AI customer support agent
Closes routine tickets without escalation. It knows your product from your knowledge base, sees the customer's history, and knows when a conversation should go to a human — together with all the context, not a “please start over”.
What it does
Answers from your knowledge base
Documentation, FAQs, internal policies, past tickets. Answers are built from your material rather than from the model's general knowledge.
Knows who it is talking to
Plan, ticket history, open deals. The answer reflects that customer's context instead of treating everyone the same.
Knows when to call a human
An unusual case, frustration in the thread, a question outside its scope — it escalates with the full conversation, so the operator does not have to ask again.
Works around the clock
Nights, weekends and holidays — requests do not pile up until Monday morning.
How it works
- 01
Takes the ticket from any channel
Telegram, WhatsApp, email, the site widget — everything lands in one queue with the customer's history, instead of five separate inboxes.
- 02
Answers from your knowledge base
The answer is built from your documents, policies and past tickets. If the base does not contain it, the agent escalates rather than inventing.
- 03
Takes account of who is asking
Plan, ticket history, open orders. The same question can get a different answer depending on who asked it.
- 04
Hands over with the context
On escalation the operator gets the whole thread, a summary of the problem and what has already been tried. The customer does not have to start over.
When you need it
Support over a large knowledge base
When the documentation runs to thousands of pages, no operator holds it all. The agent answers from the whole of it, equally accurately at any hour.
Load spikes
A sale, an outage, a release — tickets arrive in a wave. The agent holds the first line without hiring temporary staff.
Multilingual support
One agent answers in Russian, English and Spanish from the same knowledge base, without a separate team per language.
What changes in support
The first line stops being where people burn out. Routine tickets close without a human, and operators work the hard cases that need judgement and empathy. Response time stops depending on the hour of the day.
Channels and integrations
- Telegram
- Web chat
- Avito
- MAX
Frequently asked questions
How do we load the knowledge base?
Documents are uploaded into the agent's knowledge base section; text formats and links to existing material, including the FAQ on your site, are supported.
Can the agent make an answer up?
Answers are grounded in the uploaded material. For anything outside the knowledge base you configure escalation to a human instead of an attempted answer.
How do we know the answers are right?
Every session is stored in full: the question, the knowledge-base passages used, the answer. A wrong answer is visible, can be reviewed, and the knowledge base gets fixed.
What about customer personal data?
Data is processed in your region; Enterprise can run in a VPC or on-premise. Models are not trained on your data.
Can we forbid certain topics?
Yes. Refunds, complaints and legal questions can be routed to a human by rule.