Answers From Your Actual Documentation, Not a Script
Built for the customer who already has an account, an order or a product in hand and a specific question about it. It resolves what your documentation actually supports and escalates the rest — with what it already found attached, not a blank ticket.
Resolve, Tag, or Escalate — Never Guess
Every incoming question or ticket gets one of three outcomes: answered directly from documentation you approve, tagged and filed correctly even if a human still needs to reply, or escalated whole with everything already gathered.
Answers From What You Approve
Help-centre articles, product docs, policy pages — grounded in your actual content, so it can also say plainly when the answer isn't in there.
Tags and Files Correctly
Every ticket lands in the right queue with the right priority and category, whether or not the agent resolved it — no more manual triage before a human even starts.
Escalates With Context, Not Just a Flag
Account details, order history, what it already ruled out — so the human who picks it up isn't starting from the customer repeating themselves.
What We Connect It To
Reading side: your help centre, knowledge base or internal documentation, plus enough of your order or account system to answer "where's my order" or "what plan am I on" style questions accurately — see Company Knowledge Agents for how that grounding works.
Writing side: your helpdesk or ticketing tool, to tag, reply and route. Any write action beyond that — refunds, account changes — is scoped individually and only within limits you set.
See IntegrationsTypically Reads
Help-centre articles, product docs, order or subscription status, prior ticket history for that customer.
Typically Writes
Replies in your helpdesk, ticket tags and priority, escalation notes for the human who picks it up.
What Sends a Ticket to a Person
The boundary is agreed before launch, not discovered afterward. Common triggers, adjusted to your business:
The answer isn't in approved documentation
It says so plainly and escalates, instead of improvising something that sounds right.
The request exceeds an approved action limit
A refund above a threshold, or a change to an agreement's terms, goes to a person by design.
The customer is frustrated or asks for a person
A direct request for a human, or clear signs of escalating frustration, routes immediately — it doesn't loop the same script.
The case is genuinely ambiguous
Conflicting account details or an unfamiliar request pattern — the agent flags what's unclear rather than picking an answer.
What a Good Brief Looks Like
Bring These
- Your current help centre or documentation, as it stands today
- Your top 15–20 recurring ticket types, in your own words
- Any action you'd let it take on its own, and the limit on it
We'll Work Out Together
- Which ticket types are safe to fully automate first
- How escalations should be tagged and routed in your helpdesk
- What tone and phrasing fits how your team already writes
Support Agent Questions
Does it replace our support team?
No. It takes the repetitive, answerable-from-documentation volume off their plate so the team spends time on the cases that actually need a person — refunds, account-specific problems, anything emotionally charged or ambiguous.
How is this different from the sales agent?
AI Sales Agent talks to someone who hasn't bought yet, working toward a qualified handoff. This agent talks to someone who already has an account, order or product, working from a ticket or a question toward a resolution or a clean escalation. Different starting point, different goal.
What if our documentation is out of date or incomplete?
Then the agent will be too, in the same places your current team would be — it answers from what actually exists, not from guesses. Cleaning up thin documentation is often part of the scoping conversation, because it improves every channel, not just this one.
What does an escalated ticket look like to our team?
The original question, what the agent already tried or ruled out, and any account or order details it pulled — so a human starts from where the agent left off instead of from a blank ticket asking the customer to repeat themselves.
Can it issue refunds or account changes on its own?
Only for actions you explicitly authorise it to take, within limits you set — a low-value refund under a stated threshold, for instance. Anything outside that boundary is a human decision by design, not a gap we filled in for you.
Tell Us What Your Ticket Queue Actually Looks Like
We'll tell you plainly what's safe to automate first, and what should stay with your team.