Customer service
Handle every customer comment with speed, accuracy, and consistency, across channels at scale, without adding headcount.
Arwen uses AI to surface real issues fast, suggest accurate on-brand responses and resolve problems across paid and organic comments.
Social comments are fast becoming the most demanding real-time support channel. Arwen helps teams spot urgent issues fast and respond confidently, before delays turn into public problems.
82%
By responding within the 10-minute tolerance most users expect on social
391%
When customer questions are answered within the first minute
94%
By using AI to surface the content and generate on-brand accurate suggested replies
When replies are slow, inconsistent, or missed, small issues escalate publicly. Trust erodes, repeat questions pile up, and support teams get stretched thin trying to keep up across platforms.
For most customer service teams:
All of which leads to sub-optimal customer care, missed opportunities and burnt out teams.
Arwen turns fast-moving social comments into a support channel you can run with confidence, enabling faster responses, consistent service, and calmer teams, even during demand spikes.
Arwen Engage
Engage prioritises customer questions and complaints and supports agents with accurate, on-brand suggested replies. Teams resolve issues quickly and consistently, even during spikes.
Automation handles repetition. Agents focus on resolution.
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Arwen Signals
Signals turns thousands of social comments into clear insight about recurring issues, confusion and friction. Instead of trawling threads and analysing historical reports, teams get clear recommendations about how to tackle comment-drivers and where to intervene.
Less firefighting. More proactive support.
Learn more ⟶Arwen Moderate
Moderate applies your moderation rules in real time, removing spam, abuse and low-value noise before it reaches agents. Genuine customer issues stay visible, without constant manual review.
For service teams, this means fewer distractions and more time spent resolving real problems.
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Arwen helps Customer Service teams respond faster, stay consistent, and resolve issues on social, even when volume spikes.
Arwen automatically identifies questions, complaints and urgent issues across paid and organic social, so the right comments surface first and nothing critical is missed, without manual triage.
Signals highlights recurring problems and rising friction in real time, helping teams spot issues early, reduce repeat contacts and resolve issues before backlogs build.
Engage supports agents with brand-approved, policy-compliant reply suggestions, so responses are fast, accurate and consistent, even across large or distributed teams.
Every action, response, and escalation is tracked and auditable, giving Customer Service leaders confidence in quality, compliance and performance without slowing teams down.
Onboarding and set up
Social customer service at scale: quick to launch, easy to govern, built for peak demand.
Connect once to your social channels across paid and organic. No code, no workflow disruption.
We capture what “good service” looks like for your brand: response priorities, escalation thresholds, moderation rules and hand-off points. Policies are configured to work consistently across every comment, removing guesswork for agents.
We train Arwen on your knowledge base, approved facts and tone of voice. This creates a shared factual repository and style guide the AI uses to support replies. Suggested responses stay accurate, on-brand and aligned with your service standards.
We onboard your agents onto Arwen, where comments are prioritised and supported with suggestions, in a simple and easy to use interface. We set up integrations to other tools in your stack.
As demand spikes, Arwen absorbs volume through automation while maintaining prioritisation, quality and visibility for leads. Customer service scales without constant retraining, firefighting, or headcount growth.
I’m really impressed with the content of the suggested replies of Arwen Engage. I only send and never use the edit button!
See how Arwen helps customer service teams respond at scale, stay on-brand and reduce pressure on agents.
FAQ
Arwen prioritises customer questions, complaints, and urgent issues in real time, so teams see what needs a response first. Suggested replies reduce handling time, while automation removes noise, helping teams consistently respond within expected timeframes.
Yes. Arwen is designed for volume. During spikes, automation handles routine moderation and prioritisation, so agents can focus on complex or sensitive cases without response times slipping.
Engage uses your policies, tone guidelines, and factual knowledge base to generate suggestions. Agents always stay in control, reviewing, editing, or approving replies, so quality and consistency are maintained.
Yes. Arwen supports role-based access, multiple brands, regions, and 30+ languages. Leaders can onboard teams gradually, apply shared policies globally, and tailor workflows locally where needed. In app auto-translation means teams can work across regions.
Most teams connect their social accounts and define policies in days, not weeks. There’s no code required, and onboarding is designed to fit alongside live operations without disruption.
By filtering spam, prioritising genuine customer needs, and supporting responses with AI, Arwen reduces cognitive load. Teams spend less time triaging noise and more time resolving meaningful issues.
Because Arwen is connected to your factual repository, you only have to update a fact once and then every suggested reply will be accurate. So no more constant retraining of multiple agents when your facts change.
Reporting allows leaders to see response times, volumes and trends. Signals turns thousands of comments into actionable recommendations, helping leaders make faster decisions about risks, capacity issues, and recurring problems early.
Yes. Arwen is built with enterprise-grade security, auditability, and access controls. All actions are logged, policies are enforced consistently, and sensitive cases can be escalated with context and evidence.