK?
OmerFounder08:45
yes. retail only
FaroAI08:58
Retail store only now. Order 5120 comes back with the retail order, and there's a new automatic check for numbers that exist in both stores.
Changed
Order lookup updated
Removed: Searches wholesale and retail, returns the first match
Added: Searches the retail store only
Added: New automatic check for numbers in both stores

#cx-opsSlack

DanaHead of CX08:30
@Faro handoffs looked way up last week. what happened?
FaroAI08:52
Up from 61 to 97. I read all 97. 41 of them were questions about the Ridge 40 carry-on, which launched Sep 22 and isn't in the agent's knowledge at all.
Found
Handoff reasons, Sep 21 to Sep 27
97 conversations the agent handed to a human, out of 1,205 it handled
Ridge 40 questions, no knowledge entry
41
Address change after shipping, by rule
22
Asked for a human first
14
9 other reasons
20, none above 4
FaroAI08:53
I'd add a Ridge 40 knowledge entry with the dimensions and weight and a clear carry-on answer. 17 of the 41 asked about European cabin allowances and the product page doesn't cover that. What's the answer?

Northline CX teamWhatsApp

NoaSupport leadTue 11:20
@Faro we want the bot to stop offering the extended warranty on refurbished items. legal is still on the wording so hold for now
FaroAITue 11:21
Noted, holding until legal signs off. When they do, I'll pull the extended-warranty offer from rule 9 and the 'Refurbished items' article. Nothing moves before then.
NoaSupport leadThu 09:05
@Faro legal approved. use this line: 'Refurbished items carry the standard one-year warranty.' go
FaroAIThu 09:11
Rule 9 and the 'Refurbished items' article both say 'Refurbished items carry the standard one-year warranty' now. The extended-warranty offer is gone from both. I read them back to confirm.
Changed
Extended-warranty offer replaced
Rule 9 and the 'Refurbished items' article
Removed: Offer the extended warranty on refurbished items.
Added: Refurbished items carry the standard one-year warranty.

#cx-opsSlack

DanaHead of CXSep 29 09:52
@Faro can you check in a week that the EU fix held?
FaroAISep 29 09:52
Sure. Tuesday Oct 6 at 09:00, posted here in #cx-ops. I'll compare EU- lookups since the fix against the 23 failures before it. One run, it won't repeat.
FaroAIOct 6 09:00
The EU fix held. Sep 29 to Oct 5, 34 of 34 EU- lookups found an order. Before the fix it was 0 of 23. Nothing else is scheduled.
Found
EU fix check, Sep 29 to Oct 5
EU- prefixed order lookups run by your support agent since the fix
Lookups run
34
Found an order
34 of 34
Before the fix
0 of 23
Handed off as 'order not found'
0, was 17 of 19

What Faro does

The stuff that used to wait for an engineer.

