AI Customer Support Representative
Help customers get answers and get on with their day.
SOC 2 Type II audited
Multilingual support
Give customers a helpful first response and a clear path to resolution. Your AI Customer Support Representative answers common questions, gathers the details behind a request, and completes the service actions you enable.
They work from your approved policies and business information. With the right systems connected, they can check records, update a request, or create a ticket. When a case needs your team, they pass along the history and next action.
Workflows
A routine question gets answered
A customer asks how a service works. The representative uses approved help content, answers the question, and records the interaction.
A service request is completed
A customer asks for an allowed record change. The representative collects the required information, follows your verification process, and updates the connected system.
A complex issue reaches a person
A request falls outside the representative's permitted actions. They capture the issue and create or route a ticket with the context your team needs.
Capabilities
Phone calls
Text messages
Voicemails
Calendar
Advanced
Computer use
Integrations
Webhooks
API
Responsibilities
Answer common questions
Use your approved help content, service information, and policies to give customers useful answers.
Understand the request
Capture the issue, customer details, relevant history, and information needed to take action.
Check the right records
Look up permitted account, order, or service information in the connected system.
Complete permitted actions
Carry out the routine updates and service steps included in your support instructions.
Escalate with context
Route requests outside their scope with a summary, captured details, and the customer's requested next step.
Document the resolution
Update the ticket or customer record with the action taken, result, and any remaining follow-up.
FAQs
What support requests can they handle?
Start with common questions and repeatable service requests that have clear instructions. Choose the specific actions they may complete and the cases that need your team.
How do they learn our policies?
Provide approved help content, service details, policies, and examples. Test common requests and update the instructions as your support process changes.
Can they access customer records?
With the appropriate connection and permissions configured, they can retrieve the records needed for the selected workflow. Define what information and actions they may access.
Can they change an account or service request?
Only enable the actions your business permits. Include the required verification and approval steps, and route exceptions to your team.
What happens when they cannot resolve an issue?
They capture the request and route it using your escalation rules. The receiving person gets a summary and relevant details to continue helping the customer.
How do we measure support performance?
Define what counts as a resolved request. Review completed actions, escalations, and customer conversations, then compare reopen rates and satisfaction in your support tools.
