What this solves
13
Tier-1 support that resolves at 2am with the same quality as 2pm.
Your support team is answering the same 40 questions on loop. AI handles the repeatable resolution; your team handles the relationships.
Get a quote Typical timeline: 4–10 wks
Process
How it works
01
Discover & Map
We audit your current processes and identify the highest-impact automation opportunities.
02
Design & Build
AI-first support doesn't mean removing humans — it means deploying humans where they have the most impact.
03
Monitor & Optimise
Your automation ships with monitoring, alerting, and a handover pack. We stay available for optimisation.
What's included
AI-first support doesn't mean removing humans — it means deploying humans where they have the most impact. We build layered support systems: an AI chat and email layer that resolves the high-volume, low-complexity tier-1 queries instantly, a voice AI layer for inbound calls that can handle account lookups, status updates, and simple resolutions without hold time, and clean escalation paths that hand off to human agents with full context when the situation requires it. Built on your existing help desk (Zendesk, Intercom, Freshdesk) with AI layers integrated — not bolted on.
What you receive
- Support process audit — ticket taxonomy by query type, volume, and current resolution time
- AI conversation design — intent mapping, dialogue flows, and escalation trigger conditions for each query type
- AI chat integration built into your existing help desk (Zendesk, Intercom, Freshdesk, or custom widget)
- Email auto-response and routing system — AI drafts or sends responses for known query types, queues ambiguous ones for human review
- Voice AI agent (ElevenLabs + Whisper + GPT-4o) for inbound call handling with defined scope and escalation to human queue
- Knowledge base structured for AI retrieval — existing documentation reformatted, gapped, and loaded into the AI's context
- Escalation handoff design — structured context card passed to human agents with conversation summary, customer sentiment, and recommended next action
- Support analytics dashboard: containment rate, escalation rate, resolution time, and CSAT by channel and query type
Typical outcomes
- 55–75% of tier-1 queries resolved by AI without human involvement within 90 days of deployment
- Average first-response time reduced from hours to under 60 seconds for chat and email channels
- CSAT scores maintained or improved — AI resolves faster than humans on the query types it handles
- Human agents freed to handle complex, high-value, and emotionally sensitive cases
- Full conversation context passed to human agents on escalation — no customer repeating themselves
- Support volume absorbed without headcount increase as the business grows
Technology we use
Ready to discuss your project?
Book a free sessionIntegrations
Tools & integrations we work with
OpenAI GPT-4oElevenLabsWhisperZendeskIntercomTwilioLangChainPineconePythonFastAPI
We integrate with your existing stack — no rip-and-replace required.
Questions
Common questions about AI Customer Support Systems.
That is your decision, not ours. We design systems that can be fully transparent (clear AI branding) or seamlessly integrated (AI operating under your brand voice). In regulated industries or where your customer base expects transparency, we recommend clear disclosure. Either way, the experience should be indistinguishable in quality from a well-trained human agent on the query types the AI handles.
Complex complaints involving multiple departments, emotionally distressed customers, high-value contract disputes, and anything involving nuanced policy interpretation that requires judgment. We identify these in the audit phase and design the system to route them immediately to humans — the AI should never attempt to resolve them. The goal is to protect human capacity for exactly these situations.
The AI's knowledge base is built from your documentation, FAQs, and product specs — not internet knowledge. We configure the system to respond only from retrieved context and to escalate when it doesn't have sufficient information rather than guess. We also run an evaluation on 100 representative real tickets before go-live to measure accuracy, and flag any query categories with sub-90% accuracy for human-only handling.
No. We integrate via Zendesk's native AI/bot framework and Sunshine Conversations API. The AI operates as a channel alongside your existing agent workspace — your team's workflows, macros, and reporting are unchanged. Escalated tickets appear in the agent queue with a full AI conversation transcript attached.
For constrained use cases — account lookups, order status, appointment scheduling, FAQs — yes, absolutely. ElevenLabs produces voice quality that customers consistently rate positively. The key is designing a focused scope with a clean "I'll transfer you to a specialist" path for anything outside it. Avoid trying to build a voice AI that handles everything; build one that handles a specific set of intents extremely well.