01 / 07
“Why did the bot say that?”
Send Faro the ticket or a screenshot. It reads the whole conversation, checks what the bot looked up and tells you what actually went wrong.
#cx-opsSlack
1. DanaHead of CX14:02
  @Faro why did the bot offer a refund on #20874? that one was already refunded
2. FaroAI14:04
  Found it: The refund lookup came back 'refund pending' and the agent read that as no refund, so it offered a new one. The real refund went out Sep 24 and is still settling.
  Looked at
  Tool call record · refund lookup
  Order
  #20874
  Status returned
  refund pending
  Agent read it as
  Not refunded
  Refund issued
  Sep 24, settling
3. FaroAI14:05
  Same mistake in 6 other conversations since Sep 24. I can have it treat 'refund pending' as refunded and tell the customer when the money lands. Want me to?
02 / 07
“Here, I recorded it.”
When it's quicker to show than to type, record your screen and drop the file in the channel. Faro watches it, including whatever you say over it, and comes back with what happened at which second and why.
#cx-opsSlack
1. DanaHead of CX15:12
  @Faro tried the bot myself on the site, asked where order 5377 is and it sent me straight to a human. here, I recorded it
  Screen recording0:47
2. FaroAI15:15
  Rule 6 did that. In the recording you ask where order 5377 is at 0:12 and get handed off at 0:34. The screen doesn't show what the agent looked up, so I pulled the conversation, #21462. Its record shows the lookup found the order, shipped with tracking, and rule 6 sent you to a human anyway.
  Looked at
  Screen recording · record of #21462
  Recording, 0:12
  You ask where order 5377 is
  Recording, 0:34
  The agent hands you to a human
  Record · order lookup
  Found 5377, shipped, tracking attached
  Record · rule applied
  Rule 6, shipped-order questions go to a human
3. FaroAI15:16
  Noa asked for rule 6 on Oct 5, during the carrier delays. It sends every 'where is my order' on a shipped order to a human. Since then it's handed off 143 conversations, and the lookup had tracking in all 143. Are the delays over? If they are, I can take rule 6 out and the agent gives the tracking link again.
03 / 07
“We changed the returns policy.”
Tell Faro what changed. It finds every place the old policy is written down and updates all of them, so the bot stops quoting the old one.
Northline CX teamWhatsApp
1. NoaSupport lead16:02
  @Faro bot told a customer holiday returns are 30 days. this year it's 60 for orders placed Nov 1 to Dec 24. can you update?
  FaroAI16:04
  The 30-day window is written in two places, the 'Returns and exchanges' article and rule 7 of the instructions. One question: Do the 60 days count from delivery or from the order date?
  NoaSupport lead16:09
  from delivery
2. FaroAI16:12
  Both updated with the holiday exception, and I read them back to be sure. Nothing else in the article or the rules changed.
  Changed
  Holiday exception added in two places
  Returns and exchanges, paragraph 2
  Added: Orders placed Nov 1 to Dec 24 can be returned within 60 days of delivery.
  Agent instructions, rule 7
  Added: For orders placed Nov 1 to Dec 24, accept returns within 60 days of delivery.
04 / 07
“The order lookup is broken.”
Faro follows the problem into the integration and fixes it there, even when that means changing code. Then it reruns the case that failed.
Northline support leadsiMessage
1. OmerFounder08:41
  @Faro a retail customer asked about order 5120 and the bot quoted them a wholesale order with the same number. can't happen again
  FaroAI08:44
  The lookup hits both stores and takes whichever answers first. This time wholesale won. Your agent only talks to retail customers, so I'd limit the lookup to the retail store. OK?
  OmerFounder08:45
  yes. retail only
2. FaroAI08:58
  Retail store only now. Order 5120 comes back with the retail order, and there's a new automatic check for numbers that exist in both stores.
  Changed
  Order lookup updated
  Removed: Searches wholesale and retail, returns the first match
  Added: Searches the retail store only
  Added: New automatic check for numbers in both stores
05 / 07
“Why are handoffs up this week?”
Faro reads the conversations and tells you what's driving it, with the numbers. There's usually one fix that matters most, and it tells you which.
#cx-opsSlack
1. DanaHead of CX08:30
  @Faro handoffs looked way up last week. what happened?
2. FaroAI08:52
  Up from 61 to 97. I read all 97. 41 of them were questions about the Ridge 40 carry-on, which launched Sep 22 and isn't in the agent's knowledge at all.
  Found
  Handoff reasons, Sep 21 to Sep 27
  97 conversations the agent handed to a human, out of 1,205 it handled
  Ridge 40 questions, no knowledge entry
  41
  Address change after shipping, by rule
  22
  Asked for a human first
  14
  9 other reasons
  20, none above 4
3. FaroAI08:53
  I'd add a Ridge 40 knowledge entry with the dimensions and weight and a clear carry-on answer. 17 of the 41 asked about European cabin allowances and the product page doesn't cover that. What's the answer?
06 / 07
“Hold that until legal signs off.”
Faro keeps track of what's pending. When legal says yes two days later, it picks the change back up without anyone explaining it again.
Northline CX teamWhatsApp
1. NoaSupport leadTue 11:20
  @Faro we want the bot to stop offering the extended warranty on refurbished items. legal is still on the wording so hold for now
  FaroAITue 11:21
  Noted, holding until legal signs off. When they do, I'll pull the extended-warranty offer from rule 9 and the 'Refurbished items' article. Nothing moves before then.
2. NoaSupport leadThu 09:05
  @Faro legal approved. use this line: 'Refurbished items carry the standard one-year warranty.' go
  FaroAIThu 09:11
  Rule 9 and the 'Refurbished items' article both say 'Refurbished items carry the standard one-year warranty' now. The extended-warranty offer is gone from both. I read them back to confirm.
  Changed
  Extended-warranty offer replaced
  Rule 9 and the 'Refurbished items' article
  Removed: Offer the extended warranty on refurbished items.
  Added: Refurbished items carry the standard one-year warranty.
07 / 07
“Check next week if the fix held.”
Faro schedules the check, runs it once and posts the result in your channel, with the before and after.
#cx-opsSlack
1. DanaHead of CXSep 29 09:52
  @Faro can you check in a week that the EU fix held?
  FaroAISep 29 09:52
  Sure. Tuesday Oct 6 at 09:00, posted here in #cx-ops. I'll compare EU- lookups since the fix against the 23 failures before it. One run, it won't repeat.
2. FaroAIOct 6 09:00
  The EU fix held. Sep 29 to Oct 5, 34 of 34 EU- lookups found an order. Before the fix it was 0 of 23. Nothing else is scheduled.
  Found
  EU fix check, Sep 29 to Oct 5
  EU- prefixed order lookups run by your support agent since the fix
  Lookups run
  34
  Found an order
  34 of 34
  Before the fix
  0 of 23
  Handed off as 'order not found'
  0, was 17 of 19

