AI Agent for customer support
Answer FAQs, classify requests and escalate complex cases with human oversight. The agent handles the volume of repetitive queries so your support team can focus on cases that genuinely require human judgment.
Design my support agentThe problem it solves
Customer support teams often spend a significant part of their time answering the same questions over and over: hours, prices, return policies, order statuses, usage instructions. Meanwhile, complex and urgent cases wait in the queue. Customer experience suffers, the team burns out, and cost per interaction rises.
How Xenturia helps
We implement an AI agent trained with your business's relevant content (FAQ, policies, catalog, support guides) that can answer frequent queries in the channel where the customer already is: WhatsApp, web chat or email. The agent classifies each request, answers those it can with accurate information, and escalates to the human team those requiring intervention — with the complete conversation history.
Example workflow
- 1Customer sends query via WhatsApp, web chat or contact form.
- 2Agent classifies query: FAQ, status request, complaint, complex case.
- 3Responds automatically with updated information for frequent queries.
- 4For cases beyond its scope, creates a ticket and notifies the appropriate human agent.
- 5Human agent receives ticket with complete conversation history.
- 6AI agent logs the resolution and uses it to improve similar future responses.
Typical integrations
Human control and oversight
The agent automatically escalates to the human team when it detects: customer dissatisfaction, requests requiring policy decisions, technical cases outside its knowledge base, or when the customer explicitly requests it. The supervisor can review active conversations at any time and take control if needed.
Operational benefits
- Immediate response to frequent queries with no customer wait time
- Support team focuses on complex, high-value cases
- Reduction in repetitive ticket volume in the support queue
- Consistent 24/7 coverage for catalog and policy questions
- Centralized conversation history accessible to the team
- Data on most frequent query types to improve operations
Related service
Related use cases
Frequently asked questions
Can the AI agent completely replace my support team?
That's not the goal and we don't recommend it. The agent handles repetitive query volume so your team focuses on cases requiring human judgment. There is always a defined escalation point.
How is the agent trained with my company's content?
The agent is trained with information your company already has: existing FAQ, policies, product catalog, support guides. You don't need to create new content from scratch.
What happens when a customer is upset or has a serious complaint?
The agent is configured to detect dissatisfaction signals and immediately escalate to the human team with full context. It doesn't attempt to resolve serious complaints autonomously.
On which channels can the agent operate?
Primarily WhatsApp Business API, web chat embedded on your site, and email. Channel choice depends on where your customers already are.
How long does implementation take?
A support agent with a defined knowledge base and clear scope takes 2–4 weeks. Time varies based on catalog complexity and channels to configure.
Design your customer support agent
We review your current support operation and design the agent that most reduces load on your team.