AI agents for customer support
Deflect tier-1 tickets, answer in seconds instead of hours, and hand humans only the conversations that need them — with guardrails built for production.
What a support agent takes over
Tier-1 answers
Order status, account questions, policy and how-to answers — grounded in your knowledge base with citations, not guesses.
Ticket triage & routing
Classify, prioritise, and route tickets to the right team with the right context attached — before a human ever reads them.
After-hours coverage
24/7 chat and voice coverage with human escalation queues for anything the agent can't resolve confidently.
Voice answering
Inbound call answering, qualification, and routing in natural speech — see AI voice agent development.
Agent assist
Real-time answer suggestions and summaries inside your agents' workspace — the fastest way to cut handle time.
Proactive outreach
Delivery updates, renewal reminders, and reactivation messages triggered by your systems, not your queue.
The math buyers actually ask about
Support agents earn their keep on three numbers: deflection (30–60% of tier-1 volume for well-scoped agents), response time (seconds vs hours — remember, leads contacted in under 5 minutes close at ~32%), and cost-per-contact (a deflected ticket costs cents; a human-handled one costs dollars). We instrument all three before the pilot starts, so success is measurable — not a vibe.
Why our support agents don't hallucinate their way into refunds
RAG with citations
Every answer traces to a source document. No citation, no answer — the agent escalates instead of guessing.
Human escalation
Confidence thresholds and sentiment triggers route angry or complex conversations to humans instantly.
PII & audit
Role-based access, PII redaction, and full audit logs on every conversation — aligned with ISO 27001 practices.
Cut response times from hours to seconds
We scope, build, and operate support agents grounded in your knowledge base — with human escalation designed in from day one.
Book a ConsultationFrequently Asked Questions
How much does an AI support agent cost?
A focused chat-agent pilot typically runs $20K–$100K including knowledge-base prep and helpdesk integration; production deployments with voice and deep CRM integration range $100K–$300K+. Ongoing costs include token usage and operations — budget 15–25% of build cost per year.
Will it deflect real tickets or just annoy customers?
Well-scoped agents grounded in a clean knowledge base typically deflect 30–60% of tier-1 volume. The key is scoping: agents handle what they can cite, and escalate everything else instantly. Bad agents come from bad scoping, not bad technology.
Does it integrate with Zendesk / Freshdesk / Salesforce?
Yes — we integrate with major helpdesks, CRMs, and custom systems via secure connectors. The agent reads context from your systems and writes actions back with audit trails.
What happens when the agent doesn't know an answer?
It says so and escalates to a human with full conversation context. Confidence thresholds and sentiment triggers force escalation before frustration builds — customers never get stuck in a loop.
How long until it's live?
A chat support pilot typically goes live in 6–12 weeks including knowledge-base preparation, integration, evaluation, and a controlled rollout. Voice agents add telephony work and usually take 3–6 months to full production.
Related: AI voice agent development · AI agent cost guide · AI agent services · Nivakya voice agent