Where Faro works

It lives in your team chat and works on your agent.

01 / 03

In Slack, WhatsApp or iMessage

Add Faro to the channel or group you already use. Anyone there can ask it things, and it follows the conversation, so you don't have to repeat yourself.

02 / 03

Inside every ticket

Ask about any ticket and Faro shows you the whole story in one reply. You see what the customer said, what the bot looked up and which rule it followed.

03 / 03

Inside the agent itself

Faro can change what the bot knows, the rules it follows, its tool settings and the integrations Adelante built for you. It posts every change in your channel with who asked for it.

Northline CX teamWhatsApp

OmerFounder10:12
Berlin pop-up confirmed: Oct 16 to 19 at Alexanderplatz, 10:00 to 20:00. returns from the pop-up go through the online store
NoaSupport lead10:15
@Faro can the bot answer questions about this?
FaroAI10:16
Right now it can't. There's no entry for the Berlin pop-up, so it'd tell customers Northline only sells online. I can add the dates, address, hours and the returns line from Omer's message above. Want me to?
Looked at
Picked up from this group
Dates
Oct 16 to 19
Place and hours
Alexanderplatz, 10:00 to 20:00
Returns
Through the online store
Source
Omer's message at 10:12

#cx-opsSlack

DanaHead of CX13:05
@Faro pull everything on #21390. customer emailed Omer saying the bot 'gave up on her'
FaroAI13:07
She asked to change her delivery address on Sep 26. The order had already shipped, so rule 12 handed her to a human. Problem is the handoff note didn't include the new address she'd just given.
Looked at
Full record · #21390
Transcript
7 messages, Sep 26, 14:02 to 14:11
Tool calls
Order lookup, 1 match, shipped Sep 25
Integration diagnostics
2 calls, no errors
Rule applied
Rule 12, no address change after shipping
FaroAI13:08
Your team then asked her for the address a second time, and she dropped off. Want me to put the new address in the handoff note going forward?

Northline support leadsiMessage

OmerFounderFri 17:05
@Faro what did you change this week?
FaroAIFri 17:06
Four changes this week, all requested by your team. Two to the agent's text and two to integrations, and nothing else.
Looked at
Changes, Sep 28 to Oct 2
Mon · Knowledge
Holiday returns, 30 to 60 days. Asked by Noa
Tue · Integration
EU orders routed to the EU store. Asked by Dana
Wed · Instructions
Cinder added to the final-sale list. Asked by Noa
Thu · Integration
Order lookup limited to retail. Asked by Omer
FaroAIFri 17:07
Want this every Friday? Say the word and I'll post it here weekly.

Where Faro works

It lives in your team chat and works on your agent.

