AI customer service that answers from your own policies.
We build agents that read each incoming ticket, chat or call, look up the order and the account in your systems, and reply in your tone inside the help desk your team already uses. When a case needs judgment, a person gets it with the whole story attached.
- Zendesk, Freshdesk, HubSpot
- Email, chat and phone
- Handover with full context
What AI customer service does for your team
AI customer service means an agent that handles the repetitive share of your support. It reads the request, checks the order or the account in your systems, answers from your own policies and records everything in the ticket. Anything unusual, angry or sensitive goes to a person with a summary, so the customer never has to repeat the story.
The agent works on what your customers actually write about: where is my order, how do I return this, is it still under warranty, can you change my delivery address. Those answers already sit in documents and systems you own. The agent reads them, and your reps spend their day on the conversations that need a human.
It lives where your team works. Replies are drafted or sent inside Zendesk, Freshdesk, HubSpot or your own tool, with the sources attached, and every automatic answer shows in the ticket history. You decide, category by category, what it may send alone and what waits for a rep’s approval.
What your support team lives with today
- The same handful of questions fills the queue every Monday.
- The previous chatbot sent customers back to the FAQ they had just read.
- Customers give their order number to three different people.
- Evenings and weekends turn into a Monday backlog.
- Reps switch between the help desk, the ERP and the carrier site to answer one email.
Where an agent takes over first
Start with the requests that follow a written rule and look up data your systems already hold. Each one below makes a sensible first agent.
01
Where is my order?
The agent finds the order in your ERP or e-commerce back office, reads the carrier tracking and answers with the real status. A delay beyond your threshold opens a task for a person.
AI agents02
Returns and warranty
It checks the purchase date, the product and your return rules, then sends the return label or explains why the item is excluded, quoting the rule. Borderline cases wait for approval.
Knowledge assistant03
Chat on your website
Visitors get an answer drawn from your help center and policies, and a person when they ask for one or when the agent is unsure. Its first message says it is an AI.
AI chatbots04
Calls after hours
A voice agent picks up, identifies the caller and the order, solves the simple requests and books a callback for the rest, with a transcript in the ticket.
Voice AI agents05
Ticket triage
Every incoming email is tagged, prioritized and routed to the right queue, with a draft reply your rep can edit and send.
AI automation06
Answers for your reps
During a call, the rep asks the assistant and reads the answer next to the procedure it comes from. Try it now on a fictional company’s policies.
Try the live demo
AI customer service on every channel your customers use
The same policies and the same order lookup sit behind each channel. What changes from one to the next is how the agent answers, and how a customer reaches a person.
| Channel | What the agent does | Where its work shows | How the customer reaches a person |
|---|---|---|---|
| Reads the message, finds the order, then sends the reply or leaves a draft for the categories you keep for approval | In the ticket, with the policy and the order data it used | Messages that ask for a person, or that read as unclear or angry, go to a rep with a summary | |
| Website chat | Answers from your help center and policies, and says in its first message that it is an AI | In the help desk, as a conversation attached to the customer | A button or a request in plain words hands the chat to a rep during opening hours, or books a callback after them |
| Phone | A voice agent identifies the caller and the order, and settles the simple requests | A transcript and a summary in the ticket | The caller asks for a person and is transferred, or gets a callback when the team is offline |
| Contact form | Reads the free text, fills the fields the customer skipped from the order data, sets category and priority | A complete ticket in the right queue | As with email, anything sensitive is routed to a person first |
| Your reps’ screen | Suggests the answer and the procedure while the rep handles the case | Next to the ticket, with the passage it comes from | The rep is the person here: the agent only drafts |
Illustrative scenario
A parts distributor’s Monday inbox, sorted before the team logs in
In this scenario, Nora runs a four-person support team at a spare parts distributor. Every Monday the weekend’s emails are waiting: tracking requests, returns, warranty questions and a few customers who are running out of patience.
Fictional names, no figures claimed. The live knowledge assistant on this site reads the same kind of material: the returns, warranty and shipping policies of a fictional distributor. Ask it what your customers ask.
- Each email is read, tagged and matched to its order in the ERP.
- Tracking questions get the real carrier status, sent automatically.
- Return requests get the rule and the label, or wait for Nora when the product is excluded.
- Angry or unclear messages go straight to a person, with a summary on top.
- Every reply sits in the ticket with the policy and the data it used.
Rules we build in from the first day
- Customers know they are talking to an AI.Article 50 of the EU AI Act, which applies since August 2, 2026, requires people to be told when they interact with an AI system. The agent says so in its first message or its first sentence on the phone.
- A person is always one step away.Customers can ask for a human at any point, and the agent hands over with the conversation and the order attached.
- It says when it does not know.If your policies do not cover the question, the agent tells the customer and passes the ticket on. It never makes up a refund rule.
- Customer data stays where you decide.Hosted in the EU or on your servers, with access limited to the systems the task needs and every exchange logged under the retention period you set.
Customer service: your questions
What happens when the agent does not know the answer?
It tells the customer that a person will follow up, then routes the ticket with a summary of the request and of what it already checked. You set the confidence level below which it never answers alone.
Does it work with Zendesk, Freshdesk or HubSpot?
Yes. We connect the agent to your help desk through its API, so replies, tags and internal notes appear in the tickets your team already works in. We connect it to an in-house tool the same way.
What stays with our support team?
The complex cases, the unhappy customers, the commercial gestures and every decision your rules keep for a person. Most teams start with one category of requests and add others once they trust the results.
Can it answer phone calls as well?
Yes, through a voice agent connected to your phone line. It uses the same policies and the same order lookup as the email agent, and transfers the caller to a person when needed.
How long before it answers real customers?
A first agent usually goes live in four to eight weeks. It is tested on your past tickets before it sends anything, and scope and price are fixed before we start.
Keep exploring
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- Live knowledge assistant Ask a fictional company about returns
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- AI agents for marketing Campaign content, segments and reporting prepared
Show us your busiest queue.
Tell us which requests fill your team’s day. We reply within one business day to set up your free 30-minute assessment, where we go through your tickets together.