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Automations Customer Support Agent

Customer Support Agent

An AI agent that answers from your sources, takes safe actions, and escalates with context—across chat, email, and your help desk.
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Resolve More Tickets — Fast

  • Grounded answers (with links/quotes) quotes)
  • Multilingual replies
  • Auto-triage & tagging
  • Suggested macros + article drafts
  • Smart escalation with full context
  • PII scrubbing, RBAC, audit logs

What it does

  • Accurate answers with citations from KB, policies, and past tickets.
  • Understands intent & user context (billing, returns, tech support, plan/region).
  • Takes scoped actions: order lookup, refunds/returns, password reset, ticket updates.
  • Drafts for humans when confidence is low—ready to send with sources.
  • Improves over time via CSAT, thumbs, and reopen signals.

Metrics

  • Containment/deflection
    (eligible intents)
  • FCR
  • AHT
  • backlog/aging
  • CSAT
  • answer confidence
  • content coverage

Security

  • Least-privilege access
  • role-aware responses
  • redaction
  • configurable retention
  • GDPR/DPA

Recommended playbooks

Sources

  • Help center
  • Runbooks
  • Changelogs
  • PDFs/Docs
  • Ticket history

Works with

  • Website/in-app chat, email
  • Zendesk, Intercom, Freshdesk, HubSpot, Salesforce
  • Slack/Teams for internal support.

Implementation plan (30‑day pilot)

Connect & guardrails
(week 1)

  • Integrate help desk + content
  • define tone, languages, and “always escalate” topics.

Tune & test
(week 2)

  • Safe-mode answers only
  • measure FCR/deflection
  • patch KB gaps.

Actions
(week 3)

  • Enable selected workflows (status, RMA, reset)
  • set routing/tags.

Rollout
(week 4)

  • Limited hours/segments
  • review metrics and finalize go-forward.
Start a pilot sprint

Outcomes you can expect

  • Faster first response & resolution
  • Higher self-service/deflection on repeat questions
  • Reduced agent workload; focus on edge cases
  • Brand-safe, cited answers

Price & packaging

  • Pilot (30 days): fixed scope, measurable goals.
  • Standard: channels + grounded answers + auto-triage.
  • Pro: adds actions, multilingual, macros, analytics.
  • Enterprise: SSO/RBAC, custom workflows, SLAs, hosting options.
Start a pilot sprint
Try the chat demo on our homepage or request a private preview with your redacted docs.

Example flows of our automation

Where’s my order?

“Where’s my order?” → Identify → fetch status → reply with ETA/next steps.

Reset password

“Reset password.” → Verify → trigger reset → confirm.

Billing issue

“Billing issue.” → Pull invoice → compare plan/usage → propose credit or escalate.

Share your top contact reasons and help-desk stack

We’ll propose a 30-day pilot with clear success metrics and go-live plan.
Start a pilot
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