AI Agent for Chat Support — Built for Celonis EMS
Automate Chat Support for teams using Celonis EMS. DeskFerry agents handle the workflow end-to-end — no code, set up in minutes.
84 chats handled overnight. Sample resolution:
Customer
“Hey — my Slack agent stopped firing after I rotated the workspace token yesterday. Anything I need to do on my end?”
Agent draft · in your tone
Hi Lara — totally normal, the new token needs a quick re-auth. I've sent a one-click reconnect link to your DeskFerry inbox; once you tap it the agent will pick up where it left off (no re-training needed).
How does Celonis EMS work for Chat Support automation?
Celonis EMS works for Chat Support automation by powering a DeskFerry agent that runs the workflow end-to-end inside your existing tools — no code, no custom build.
- 01
Trigger fires
The agent connects to Celonis EMS alongside the other apps your team already uses, watches for the triggers that matter for Chat Support, and takes the next step on its own while keeping a complete audit trail for review.
- 02
Answer live @Intercom chats using @Celonis EMS in our brand voice
AI handles common questions immediately, reducing wait times to zero for routine inquiries.
- 03
Escalate the rest with full context to @Zendesk
Teams typically see instant around the clock once the agent is in production.
- 04
You approve
You stay in control: every action is logged, confidence thresholds are configurable, and anything ambiguous is queued for a human instead of being silently auto-completed.
How you tell it what to do
Built in plain English.
You write the rule the way you'd describe it to a teammate. The agent reads the rule, breaks it into the actions it'll take, and confirms the apps it'll touch — before it does anything.
- 1Answer live @Intercom chats using @Celonis EMS in our brand voice
- 2Escalate the rest with full context to @Zendesk
How it connects
Connect Celonis EMS. The agent does the rest.
Claude and ChatGPT are already running on our side. You connect Celonis EMS with one click, and chat support runs inside it.
Claude and ChatGPT run on our keys. Nothing for you to configure.
- Celonis EMSConnect
- IntercomConnect
- ZendeskConnect
Runs on your data, in your apps.
Nothing to deploy. Nothing to maintain.
Actions
What Celonis EMS + DeskFerry can do
Real Celonis EMS actions your AI agent can perform automatically — no manual work required.
Generate invoices
Create and send invoices from Celonis EMS when projects are completed, milestones are hit, or billing cycles close.
Track expenses
Capture expense entries in Celonis EMS from receipts, bank feeds, or employee submissions and categorize them automatically.
Manage client projects
Create project records in Celonis EMS when new clients sign on and track deliverables, budgets, and timelines.
Schedule appointments
Book meetings and consultations in Celonis EMS based on availability, send confirmations, and sync to team calendars.
Reconcile payments
Match incoming payments in Celonis EMS to outstanding invoices and update account balances in real-time.
Generate financial reports
Pull revenue, expense, and profit data from Celonis EMS into formatted reports for stakeholders and accountants.
Manage contracts
Track contract status, renewal dates, and approval workflows in Celonis EMS with automated reminders before expiration.
Automate approval workflows
Route purchase orders, budget requests, and document approvals through Celonis EMS based on predefined authorization rules.
Hi Lara — totally normal, the new token needs a quick re-auth. I've sent a one-click reconnect link to your DeskFerry inbox; once you tap it the agent will pick up where it left off (no re-training needed).
Customer reports a duplicate charge; refund queued, awaiting confirmation.
Customer asking what's included on the Growth plan vs. Pro.
Human in the loop
Approve before it sends.
Every draft lands in a review queue. You approve, edit, or reject — the agent never acts on its own unless you explicitly turn that on for a workflow you trust.
Governance
Every action, with the reasoning attached.
Each step the agent takes is logged with what it did, why it did it, and which app it touched. Audit-ready, so security and compliance can sign off without backfilling.
- Lara Knight9:14 AM
Customer marked the resolution as helpful.
- Agent9:12 AM
Sent reply on ticket #9281.
Reason: Confidence above auto-send threshold; voice match passed; SLA at-risk.
- Agent9:11 AM
Drafted reply in your team's voice.
- Agent9:10 AM
Pulled customer plan, prior tickets, and account context.
- Agent9:09 AM
Triaged #9281 as the matching topic.
How it works
Get started in three steps
Step 01
Connect Celonis EMS
Authorize Celonis EMS in your DeskFerry dashboard. Projects, clients, and financial data sync instantly.
Step 02
Define Business Workflows
Set up automation rules for Celonis EMS — project milestones, invoice events, or client status changes trigger AI actions.
Step 03
Run Your Business on Autopilot
AI handles the operational work inside Celonis EMS while you focus on growth. Track efficiency gains live.
Start automating Chat Support for Celonis EMS
7-day free trial. Works with the tools you already use.
FAQ
Frequently asked questions
What specific Chat Support tasks can the Celonis EMS integration automate?
The Celonis EMS integration automates end-to-end Chat Support — including data capture from Celonis EMS, validation, routing, follow-up actions, and status updates. Every Chat Support step that touches Celonis EMS can be handled by the AI agent.
Can I customize which Celonis EMS events trigger Chat Support actions?
Yes. You define exactly which Celonis EMS events start Chat Support workflows — new records, status changes, messages, or custom triggers. Each trigger can have conditions so Chat Support actions only fire when your specific criteria are met in Celonis EMS.
Can the Celonis EMS Chat Support agent also work with other tools in my stack?
Yes. The Chat Support agent connected to Celonis EMS simultaneously interacts with 1,500+ other apps — CRMs, databases, email platforms, and more. A single Chat Support workflow can pull data from Celonis EMS, process it, and push results to multiple destinations.
How does AI-powered Chat Support via Celonis EMS compare to manual processing?
Manual Chat Support in Celonis EMS requires constant tab-switching, copy-pasting, and follow-up tracking. DeskFerry eliminates this by handling Chat Support tasks in real-time as Celonis EMS events occur — running 24/7 with consistent accuracy and zero fatigue.
What happens when the Chat Support agent encounters an issue in Celonis EMS?
When the AI hits an edge case during Chat Support processing in Celonis EMS, it escalates to your team with full context — the Celonis EMS record, what was attempted, and why it needs review. Your Chat Support pipeline never stalls or loses data.
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