Handle the repetitive questions automatically, keep people for the rest
Most support queues are dominated by a small set of questions that already have an answer written down somewhere. That is exactly the work an AI agent should take, and exactly the work your team should stop repeating.
The problem
Slow first responses and the same questions, all day
Response time slips because the queue is full of questions your team has already answered dozens of times. Coverage gaps make it worse — a question that arrives outside working hours waits until someone is back at a desk, and by then the customer has often asked somewhere else. Hiring to cover volume that is mostly repetition is an expensive way to solve it.
- Repeat questions consume the capacity that complex cases need
- First-response time drifts as volume grows
- Out-of-hours messages sit unanswered until the next shift
How the platform helps
Grounded answers first, a person the moment it matters
The AI agent answers from your knowledge base only. When your content covers the question it replies immediately, at any hour. When it does not, or the visitor asks for a person, the conversation escalates instead of guessing — and your team picks it up in the same thread with the full history in front of them.
- AI Agent replies grounded in your own approved content
- Automatic escalation on low-confidence or advice-seeking questions
- Shared inbox showing AI and human messages in one thread
- Unlimited human live chat on every plan, including Free
What this looks like in practice
A typical repeat question, from the visitor's first message to resolution.
- 1
Visitor asks
Someone opens the widget on your site and asks a question your help content already covers.
- 2
AI answers
The agent retrieves the relevant passages from your knowledge base and replies in seconds, in the visitor's language.
- 3
Escalate if unsure
If confidence is low or the visitor asks for a person, the conversation is flagged for your team instead of receiving a guess.
- 4
Agent takes over
Your agent opens the thread in the shared inbox, sees everything already said, and continues the conversation — AI generation stops.
Give your team back the repeat questions
Start free with unlimited human live chat and turn the AI on once your content is loaded.