AI auto-reply
Questions matched to the knowledge base are answered by AI directly, so customers do not queue for an agent.
AI customer service
Let AI take
the repeat questions.
AI answers common questions automatically and passes complex enquiries to human agents, so your team spends its time on conversations that need judgement.
AI capabilities
Four capabilities covering one full enquiry.
AI knowledge base
Turn product documentation, FAQs and service wording into a knowledge base that AI answers from.
AI agent assist
While an agent works a conversation, AI suggests an answer alongside it for the agent to confirm before sending.
AI hand-off
When AI cannot resolve an enquiry it hands over with the full context attached, so customers never repeat themselves.
How they work together
AI and agents, inside one conversation.
Incoming enquiries route by rule, and the whole exchange stays in a single conversation record so context is never broken.
- 01Customer starts an enquiryEnquiries from your website, app, H5 or mobile all land in one inbox
- 02AI answers firstQuestions matched to the knowledge base are answered by AI
- 03Hand off to an agentAnything AI cannot resolve moves to a person with full context
- 04Agent resolves and follows upAgents read the context, reply, and keep following up in the workspace
About AI-generated content
AI answers need review.
AI generates answers from the knowledge base, so accuracy depends on how complete and well-maintained that knowledge base is. We recommend reviewing it regularly and setting clear boundaries for what AI is allowed to answer.
Anything involving pricing commitments, contract terms, refunds, legal liability or other matters requiring human judgement should be handled by an agent rather than left to automatic replies.
Suggestions from AI agent assist are reference material. The agent confirms before sending, and decides whether and how to adjust the wording.