Support Agent
Support that finishes the job
Most support bots answer the question and leave the work for someone else. This one checks the order, applies your policy and makes the change. When a request needs judgement, your team gets the whole story in one card.
- Channels
- Web chat, WhatsApp, Instagram, Messenger, email, phone
- Languages
- English, Sinhala, Tamil and 40+ more
- Hours
- Every hour of every day
- Hands over
- Into your helpdesk, with a summary and a suggested reply
What it handles
The requests that fill your queue
In most businesses, a handful of request types make up the bulk of the volume. We start there, prove the agent resolves them properly, then widen its remit.
Where's my order?
Live status from your store or courier, plus a changed address or delivery slot if they need one.
Bookings and changes
New appointments, reschedules and cancellations, written straight into your booking system.
Returns and exchanges
Checks eligibility against your policy, raises the return and sends the label.
Product questions
Sizes, specs, stock and compatibility, answered from your catalogue rather than guesswork.
Account and billing
Invoices, payment links and plan changes, with identity checks before anything sensitive.
After-hours cover
Nights, weekends and public holidays, so Monday morning starts with an empty inbox.
The handover
When it shouldn't decide, it sets up the person who will
Refunds above your limit, angry customers and anything unusual go to a human. Nobody has to scroll back through the conversation to catch up.
The blender I got last week stopped working. I want my money back, not a replacement.
Sorry about that, Nimal. I can see order 8812, delivered on the 2nd. Could you tell me what happens when you switch it on?
Nothing at all. No light, no sound.
Thanks. Refunds of this size need a quick check from our team, so I've passed it to Dilini with everything you've told me. She'll reply here within the hour.
Handed over · ticket #20417 · priority high
Customer reports a dead-on-arrival blender (no power, no indicator light) six days after delivery. Wants a refund, has declined a replacement.
- Order
- #8812 · LKR 24,900 · delivered 2 Nov
- Policy
- Inside the 14-day window. Refunds over LKR 15,000 need approval.
- History
- 4 orders, no previous returns
- Suggested
- Approve the refund and book a courier collection
Guardrails
What it will never do on its own
- Issue refunds or credits above the limit you set
- Promise anything your policy doesn't allow
- Share account details before the customer is verified
- Argue with an upset customer. It hands over instead.
- Answer from outside your approved knowledge
What we measure
The numbers on your monthly report
- Resolution
- Share of conversations closed with no human involved
- Response
- Time to first reply, on every channel, at every hour
- CSAT
- Customer ratings, compared with your human team
- Handover
- How often it escalates, and whether it should have
Rollout
Live on one channel first, then everywhere
WEEKS 1 TO 2
Read your history
We sort past tickets by type, write the rules with your team and connect the systems it needs.
WEEKS 3 TO 6
Shadow, then answer
It drafts replies your agents approve, then answers the simplest request types on one channel.
FROM WEEK 7
Widen the remit
More request types and more channels, each one added only when the numbers hold.
Your move
Bring us the job nobody wants.
Thirty minutes, one process, and a straight answer on whether an agent should take it on. No slides and no obligation.