AI Customer Support That Resolves and Escalates
We build a support agent grounded in your own help content that answers routine questions instantly and hands complex cases to your team with full context.
Scope your support agent
Answers in brief
- What it is
- An AI customer support agent grounded in your help docs and past tickets that answers routine questions, drafts replies for agents, and escalates anything it is unsure about with full conversation context.
- Who it is for
- Support teams handling a high volume of repetitive tickets who want faster first responses without removing the human judgment that complex or sensitive cases still require.
- Cost
- Scope-based: we quote against your specific use case after a short discovery call rather than from a fixed price list, so you only pay for what you actually need.
- Timeline
- Most engagements reach a first production milestone within a 45-day delivery window once scope is confirmed, with weekly check-ins along the way.
- Risks
- The key risk is confident wrong answers. We ground responses in your approved content, add confidence thresholds that escalate to a human, and measure answer quality against a labeled test set before launch.
- Next step
- Submit a short project brief through the form on this page; we reply within 24-hour on weekdays to schedule a scoping call.
Where and how we deliver
Our engineering team is based in Hangzhou and led by ex-Alibaba senior engineers who have shipped 20+ projects for 10+ clients.
We collaborate with US and EU teams on a remote schedule, with a 24-hour response commitment on weekdays so timezone gaps never stall a build.
Project communication, source control, and handover documentation stay in English, so distributed stakeholders can follow progress without friction.
Frequently asked questions
Will the AI replace our support agents? +
No. It handles repetitive questions and drafts replies so your agents spend time on complex or sensitive cases. Humans stay in control of escalations and final responses.
How do you stop the AI from giving wrong answers? +
Responses are grounded in your approved help content, low-confidence cases escalate to a human, and we measure answer quality against a labeled test set before the agent goes live.
Which channels can the support agent work in? +
It connects to the channels you already use, such as your help desk, email, or chat widget, through their APIs, so customers keep the same entry points they have today.
What content does the AI use to answer? +
It is grounded in the help articles, policies, and resolved tickets you approve, so answers reflect your actual processes rather than generic internet knowledge.
How long does it take to launch? +
Most support agents reach a first production milestone within a 45-day delivery window after scope is confirmed, with weekly progress check-ins.
Do we own the support agent we get? +
Yes. You own the source code, configuration, and documentation at handover, so you can extend the agent or change providers without rebuilding it.
Scope your AI support agent
Share a short brief and we will reply within one business day.