Solutions / AI customer support
First-line support that answers itself.
Most support teams spend the majority of their time on a small set of repeated questions. An AI support agent, built properly, handles that volume and routes everything else to a person with full context.
The difference between this and a generic chatbot is the plumbing: the agent is connected to your helpdesk, your account data, and your actual documentation, and it has confidence thresholds and a designed handoff.
Where it usually goes wrong
Off-the-shelf support bots fail because they are not connected to anything. They cannot look up an order, check a subscription, or cite your real policy, so they deflect nothing and annoy customers. The tickets still land on a human, now with a frustrated customer attached.
What you get instead
- A measurable share of tickets resolved without a human
- Escalations that arrive with full context, not a cold start
- Answers grounded in your real docs and data, not guesses
- A complete, auditable log of everything the agent did
How we approach it
We map the actual ticket mix first, then build retrieval over your real documentation and connect the agent to the systems it needs to read: orders, accounts, subscriptions. It drafts or sends replies within a confidence threshold and escalates anything outside it to a person, with the full conversation and the relevant records attached.
Everything is logged and auditable. Nothing customer-facing goes out unchecked by design, and the escalation path is built first, not last.
What it pulls in
- Automate →
The agent, the retrieval layer, and the integrations.
- Build →
Any custom connectors your stack needs.
- Operate →
Monitor and tune the agent every week.
Questions
- Which helpdesks do you integrate with?
- The common ones (Zendesk, Intercom, Freshdesk, HubSpot, and similar) plus anything with an API. We work with the helpdesk you already run.
- What stops it from saying something wrong to a customer?
- Confidence thresholds, retrieval grounded in your own content, and a human escalation path for anything ambiguous. For higher-stakes queries we can require human approval before a reply sends.