A CX leader
Planning the next phase
“We’re rolling out AI.
Leadership wants
more containment.”
How do we make sure that means
a better customer experience?
Your personal AI partnerfor CX leaders.
Big decisions. Better thinking.
Pressure-test a plan. Find the right measure. Turn a complex contact center question into a practical next step.
For the people leading
complex customer operations.
iMessage · Example conversation
We’re scaling AI across support. What should we measure first?
Start with what resolution means for the customer.
Containment alone won’t tell you whether they got the right answer.
How do we make that concrete?
Define resolution once for people and AI. Then review handoffs and repeat contacts.
One partner.
Your whole CX agenda.
When the stakes grow,
your perspective
should too.
More teams. More channels.
More decisions that reach
far beyond one conversation.
Tommy gives you space to think them through. A personal strategy partner who helps you challenge the premise, define the outcome, and make the next move specific.
Built around how CX works.
Available where you already talk.
Clarity isn’t
a bigger report.
It’s a better
conversation.
Follow one question from an ambitious target to a decision you can explain.
Illustrative conversation and decision brief.
“We’re rolling out AI.
Tommy
Your strategy partner
“Containment tells you
who stayed with the bot.
It doesn’t tell you
who got helped.”
Define resolution first. Apply the same standard to human and AI agents.
Measure resolution.
Then scale.
- Outcome
- The customer gets a correct, complete answer.
- Evidence
- Review resolution, handoffs, and reasons for repeat contact.
- Decision
- Expand where the outcome holds. Improve the gaps first.
From a target to a plan.Your priorities.
A sharper perspective.
Specific enough to be useful.
Broad enough for the whole operation.
Explore a conversation01 / 05
“Different teams. Different QA scores. How do we create one standard that means something?”
Start with the same definition of a resolved issue. Have your team leads score the same examples independently, then discuss where their judgments differ.
A useful starting pointA calibration plan built around shared criteria.
Example responses, not a live chat. Tommy works with the context you share.
Deep in CX.
On your side.
Tommy comes from Hear, the team building intelligence for complex customer operations. That focus shapes the questions he asks and the thinking he brings.
Explore the Hear platformTTommy
A personal thinking partner
Tommy helps you work through strategy in a conversation. Free to use, with no system integration required.
Intelligence for your operation
Hear’s platform analyzes customer interactions for quality, coaching, performance, and AI-agent oversight.
Hear platform certifications
- SOC 2 Type II
- ISO 27001:2022
- ISO 27799:2016
For Tommy, keep the conversation at the strategy level. Share general scenarios, not customer data or confidential material.
Bring your
next big question.
Leave with
a clearer next move.
Your personal CX strategy partner.
One message away. Free to use.
Start in iMessage No subscription or Hear account required.
Carrier charges may apply if sent as SMS.
The QR opens the conversation. Paste your question into Messages.
Good questions.
Straight answers.
A few things to know
before you say hello.
Is Tommy really free?
Yes. You can talk to Tommy for free, without a Hear subscription. If your message is sent as SMS instead of iMessage, your carrier’s normal charges may apply.
Who is Tommy for?
Enterprise CX leaders, contact center directors, quality teams, and people responsible for customer operations and AI oversight. Tommy currently chats in English.
What can I actually ask?
Bring a coaching challenge, a QA question, a retention problem, or a decision about measuring your AI agents. Tommy can help you structure the problem, weigh options, and draft a practical next step.
Can Tommy access my calls or do things for me?
Tommy is a conversational AI assistant. He doesn’t connect to your systems, listen to your calls, or send tasks to your team. He works through the situation you describe with you.
Can I share customer or business-sensitive data?
Keep the discussion at the strategy level. Don’t share customer data, recordings, transcripts, credentials, or confidential business information. Describe the situation in general terms and use hypothetical examples.
How is this connected to Hear?
Tommy is made by Hear, the team behind the contact center intelligence platform. You can use Tommy on his own. If you want to explore Hear for your operation, visit hear.ai.
Do I need to install anything?
No extra app. Open the message link on your iPhone, or scan the QR code with its camera. The link opens Messages; iMessage availability depends on your device and settings.