Solutions · Customer support
Faster answers, with your agents in control
We sort incoming messages, draft answers from your order data and help pages, and give customers a way to check simple things themselves.
Support assistant
Where is my order? I have not received a tracking number.
Your order was shipped yesterday and is with the courier. Here is your tracking link; delivery is expected within two working days.
Where support teams lose their day
One inbox for everythingOrders, returns, complaints and spam arrive together and are sorted by hand.
The same questions, every dayAgents retype answers that are already written somewhere on your site.
Too many tabs per answerOne reply means checking the helpdesk, the shop admin and the courier.
Hard cases wait behind easy onesA complaint sits in the queue while simple status questions are cleared.
Use cases
What we build for support
Start with triage or self-service, and add the assistant when the knowledge base is ready.
A support inbox that sorts itself
Incoming messages are sorted by topic and urgency, routed to the right person and given a draft reply.
Open use case AI integrationsCustom softwareAn assistant that answers from your documents
Staff or customers ask in plain language and get an answer drawn from your documents, with the source shown.
Open use case Business automationAI integrationsCustomers check their order without writing to you
Order and delivery status available on your site or by reply, pulled live from the shop and the courier.
Open use caseTriage
Every message sorted and routed on arrival
Incoming messages are read for topic, urgency and order number, then placed in the right queue with the customer’s history attached. Agents open a message that is already prepared.
- Topic and order recognised
- Urgent and sensitive messages go first
- Rules you can read and change
Support inbox
- Damaged item on arrivalComplaint
- Where is my order?Order status
- RHow do I send this back?Returns
- Is this available in grey?Product question
Assistant
Answers from your own data, not from guesswork
The assistant drafts replies using order records, tracking and your written policies, and shows where each fact came from. You decide which topics may be answered automatically and which always go to an agent.
- Grounded in your help pages and systems
- Refunds and complaints always go to a person
- Unanswered questions feed back into the knowledge base
Recent replies
- Order statusTracking link added from the courierDraft
- ReturnsAnswer taken from the returns policyDraft
- Product questionStock checked in the shopDraft
Services behind these solutions
Examples
Support builds, step by step
Questions from support teams
Will customers be talking to a bot?
Only where you choose. Many teams start with drafts that agents approve, and allow automatic replies later for a few simple topics such as order status.
What if the assistant does not know the answer?
It says so and hands the message to an agent. We set it up to answer from your content only, and to pass on anything it cannot ground in it.
We do not have a knowledge base. Can we still start?
Yes. Triage and order-status lookups do not need one. For the assistant, we help you turn existing replies and policies into a first set of help pages.
Does it work with our helpdesk?
If your helpdesk or shared inbox has an API, we connect to it. We confirm this in the analysis before proposing a pilot.
Show us one process. We will show you what it could look like.
The analysis is free, takes about an hour of your time, and ends with a written summary you keep.
Prefer to read first? See examples