Custom AI for customer support teams.
Ticket deflection, multilingual support, refund / returns automation, escalation routing, voice support, post-purchase upsell. Built for your products, your policies, your tone — not the generic SaaS template. 4–10 weeks live.
Mark Austen, Founder — replies within 24 hours
What we build for support teams
Custom AI work that genuinely lowers ticket volume — not "deflects to a worse experience".
Multi-channel support agent
Across email, web chat, WhatsApp, SMS — one agent that knows your products, returns policy, shipping windows, current promos. Resolves 60–80% without a human; clean handover when needed.
Returns / refunds automation
Reads return requests, validates against policy, approves / denies, generates labels, talks to the customer end-to-end. Cuts CS load 40–60% on returns alone.
Escalation routing
AI triages every ticket — urgency, sentiment, complexity, customer LTV — and routes to the right human. VIPs to senior reps, billing to billing, churn-risk to retention.
Multilingual response
Customers write in any language, your team replies in any language. Native-quality output in 30+ languages, tested against real customer messages.
Voice support agent
AI receptionist for inbound calls — answers, qualifies, books callbacks, takes payments where appropriate. Captures the after-hours and overflow volume.
Internal copilot for agents
AI assistant inside your helpdesk that drafts replies, surfaces past tickets, suggests macros. The "make every agent a senior agent" play.
Why custom beats Intercom Fin / Gorgias / Yuma at SMB scale
SaaS support AI is fine until you hit the limits. Here's where custom takes over.
Trained on YOUR macros
Your tone, your policies, your prohibited statements (legal, regulatory). SaaS tools default to a generic style. Custom AI sounds like your senior CS lead.
Beyond ticket-deflection
Most SaaS AI just answers questions. Custom AI takes actions — issues refunds, generates labels, updates orders, comps a delayed shipment. Closes the loop.
Real cost math
Intercom Fin at $0.99/resolution + base subscription, Gorgias / Yuma at per-seat + per-resolution at scale = real money. Custom build pays back at >$5K/mo CS spend.
Owned data
Your conversations, your customer data, your CSAT history — used to train the AI without being shared with a SaaS vendor. The compounding moat.
Helpdesk-agnostic
We integrate with Zendesk, Help Scout, Front, Freshdesk, Intercom, Gorgias, HubSpot Service — most clients keep their helpdesk and add custom AI on top.
A worked example
$12M ARR D2C food brand, 8-person CS team, 1,200 tickets/week across email + WhatsApp + Instagram DMs.
Multi-channel custom support agent that handles WISMO, refunds, exchanges, dietary questions, and recipe queries — handing off to humans for complaints and high-LTV escalations. CS team reduced from 8 to 4, with 4 redirected to retention work. Refund processing time cut from 2 days to 4 hours. Customer CSAT actually went UP because of faster response times.
Want a number first?
Use the cost estimator or check the typical timeline before booking a call.
customer support teams FAQ
Will customers know it's AI?+
We disclose where required (GDPR transparency, US state laws). In jurisdictions where it's optional, we still tell customers — most prefer it. The CX wins come from speed and accuracy, not deception.
Will this replace our helpdesk?+
No. We integrate with whatever you use — Zendesk, Help Scout, Front, Freshdesk, Intercom, Gorgias. The AI lives inside the helpdesk.
How is this different from Intercom Fin / Gorgias AI?+
Those tools deflect questions. Custom AI takes ACTIONS — issues refunds, generates return labels, updates orders, escalates correctly. And the per-resolution fees stop adding up.
How fast can we be live?+
4–6 weeks for a single channel (e.g. just email). 6–10 weeks for multi-channel + actions. Full ops platform with copilot for agents: 10–14 weeks.
What if it gets something wrong?+
We design for human-in-the-loop on anything irreversible (refunds above a threshold, account deletions, complaints). Eval harness catches regressions before they hit production. Audit log shows every action the AI took.
Ready to ship custom AI for your support team?
Free 30-minute discovery call. Tell me your channels, your helpdesk, your ticket volume; I'll come back with a written fixed-price quote within a few days.