01 / 03
In Slack, WhatsApp or iMessage
Add Faro to the channel or group you already use. Anyone there can ask it things, and it follows the conversation, so you don't have to repeat yourself.
Northline CX teamWhatsApp
1. OmerFounder10:12
  Berlin pop-up confirmed: Oct 16 to 19 at Alexanderplatz, 10:00 to 20:00. returns from the pop-up go through the online store
  NoaSupport lead10:15
  @Faro can the bot answer questions about this?
2. FaroAI10:16
  Right now it can't. There's no entry for the Berlin pop-up, so it'd tell customers Northline only sells online. I can add the dates, address, hours and the returns line from Omer's message above. Want me to?
  Looked at
  Picked up from this group
  Dates
  Oct 16 to 19
  Place and hours
  Alexanderplatz, 10:00 to 20:00
  Returns
  Through the online store
  Source
  Omer's message at 10:12
02 / 03
Inside every ticket
Ask about any ticket and Faro shows you the whole story in one reply. You see what the customer said, what the bot looked up and which rule it followed.
#cx-opsSlack
1. DanaHead of CX13:05
  @Faro pull everything on #21390. customer emailed Omer saying the bot 'gave up on her'
2. FaroAI13:07
  She asked to change her delivery address on Sep 26. The order had already shipped, so rule 12 handed her to a human. Problem is the handoff note didn't include the new address she'd just given.
  Looked at
  Full record · #21390
  Transcript
  7 messages, Sep 26, 14:02 to 14:11
  Tool calls
  Order lookup, 1 match, shipped Sep 25
  Integration diagnostics
  2 calls, no errors
  Rule applied
  Rule 12, no address change after shipping
3. FaroAI13:08
  Your team then asked her for the address a second time, and she dropped off. Want me to put the new address in the handoff note going forward?
03 / 03
Inside the agent itself
Faro can change what the bot knows, the rules it follows, its tool settings and the integrations Adelante built for you. It posts every change in your channel with who asked for it.
Northline support leadsiMessage
1. OmerFounderFri 17:05
  @Faro what did you change this week?
2. FaroAIFri 17:06
  Four changes this week, all requested by your team. Two to the agent's text and two to integrations, and nothing else.
  Looked at
  Changes, Sep 28 to Oct 2
  Mon · Knowledge
  Holiday returns, 30 to 60 days. Asked by Noa
  Tue · Integration
  EU orders routed to the EU store. Asked by Dana
  Wed · Instructions
  Cinder added to the final-sale list. Asked by Noa
  Thu · Integration
  Order lookup limited to retail. Asked by Omer
3. FaroAIFri 17:07
  Want this every Friday? Say the word and I'll post it here weekly.

How it works

The questions CX leads ask us first.

01 / 04

“Can it see other companies' data?”

No. Every customer gets their own Faro, with its own memory and access. Yours only knows your agent and your setup.

02 / 04

“Will it change things on its own?”

No. Faro tells you what it wants to change and waits. Nothing goes live until someone on your team says yes.

03 / 04

“How do I know the fix worked?”

Faro reruns the ticket that failed and shows you the result. If something is still open, it says so in the same message.

04 / 04

“What if it can't fix something?”

Then it goes to Adelante's engineers, with the error and everything Faro already found. You don't have to chase anyone.

Northline support leadsiMessage

OmerFounder17:20
@Faro friends of ours at another brand are on Adelante too. can you check how their bot handles pre-order questions?
FaroAI17:21
Can't do that one. I only work on Northline's agent and I can't see any other customer's workspace or conversations. Happy to show you how your own agent handles pre-order questions though.
Looked at
Faro's workspace · Northline
Workspace
Northline only
Memory
Northline's decisions and open work
Credentials
Northline's agent and integrations
Other customers
No access
OmerFounder17:23
fair. do that
FaroAI17:31
Last 30 days: 84 pre-order questions, 71 resolved by the agent. All 13 handoffs were people asking for a ship date it doesn't have. Want me to add ship dates?

#cx-opsSlack

NoaSupport lead11:02
@Faro bot offered a return label for a final-sale item on #21044. we don't take returns on final sale
FaroAI11:04
Rule 4 lists final-sale items by name and the new Cinder collection isn't on it yet. I can add it and have the agent point to the final-sale terms instead of offering a label. Ship it?
NoaSupport lead11:10
ship it
FaroAI11:14
Cinder's on the rule 4 list now, and the agent cites the final-sale terms instead of offering a label. Read the rule back, the other exclusions are untouched.
Changed
Rule 4, final-sale exclusions
Rule 4, final-sale items (no returns)
Added: Cinder collection, all items
Added: If a customer asks to return a final-sale item, explain the final-sale terms and offer no label.

