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NewPazau Agent 3 is here: Procedures that test themselves before they go live
For CX operations

Procedures you can change in an afternoon.

Write your SOPs in plain language. Pazau simulates every change against thousands of past conversations, routes it for approval, and ships it as a new version you can roll back in one click. No tickets to engineering. No retraining a model.

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Plain-language ProceduresSimulation on real conversationsVersioning and approvalsOne-click rollback
Procedures · Late delivery → Credit · v14 → v15
Draft
# When a delivery arrives late
− 3. Offer a $10 credit for any late delivery.
+ 3. Late by 1–2 days: offer a $10 credit with issue_credit.
+ 4. Late by 3+ days: refund shipping in full.
+ 5. Credits over $40 need approval: CX lead.
Simulation500 past conversations
Resolved correctly431
Escalated (expected)52
Outcome changed, review17
Approvals
  • Rosa KimHead of CX Operations Approved
  • Jon AlvarezFinance · refunds owner Pending
3.5 hrs
median time from policy change to live Procedure
500+
past conversations replayed per simulation by default
1 click
to roll back any Procedure version
100%
of AI decisions traced to a Procedure version
How CX ops teams work in Pazau

You own the policy. Pazau follows it.

Procedures are how your team tells Pazau what to do. Actions are what it's allowed to do. Simulation, versioning and approvals make every change safe to ship.

01

Write Procedures in plain language

20 min
to write a typical Procedure

Write SOPs the way you'd train a new hire. Reference Actions by name, add conditions and limits, and link to knowledge articles. No flow builder or decision tree.

Procedure · Damaged item → Replace or refundLive
  1. 1.Ask for a photo of the damage if not already @attached.
  2. 2.Look up the order with get_order. Under 30 days → offer create_replacement or a refund.
  3. 3.Refunds over $250 need approval: CX lead.
  4. 4.Never promise a delivery date for replacements.
Actionsget_ordercreate_replacementissue_refund
02

Give Actions limits, not blank checks

0
refunds outside limits

Every Action has guardrails you control: amount caps, daily totals, customer tiers and required approvals. Engineering connects the API once. You manage the limits.

Procedure · Action policy · issue_refundLive
  1. 1.Auto-approve up to $250 per conversation and $5,000 per day.
  2. 2.Customers with 3+ refunds in 90 days → approval: loss prevention.
  3. 3.Log reason code on every call to issue_refund.
Actionsissue_refundissue_creditapply_discount
03

Simulate before you ship

2,000
conversations in a typical pre-peak run

Replay any draft against hundreds of past conversations. See which outcomes change, which conversations now escalate, and where the Procedure is ambiguous, before a single customer sees it.

Procedure · Simulation runLive
  1. 1.Replay the last 500 matching conversations with simulate.
  2. 2.Diff outcomes against the live version: resolved, escalated, changed.
  3. 3.Flag conversations the Procedure doesn't cover, with suggested steps.
04

Version and approve every change

Full
audit trail for every version

Every edit creates a version with an author, a diff and a simulation report. Route changes to finance, legal or compliance based on what they touch, and keep the approval in the audit trail.

Procedure · Approval rulesLive
  1. 1.Changes to refund or credit amounts → approval: finance.
  2. 2.Changes to disclosures or regulated language → approval: compliance.
  3. 3.Everything else → approval: CX ops lead.
05

Roll out gradually, roll back instantly

10%
typical canary before full rollout

Ship a new version to 10% of conversations, compare it with the current one live, then promote it. If something looks wrong, roll back in one click and every in-flight conversation follows.

06

Find the next fix in Insights

Weekly
improvement cycle, not quarterly

Insights clusters handoffs and low-QA conversations by cause and suggests the Procedure step that would have resolved them. Your backlog writes itself, ranked by volume.

The change lifecycle

From policy change to production, the same afternoon.

Every Procedure change follows the same path. It's fast because it's safe.

  1. 01

    Draft

    Edit the Procedure in plain language. Pazau highlights Actions, limits and missing edge cases as you type.

  2. 02

    Simulate

    Replay hundreds of past conversations. Review every outcome that changed.

