Customer support agents

Support agents answer from your help center and live account data, resolve routine requests and pass complex cases to your team with a clear summary.

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01Ask

A customer asks a question by chat, email or in the app.

02Search

The agent searches your knowledge base and account data.

03Resolve

It answers or completes the request.

04Escalate

Complex cases become tickets with a summary.

05Improve

Analytics reveal the top issues and gaps in content.

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Support chatHelp centerTicketsOrdersYour teamAI agentGuardrailsLive and monitored
How customer support agents work, step by step

What are AI customer support agents?

AI customer support agents resolve routine questions about orders, accounts and billing by combining your help center with live account data. Complex cases become tickets with a clear summary for your team.

Support agents shorten queue times, keep answers consistent and show which questions customers ask most, so you can improve products and content.

Customer support agentsExample

Where is my order? It was due yesterday.

Your order shipped on Monday and is out for delivery today. Would you like updates by text?

Yes, please.

Done. You'll get a text when the courier is 30 minutes away.

What it handles

  • Order, account and billing questions
  • Account changes
  • Guided troubleshooting
  • Ticket creation and routing
  • Satisfaction follow-ups

How it works

  1. A customer asks a question by chat, email or in the app.
  2. The agent searches your knowledge base and account data.
  3. It answers or completes the request.
  4. Complex cases become tickets with a summary.
  5. Analytics reveal the top issues and gaps in content.

What to measure

We agree on these numbers before launch and report on them every month.

Resolution rate

Questions answered without escalation.

First response time

Time to the first useful answer.

Escalation quality

Tickets that arrive with complete context.

Satisfaction score

Customer ratings after each conversation.

Guardrails

  • Answers grounded in approved content
  • Authentication before account actions
  • Escalation rules for sensitive topics
  • Quality review of conversations

Integrations

ZendeskFreshdeskIntercomSalesforce Service CloudCustom help centers

Where it fits

E-commerce and retailFintechEducationTravel and hospitality

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Common questions

Straight answers. If yours is not here, ask us directly.

Ask a question
Which help desk tools do you integrate with?

Zendesk, Freshdesk, Intercom, Salesforce Service Cloud and custom systems with an API.

Will the agent give wrong answers?

Answers are limited to approved content and live data, tested against evaluation sets and reviewed regularly.

Can it handle refunds?

It can collect details and start a refund request, with approval rules you define.

Put customer support agents to work.

A free 30-minute discovery call, an honest read on scope and cost, and a clear next step.

Start a projectBook a discovery call