Functionality

We use a combination of AI powered technology and live Cents Support Agents to answer all your calls and provide FAQ support, as well as place orders and manage existing ones, with integrated functionality like refilling laundry card balances.

Yes, calls and texts will go to the same Cents-issued phone number, and if you have AssistAI enabled the system will auto-generate responses and conversations by SMS as well as phone.
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Yes, the orders will be handled by our team of agents, or if they try to submit an order via SMS, you will receive a message with the customer's information and order request.

Yes, our system will match their phone number to any existing orders in the system and they can easily manage/update existing orders through our support team.
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You can forward any number of phone lines to your designated Assist number (i.e. different stores with different phone numbers) and our system will intelligently route calls to the appropriate escalation number (that you give us) based on which store the customer is calling about.
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The AI system operates 24/7, and the human Agents are available Wednesday - Sunday 3:00PM - 12:00AM (EST) (Subject to change).
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The data is available in a standard report called “Call History” and call logs/recordings/transcripts/summaries are in the Message Center.
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Sometimes answers can be misrepresented if the information was not specific enough, or phrased incorrectly. You can always edit the information that the system is trained on.
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You can contact support as you would normally and request to make any changes to the AI agent’s response.

Soon, you will be able to edit the information yourself in the business manager (est. Q2’25).
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Yes, changes to Assist AI responses can be requested. Customers can email [email protected] or reach out to their CSM to request changes to the Assist script.
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If a call is escalated to the store and no one answers, the call will go to voicemail, just like a normal call.
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If an operator manages multiple stores, the Assist agent will ask which store the customer is calling about. The AI can intuitively identify stores based on locations or geographic landmarks provided during the call.
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Escalations can be sent to any number the operator chooses. Standard solutions include:

Currently, Assist AI responses cannot be turned on or off at the location level. They can only be managed at the business or customer level.
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When an escalation call happens, the system uses a “cold transfer” function, which passes the customer’s number through to the escalation number. This ensures you can identify the call as legitimate.
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Currently, the Assist agent does not identify the specific number being called, as it operates as a business-level bot. However, it can easily determine which store the customer is calling about using various identifiers, such as location or geographic landmarks mentioned during the call.

Both business- and customer-level toggles are accessible in the mobile view.
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No, the escalation number will never be given to customers.
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Yes, just as you would order food on the phone from a restaurant, our agents will take a customer's payment information over the phone and update the system. We adhere to the strictest data privacy and consumer protection policies, and the data is never stored outside the Cents ecosystem.
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You fill out a questionnaire during onboarding that tells the system everything it needs to know.