Northline CX teamWhatsApp

NoaSupport lead17:40
@Faro bot promised next-day delivery on a Friday 5pm order. cutoff is 2pm and we don't ship weekends. fix it and show me it's fixed
FaroAI17:49
The delivery rule had the 2pm cutoff but nothing about weekends. I added 'no dispatch Saturday or Sunday' and reran the Friday 5pm order. It quotes Tuesday now.
Checked
Verification
- Done: Weekend rule added to the delivery rule and read back
- Done: Friday 5pm order rerun, and the agent quotes Tuesday
- Done: Monday 1pm order rerun, and it still quotes next day
- Blocked: Public holidays aren't in the rule yet and need your list
FaroAI17:50
One gap: Public holidays aren't in the rule yet. Send me your list and I'll add them.

#cx-opsSlack

DanaHead of CX10:02
@Faro fyi the billing screen in the Adelante dashboard errors out when I open August's invoice
FaroAI10:05
That screen's outside my reach, but I can see the August invoice request failing with 'invoice not found'. Sent it to Adelante's engineers with the request ID. They'll reply in this thread.
Looked at
Handed to Adelante engineering
Screen
Billing, invoices
Error
Invoice not found, August
Request ID
8f3a-21c6
Sent with
This thread and the diagnostics
TamirAdelante15:40
August invoice was sitting under your old billing account. moved it, the screen opens now. thanks for the request ID Faro, saved me a hunt :)

How it works

The questions CX leads ask us first.

01 / 04
“Can it see other companies' data?”
No. Every customer gets their own Faro, with its own memory and access. Yours only knows your agent and your setup.
Northline support leadsiMessage
1. OmerFounder17:20
  @Faro friends of ours at another brand are on Adelante too. can you check how their bot handles pre-order questions?
2. FaroAI17:21
  Can't do that one. I only work on Northline's agent and I can't see any other customer's workspace or conversations. Happy to show you how your own agent handles pre-order questions though.
  Looked at
  Faro's workspace · Northline
  Workspace
  Northline only
  Memory
  Northline's decisions and open work
  Credentials
  Northline's agent and integrations
  Other customers
  No access
3. OmerFounder17:23
  fair. do that
  FaroAI17:31
  Last 30 days: 84 pre-order questions, 71 resolved by the agent. All 13 handoffs were people asking for a ship date it doesn't have. Want me to add ship dates?
02 / 04
“Will it change things on its own?”
No. Faro tells you what it wants to change and waits. Nothing goes live until someone on your team says yes.
#cx-opsSlack
1. NoaSupport lead11:02
  @Faro bot offered a return label for a final-sale item on #21044. we don't take returns on final sale
  FaroAI11:04
  Rule 4 lists final-sale items by name and the new Cinder collection isn't on it yet. I can add it and have the agent point to the final-sale terms instead of offering a label. Ship it?
  NoaSupport lead11:10
  ship it
2. FaroAI11:14
  Cinder's on the rule 4 list now, and the agent cites the final-sale terms instead of offering a label. Read the rule back, the other exclusions are untouched.
  Changed
  Rule 4, final-sale exclusions
  Rule 4, final-sale items (no returns)
  Added: Cinder collection, all items
  Added: If a customer asks to return a final-sale item, explain the final-sale terms and offer no label.
03 / 04
“How do I know the fix worked?”
Faro reruns the ticket that failed and shows you the result. If something is still open, it says so in the same message.
Northline CX teamWhatsApp
1. NoaSupport lead17:40
  @Faro bot promised next-day delivery on a Friday 5pm order. cutoff is 2pm and we don't ship weekends. fix it and show me it's fixed
2. FaroAI17:49
  The delivery rule had the 2pm cutoff but nothing about weekends. I added 'no dispatch Saturday or Sunday' and reran the Friday 5pm order. It quotes Tuesday now.
  Checked
  Verification
  Done: Weekend rule added to the delivery rule and read back
  Done: Friday 5pm order rerun, and the agent quotes Tuesday
  Done: Monday 1pm order rerun, and it still quotes next day
  Blocked: Public holidays aren't in the rule yet and need your list
3. FaroAI17:50
  One gap: Public holidays aren't in the rule yet. Send me your list and I'll add them.
04 / 04
“What if it can't fix something?”
Then it goes to Adelante's engineers, with the error and everything Faro already found. You don't have to chase anyone.
#cx-opsSlack
1. DanaHead of CX10:02
  @Faro fyi the billing screen in the Adelante dashboard errors out when I open August's invoice
2. FaroAI10:05
  That screen's outside my reach, but I can see the August invoice request failing with 'invoice not found'. Sent it to Adelante's engineers with the request ID. They'll reply in this thread.
  Looked at
  Handed to Adelante engineering
  Screen
  Billing, invoices
  Error
  Invoice not found, August
  Request ID
  8f3a-21c6
  Sent with
  This thread and the diagnostics
3. TamirAdelante15:40
  August invoice was sitting under your old billing account. moved it, the screen opens now. thanks for the request ID Faro, saved me a hunt :)

