Customer Support Chat Agent
Omnichannel chat agent for customer support: FAQs, ticketing, escalation.
Handles common questions, creates tickets, escalates complex cases to humans. Works on web, WhatsApp, social.
Who it's for
- ✓ E-commerce and retail chains handling high volumes of customer inquiries.
- ✓ SaaS companies with support teams overwhelmed by repetitive questions.
- ✓ Call centers and BPOs looking to deflect tier-1 inquiries.
- ✓ Telcos, utilities and financial services with 24/7 support needs.
What this agent can do
- ✓ Answer FAQs from knowledge base (RAG-powered).
- ✓ Check order status, account balances, or service status via API.
- ✓ Create support tickets in your system (Zendesk, Freshdesk, custom CRM).
- ✓ Escalate to human agent when needed with full conversation context.
- ✓ Multi-language support (if configured).
- ✓ Analytics: deflection rate, resolution time, satisfaction scores.
How it works behind the scenes
The agent receives a message from the web widget or WhatsApp, retrieves relevant knowledge from your docs/FAQs using RAG, and can call tools (APIs) to fetch order info or create tickets. If it cannot resolve, it escalates to a human with full context.
Example scenarios
Retail: Customer asks 'Where is my order?' → Agent checks shipping API, responds with tracking info.
SaaS: User asks 'How do I reset my password?' → Agent retrieves KB article, guides user.
Telco: Customer complains about signal issues → Agent logs ticket, escalates to technical support.
KPIs this agent improves
- 📈 Deflection rate: 60–80% of tier-1 inquiries handled without human.
- 📈 Avg. handling time reduced by 40–50%.
- 📈 24/7 coverage without increasing headcount.
- 📈 Improved CSAT due to instant responses.
Ready to deploy this agent?
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