Dora by Gatestone
Dora Assist
Give contact center agents live guidance grounded in trusted knowledge, customer context, and service workflows.
Guidance in the moment
What Dora delivers
Put trusted knowledge and recommended actions inside the agent workflow
Live knowledge guidance
Surface concise, relevant answers from approved content without forcing agents to search across disconnected systems.
Guidance shaped by context
Use interaction intent, customer history, service state, and permissions to tailor guidance to the moment.
Automated interaction wrap-up
Generate summaries, disposition support, and structured notes that reduce repetitive after-contact work.
Challenge to response
OPERATING SIGNALS
MONITORED
Challenge 01
Agents search multiple systems and interpret long documents while customers wait.
Gatestone Digital response
Retrieve concise answers from approved sources based on the customer, intent, and work state.
Challenge 02
Navigation, note-taking, summarization, and repeated data entry pull attention away from the customer.
Gatestone Digital response
Generate reviewable summaries, documentation, and recommended next steps inside the existing workspace.
Challenge 03
Unbounded responses can conflict with policy, permissions, brand standards, or regulatory requirements.
Gatestone Digital response
Ground outputs, limit authority, require confirmation, log actions, and escalate when confidence or scope is insufficient.
Enterprise perspective
Build an operational decision layer, not another search box
Dora delivery system
A practical path from knowledge readiness to measurable adoption
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Prioritize use cases
Identify interaction types where search time, complexity, and after-contact work create the greatest customer and employee friction.
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Prepare knowledge
Clean, structure, approve, and assign ownership to the sources that will ground responses.
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Connect context
Integrate customer, CRM, case, workflow, and permission data required for relevant assistance.
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Design controls
Define allowed actions, confirmation points, escalation logic, citations, monitoring, and failure behaviour.
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Pilot with agents
Test guidance quality, workflow fit, adoption, accessibility, and operational impact with frontline users.
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Run the learning loop
Use feedback, corrections, outcomes, and knowledge changes to improve the system continuously.
More capable agents with less cognitive load
Dora Assist reduces search and documentation effort while keeping the agent responsible for judgment, empathy, and resolution.
Technology ecosystem
Trusted platforms. Thoughtful delivery. A faster path to value.
We combine leading cloud, data, AI, CRM, and CX platforms with Gatestone’s customer operations experience to move from strategy to production and keep improving after launch.
PLATFORMS WE WORK WITH
Fin
TCN
Aryza
Microsoft
Google Cloud
Claude
aws
Outcome architecture
Define the business decision, experience, and operating metric before choosing technology.
Governed integration
Connect identity, data, workflow, and permissions so AI can operate safely in context.
Adoption and optimization
Instrument performance, train teams, and improve continuously after launch.
How it works
Assistance that supports the agent without taking away control
Grounded enterprise retrieval
Retrieve answers from approved policies, knowledge bases, product content, and service documentation.
Live customer context
Workflow and response support
After-contact automation
Enterprise control
Enterprise AI grounded in approved knowledge
Dora Assist combines governed sources, role based permissions, human confirmation, and monitoring so guidance remains useful and controlled.
Responses grounded in approved enterprise content
Human confirmation for consequential actions
Access, privacy, and audit controls built into delivery
Enterprise control
GOVERNED
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