AI Helpdesk
Most support queues are full of the same questions asked again and again.
Why It Matters
Order status, password resets, opening hours, refund rules, "how do I" questions. The AI answers these from your approved knowledge base and systems, so replies match your real rules, not a generic script. Only what needs judgement reaches a person.
For the cases that need a person, the AI pulls the account, reads the history, drafts a reply and suggests the next step. Your agent checks it, edits if needed and sends, so nothing is written from a blank page.
The AI tags each ticket, pushes urgent ones up, and sends every ticket to the right team. Complaints, refunds and anything sensitive go straight to an agent with the full context, and each resolution is logged for review.
The AI reads the ticket and works out what the customer is actually asking.
It checks your knowledge base, CRM and ERP for the real answer and account details.
It answers the routine ones itself and drafts a reply for the rest.
It prioritises the queue and sends each ticket to the right agent or team.
Sensitive cases go to a person, and every resolution is logged for review.
What Changes
It replies to the repeat questions from your knowledge base and systems, in plain language, day and night.
It closes the routine tickets on its own and deflects the ones that never needed an agent in the first place.
On the harder tickets it drafts a reply and suggests the next step, so your agents start from a finished answer.
It sorts the queue, tags each ticket and sends it to the right team, with urgent cases pushed to the top.
Complaints, refunds and anything that needs judgement go straight to a person, with the context attached.
Each answer and hand-off is recorded, so you can review quality, spot gaps and keep improving the content.
Proof
An online retailer automated its routine support questions with a chatbot grounded in its help centre and orders, and went live in four weeks.
Most chats and emails were routine and repetitive, yet each one waited for an agent to look up the order and reply. Volume spiked at night and on sale days.
Grounded in the help centre and connected to the order system, it answers routine questions, gives live order status and hands the rest to a person.
It ran in suggest-only mode beside the team, then replied on its own once it proved accurate. Refunds and account changes still go to a person.
We build ERP and software, so the AI reads from your real helpdesk, CRM and ERP, not a generic script.
It replies from your approved knowledge base, so answers match your real policies and account data.
We pick the model that fits your accuracy, cost and data needs, and you are not locked to one vendor.
Sensitive tickets always reach an agent. The AI helps your team, it does not replace them.
We go live on your most common ticket types first, then widen as it proves out on real conversations.
It is AI that sits on top of your support desk. It answers common questions from your knowledge base and systems, resolves or deflects the repetitive tickets, drafts replies for agents on the harder ones, routes the queue, and escalates anything sensitive to a person.
No. It takes the routine, repeat questions off their plate and drafts replies for the rest, so your agents spend their time on the hard cases where a person is needed. Every sensitive case still goes to a human.
Yes. It connects to your helpdesk, CRM and ERP and reads from your knowledge base, so answers reflect your real policies, orders and account data rather than a generic script.
It is model-agnostic. We choose the model that fits your accuracy, cost and data requirements, and you are not locked to one vendor. If a better model fits later, the setup can move to it.
It answers from your approved knowledge base and systems, not guesswork. When it is unsure or the case is sensitive, it hands off to an agent instead of replying. Every resolution is logged so you can review and improve it.
A first working version usually goes live in a few weeks, starting with your most common ticket types, then widening as it proves out on real conversations.
Related
The other services in this section, and related pages from TCB Infotech.
No commitment. A practical first look at your support queue.