  3. 03

    Review

    Share the diff and simulation report with the people who own the policy.

  4. 04

    Approve

    Approval rules route the change to finance, legal or compliance based on what it touches.

  5. 05

    Canary

    Ship to a slice of traffic. Compare resolution, CSAT and QA with the live version.

  6. 06

    Live

    Promote with a click. Every trace records the version it ran, and rollback is instant.

Controls

Speed for CX. Evidence for everyone else.

Your legal, compliance and security teams get the evidence they need without slowing you down.

Procedures · Change log
  • LiveLate delivery → Credit · v15 · promoted from 10% canary
  • ApprovedRefund cap $250 → $300 · approved by Finance
  • ReviewCancellation script v8 · awaiting Compliance
  • Rolled backPromo eligibility v6 → v5 · 3 outcome changes flagged
  • SimulatedWarranty claim v4 · 500 conversations · 2 need review
Traces

Every decision, explained

Each AI decision records the Procedure version, the step it followed, the data it saw and the Actions it took. Export traces for audits or disputes.

Guardrails

Policies that override Procedures

Pazau Guard policies, like no legal advice or no promises of delivery dates, apply across every Procedure and can't be edited out by accident.

Permissions

Role-based editing

Separate who can draft, who can approve and who can publish. SSO and SCIM on Business and Enterprise.

Sandbox

Test against real systems

Business and Enterprise include a sandbox with test credentials for your commerce, booking or claims systems.

Retention

History on your schedule

Versions, approvals and traces retained for as long as your policies require, with export at any time.

AI

No retraining needed

Procedures change behavior immediately. Pazau never trains foundation models on your data, so there is nothing to retrain.

Visit the Trust CenterRead our AI Addendum
Integrations

Actions for the systems your team already runs.

120+ prebuilt connectors, plus Actions that call any REST or GraphQL API. Engineering connects once, CX ops configures forever.

Browse all integrations
Helpdesk
ZendeskSalesforce Service CloudGorgiasPazau Inbox
Commerce & orders
ShopifySAP CommerceNetSuiteStripe
Industry systems
AmadeusSabreGuidewireEpicFiserv
Knowledge & collaboration
ConfluenceNotionGoogle DriveSlackMicrosoft Teams
Customer stories

CX ops teams that ship policy weekly.

All customer stories
◐Vasa Mobility
“We went from business-hours support in four languages to 24/7 in eleven, without adding headcount. Pazau Agent now resolves seven out of ten conversations, and our CSAT went up.”
LH
Linnea Holmberg
VP Customer Experience, Vasa Mobility
73%
AI resolution rate
11
languages, 24/7
+9 pts
CSAT in six months
Read the Vasa Mobility story
◆Meridian Mutual
“A claim starts on the worst day of someone's life. Now every caller gets answered right away, the claim is open before they hang up, and we can show a regulator that every single call was handled fairly.”
DO
Denise Okafor
SVP Claims Operations, Meridian Mutual
100%
of claims calls QA-scored
7 min
median FNOL intake, down from 21
61%
of FNOL calls completed end-to-end by Voice
Read the Meridian Mutual story
FAQ

Questions we hear in every evaluation.

Do we need engineers to change a Procedure?+
No. Procedures are plain language, edited by CX ops. Engineers connect Actions once. After that, limits, conditions and wording are yours to change.
How is this different from a flow builder?+
Flow builders break on anything the flow didn't anticipate. Procedures describe the policy, and Pazau reasons through the conversation within it, using only the Actions and limits you allow.
What does simulation actually test?+
It replays real past conversations against the draft, runs Actions in dry-run mode, and compares outcomes with the live version. You see every conversation whose outcome would change.
Can compliance review changes before they ship?+
Yes. Approval rules route changes by what they touch, such as refund amounts or regulated language. The approval, diff and simulation report are stored with the version.
What if a change goes wrong in production?+
Roll back in one click. In-flight conversations continue on the previous version, and the trace shows exactly which conversations ran on which version.

See what your team could resolve.

Bring 1,000 of your real conversations. We'll show you, in a 30-minute call, how many Pazau Agent resolves end-to-end.

Book a demoSee pricing