Get Faro

Two ways to get Faro.

Standalone

Faro for the agent you already run

If you already run your own AI support agent, Faro joins your team chat and takes the 'why did the bot do that' work off your engineers. On the demo we check what it can reach in your setup.

Book a Faro demo

Included with Adelante

Faro inside the managed service

Adelante builds and runs your AI support agent, and Faro is how your team asks for changes. You tell it what needs to change, and we take care of the rest.

See the managed service

If you're already with Adelante, Faro is included. Tamir switches it on and adds it to your channel.

Faro FAQ

What teams ask before they let Faro in.

What is an AI forward deployed engineer?

A forward deployed engineer is the engineer a software company sends to sit with a customer's team and make the product work in their setup. Faro does that job as AI, from your team chat, on your support agent and the integrations around it.

Does Faro work with the support agent we already run?

Depends on your setup. Faro needs to read your agent's conversations and configuration, and to change what you ask it to. On the demo we go through your systems one by one and tell you straight which ones Faro can reach and which it can't.

What does onboarding involve?

One call to start, where we go through which agent you run and what it's connected to. Then we agree on what Faro may read and what it may change, and add it to your Slack channel or your WhatsApp or iMessage group. If you want more access later, you ask and we widen it.

Who controls what Faro changes?

Your team. Faro only changes the agent when someone in your channel asks, and only within the access you agreed to at onboarding. Anyone in the channel can ask for work inside that access. Nobody can widen it from the chat. That stays with Adelante.

Who in our team can use Faro, and in which language?

Anyone in the channel or group it joined, within the access your team agreed at onboarding. It answers in whatever language you write in, so a Hebrew question gets a Hebrew answer. Product names and ticket and order numbers stay exactly as you typed them.

Can Faro change integration code, or only the agent's text?

Both. It changes configuration and code in the custom integrations Adelante built for you, like an order lookup that suddenly has to cover a second store. Before it reports back it runs the integration's automatic checks and replays the ticket that kicked it off.

Can Faro watch a screen recording?

Yes. Attach it in the channel or paste a link, and Faro watches it with the sound on, so if you talk over the recording it hears that too. It tells you what happened and at which point, then finds the conversation you recorded and reads its record for the cause, because the screen never shows what the bot looked up. If a recording sits behind a login and Faro can't open it, it says so instead of guessing from the title or the thumbnail. Short ones work best, so clip it to the part where the bot goes wrong.

Can Faro send us a weekly report automatically?

Yes, if you ask for one. Nothing recurring runs by default. Ask for a Friday report and Faro confirms the time and the channel it'll post to. If scheduling fails, it tells you in the thread, so you're never waiting on a report that isn't coming.

Does Faro talk to our customers?

No. Your customers talk to your support agent. Faro talks to your team, about that agent, in your channel. It reads customer conversations when it's investigating something, and that's as close as it gets. It never writes to a customer or edits a ticket, and the channels your agent answers on are off limits to it.

How does Faro relate to Adelante?

Adelante builds and runs Faro. If you're on the managed service, Adelante runs your support agent and Faro is how your team asks for changes to it. Whatever sits outside Faro's reach goes to Adelante's engineers. On its own, Faro works on the agent you already run. Either way you get your own Faro.