AI Customer Support Agent
Customers get an answer at 11pm. Your team starts the morning with fewer, better tickets.
Most support queues are full of the same few questions: where is my order, how do I return this, can I change my booking. The AI Support Agent answers those from your own help content, policies and order data, over website chat, WhatsApp, email or phone. When a question falls outside what it knows, or a customer is unhappy, it stops rather than guesses, and creates a ticket with the details your team needs. Your people spend their time on the cases that need judgement.
What it does
- Answers customer questions 24/7 over chat, messaging, email or voice
- Answers from your help docs, policies and product data, not the open internet
- Looks up order, booking and account status once connected to your systems
- Takes orders, return requests and bookings within the rules you set
- Creates structured tickets in your helpdesk or CRM and routes them to the right team
- Hands over to a person, with the full conversation, when it can’t resolve something
Where it fits
What you provide
What we need from you to set it up
Most of this already exists somewhere in your business. If it’s scattered or missing, we help you pull it together during discovery.
Your help docs, FAQs and policies (we can help pull them together if they’re scattered)
The channel to start with: website chat, WhatsApp, email or phone
Your helpdesk or CRM for tickets (Zendesk, Freshdesk, HubSpot or similar), or we set one up
Clear rules on what it may resolve itself and what always goes to a person
How we build it
Discovery
We look at how the work is done today, which systems it touches and where a person must stay involved. You get a written scope and a fixed price.
Build and connect
We build the agent, connect it to your tools and data, set its limits and hand-off rules, and test it against real examples from your business.
Launch
It goes live on your most common case first. We review real conversations and results with you and adjust.
Improve
We monitor it, fix gaps, and add use cases once the first one is clearly working.
FAQ
AI Support Agent: common questions
How do you stop it giving wrong answers?
No AI system is error-free, so we design for that. The agent answers only from content you’ve approved, is instructed to say when it doesn’t know, and hands over to a person rather than improvising. Before launch we test it against real past questions from your inbox. After launch we review conversations with you and fix gaps at the source, so mistakes are caught quickly rather than repeated.
Where can customers reach it?
Website chat, WhatsApp, email or phone. We usually start with your busiest channel and add others once it’s working well. WhatsApp’s business platform terms restrict services where AI is the main product, but allow businesses to use AI for supporting functions such as customer service, which is what this agent does.
Does it replace my support team?
No. It takes on the repetitive questions so your team isn’t answering “where’s my order?” for the hundredth time, and it makes sure what reaches them arrives with the order number, the customer’s history and what has already been tried. Complaints, exceptions and anything that needs discretion stay with people.
What won’t it do?
It won’t issue refunds, credits or exceptions beyond limits you set, change account details without the checks you require, or give medical, legal or financial advice. When a request needs any of those, it collects the details and routes it to the right person.
Can requests go to our developers or ops team?
Yes. It can turn a conversation into a structured request (a bug report with steps to reproduce, a custom order, an escalation) and send it to the tool that team already uses, such as Jira, Slack or your helpdesk.
Other AI agents
Considering the AI Support Agent?
Tell us what you want it to handle. We’ll scope it, give you a fixed price and a realistic timeline, and tell you if it isn’t worth building. Or take the 2-minute AI Agent Finder to check the fit first.