An AI customer support agent that answers from your own knowledge
Most support queues are full of the same questions: where is my order, how do I change this, what is your policy on that. An AI customer support agent answers those from your own documentation, order data and policies, so your team spends its time on the conversations that need judgement.
The agent only answers from sources you approve, says plainly when it does not know, and hands the conversation to a person — with the full thread — the moment a rule you set is triggered.
AI Customer Support Agent: signs it is the right fit
- The same handful of questions make up most of your tickets.
- Customers wait for answers that already exist in your help docs.
- Support hours do not match when customers actually write in.
- Agents copy order details between three systems to answer one question.
AI Customer Support Agent: how it works, step by step
- 01
Ground it in your sources
We connect the help centre, policies, product data and, where relevant, order lookups the agent is allowed to use — nothing else.
- 02
Answer on every channel
The same agent answers on web chat, WhatsApp and email, with the same rules and the same tone.
- 03
Resolve or escalate
Questions it can answer are resolved in the conversation; anything outside its rules opens a ticket or reaches a person with context attached.
- 04
Review and improve
Unanswered questions and escalations are logged so gaps in your documentation become visible and get fixed.
What it does in your business
- Grounded answers
- Every answer is drawn from documents and data you approve, so the agent does not improvise policy or invent product details.
- Ticket deflection
- Repeat questions are resolved inside the conversation instead of becoming tickets, which keeps the queue for cases that need a person.
- Escalation rules
- You define the rules for escalation — topic, sentiment, order value or an explicit request — and the agent follows them every time.
Repeat questions resolved without a ticket queue.
Where a person takes over
Refunds, complaints, account changes and anything emotionally charged go to your team by default. The agent passes the customer's details, order and full conversation, so your staff pick up mid-conversation rather than starting over.
Connects with
- Gmail
- Shopify
- WooCommerce
- Notion
- Slack
Plus your own systems through their APIs, or via n8n, Make or Zapier.
Guides on this topic
AI Customer Support Agent questions
Only from sources you approve: your help articles, policies, product information and, where you allow it, order or account lookups through your systems' APIs.
It says so and hands the conversation to your team, or opens a ticket, rather than guessing. Those questions are logged so the documentation can be improved.
Yes. We integrate through official APIs or through automation platforms such as n8n, Make or Zapier, so tickets and conversations land where your team already works.
Related solutions
Scope your AI Customer Support Agent
Tell us where your enquiries arrive, which tools you use and what you want automated. We come back with a scoped, written proposal.