A customer writes in at 23:00. They want to know the status of their order. There’s no one to reply. With an AI agent for customer support — the answer arrives in 5 seconds, with a specific tracking number and delivery date. Via chat, email, Viber, WhatsApp or Messenger. The agent understands the enquiry, pulls data from your CRM and knowledge base, and gives an accurate, personalised answer. If a case is complex — it escalates to a human agent with the full context. Your team only works on the cases that require human judgement. Everything else is automated.
The result: shorter response times, lower customer service costs and customers who stay.
An AI agent for customer support is a software solution that receives, understands and answers customer enquiries without the involvement of a human agent. This is not an ordinary chatbot with predefined answers — it is an AI agent that uses language models and RAG (Retrieval-Augmented Generation) technology to access your knowledge base in real time.
The agent recognises the customer’s intent, retrieves relevant information from your documents, price lists, delivery terms and policies, and generates an accurate, personalised answer.
A large proportion of the enquiries support teams receive are repetitive: order status, opening hours, returns policy, product availability. An AI agent answers these questions instantly, without adding to your team’s workload.
This means customers don’t wait in a queue and human agents don’t burn out from monotonous work.
An AI agent doesn’t just search for keywords. It understands context — if a customer asks “Where is my parcel?”, the agent can check the status of that specific order through an integration with your CRM or ERP and give a concrete answer with the tracking number and expected delivery date.
When an enquiry goes beyond what the AI agent can handle — a complaint, a technical problem, a non-standard request — it automatically transfers the conversation to a human agent. The key point: it transfers the conversation with the full context. The human agent sees the entire communication history and can continue without the customer having to repeat anything.
Learn more about when you need a human instead of AI.
Your customers don’t use just one channel. The AI agent works simultaneously across all the channels through which you receive enquiries, with unified logic and a single knowledge base.
The agent integrates directly into your website’s chat widget. A visitor asks a question — and gets an answer in seconds, without waiting for a human agent.
The AI agent reads incoming emails, classifies them by topic and urgency, and generates a reply. For standard enquiries, the reply is sent automatically. For complex cases — the email is routed to the right department with a suggested draft reply.
Your customers write to you wherever it suits them. The AI agent is connected to all the popular messaging apps: Viber, WhatsApp, Facebook Messenger, Instagram DM and Telegram. Answers are consistent, whatever the channel.
The process from receiving an enquiry to answering it is fully automated and takes seconds.
The customer sends a message through one of the connected channels. The AI agent receives it in real time.
The agent analyses the text: it identifies the language, topic, urgency and the customer’s intent. If there is a history of previous conversations — it takes that into account.
Based on the analysis, the agent searches the RAG knowledge base and generates an answer. If the enquiry is outside its scope or the customer asks for a human agent — it escalates to a human with the full context.
The whole process, from enquiry to answer, takes between 2 and 15 seconds, depending on complexity.
See how the full implementation process for an AI agent works.
An AI agent doesn’t work in isolation. It connects to the tools you already use:
HubSpot, Salesforce, Pipedrive, Zoho CRM. The agent retrieves the customer’s data and history.
Freshdesk, Zendesk, Intercom, HelpScout. The agent creates, updates and closes tickets automatically.
For checking stock levels, order status and invoicing.
Internal documentation, FAQ sections, product catalogues.
The integration is two-way: the agent doesn’t just read data, it writes it too — updating tickets, logging conversations and flagging escalations.
If your business also uses an AI sales agent, the two agents can share a common CRM context for a seamless transition from support to upselling.
What you can expect after implementing an AI agent for customer support:
All metrics are available in real time via a dashboard integrated with your CRM or help desk.
We offer three packages, tailored to the size and needs of your support team:
For small teams with up to 500 enquiries a month. Includes: 1 channel (live chat or email), a RAG knowledge base, integration with 1 CRM/help desk system. Suitable for getting started and validating the AI support approach.
For growing teams with 500 to 5,000 enquiries a month. Includes: all channels (chat, email, Viber, WhatsApp, Messenger, Telegram), full CRM integration, automatic ticket creation, escalation to a human agent, monthly knowledge base optimisation.
For companies with high volumes and specific requirements. Includes: everything in the Business package plus custom integrations, multilingual support, SLA guarantees, a dedicated account manager and priority support.
Exact prices depend on enquiry volume, the number of channels and the complexity of the integrations. Contact us for a quote tailored to your business.
“The AI agent will give my customers wrong answers.”
The AI agent uses RAG technology — it answers only on the basis of your documentation and knowledge base. It doesn’t make up information. When in doubt — it escalates to a human instead of guessing.
“My customers won’t want to talk to a bot.”
Most customers prefer a quick answer in 5 seconds to a 20-minute wait in a queue. If they wish, customers can always ask for a human agent — the AI agent transfers the conversation with full context.
“Implementation will take months and tie up the team.”
A standard support agent is ready in 2–3 weeks. Your team is only involved in the initial phase — providing documentation and testing. After that, the agent works autonomously.
“We don’t have the technical expertise to maintain an AI solution.”
We manage the technical side — from implementation to optimisation. Your team works with a simple dashboard for reviewing metrics and managing the knowledge base.
There is no limit — the agent handles thousands of conversations simultaneously, without delay, 24/7. You don’t need to hire extra staff to cope with peak loads.
The agent recognises when it cannot help and escalates to a human with the full context of the conversation. The human agent sees the entire history and can continue without the customer having to repeat anything.
Email, live chat, Viber, WhatsApp, Facebook Messenger, Instagram DM, Telegram. All channels work with unified logic and a single knowledge base.
A standard support agent is ready in 2–3 weeks, including testing and training the RAG knowledge base. With more complex integrations, the timeline can be 4–6 weeks.
AI-powered software that receives, analyses and answers customer enquiries via chat, email, Viber and WhatsApp. It works around the clock, with no queues.
No limit — it handles thousands of conversations simultaneously, around the clock. No extra staff are needed at peak times.
Email, live chat, Viber, WhatsApp, Facebook Messenger, Instagram DM, Telegram. All channels — one shared knowledge base, unified logic.
2–3 weeks for a standard support agent with a RAG knowledge base. 4–6 weeks for complex CRM/ERP integrations.
It escalates to a human with the full context of the conversation. The human agent carries on without the customer having to repeat anything.