AI for Support
The Flow-Cognition Agent runs on your tickets and chats — triaging and routing each case, suggesting the answer, drafting the reply and reading sentiment — so your team resolves faster and spots frustrated customers sooner.
AI on every ticket and chat
Support AI reads every incoming ticket and chat and acts on it — classifying and prioritising, routing to the right team, surfacing the knowledge-base answer and drafting a reply, while tracking the tone of the conversation.
Agents approve every drafted reply, and the chatbot only resolves the routine questions you allow — handing off to a person with full context the moment it should. Every reply is grounded in your own knowledge base and logged.
See the Support workspace →- ✓ Ticket triage & routing by topic and priority
- ✓ Suggested answers from your knowledge base
- ✓ On-brand replies drafted for the agent to send
- ✓ Sentiment and escalation risk on every case
- ✓ Chatbot deflection with clean human handoff
- ✓ CSAT-risk flags so you act before a low score
What Support AI gives your desk
Six ways the agent turns a noisy queue into resolved, well-routed, well-judged cases.
Triage & routing
Classify each case by topic and priority and route it to the right team or agent automatically.
- ✓ Topic classification
- ✓ Priority detection
- ✓ Skill-based routing
Suggested answers
Surface the right knowledge-base article on every ticket so the agent is not hunting for it.
- ✓ From your KB
- ✓ Ranked by relevance
- ✓ Cites the source
Drafted replies
Draft an on-brand reply grounded in the ticket and KB, ready for the agent to review and send.
- ✓ On-brand tone
- ✓ Uses the case context
- ✓ Agent approves
Sentiment & escalation
Read the emotion in each conversation and flag frustrated customers before a case becomes a complaint.
- ✓ Emotion detection
- ✓ Escalation flags
- ✓ Act early
Chatbot deflection
Resolve routine questions in chat on web and WhatsApp, and hand off to an agent with full context.
- ✓ Answers from your data
- ✓ Only what you allow
- ✓ Context on handoff
CSAT-risk prediction
Predict which open cases risk a low satisfaction score and nudge the team to act early.
- ✓ Early warning
- ✓ From your history
- ✓ Prioritised follow-up
The agent’s loop for Support
The same Flow-Cognition Agent, running on your support data — it senses, decides and acts, grounded and logged.
Sense
Reads every ticket, chat and its history across the support desk.
Decide
Classifies the case, routes it, and detects sentiment and escalation risk.
Act
Suggests the knowledge-base answer and drafts the reply for an agent to send — logged.
Five-tier model routing · RAG on your own knowledge base · field-level permissions · full audit trail. How the engine works →
Live on your desk in four steps
Connect the desk
Point the agent at your tickets, chats and knowledge base.
Set routing & rules
Define teams, priorities and which questions the chatbot may resolve.
Agents work with drafts
Each ticket arrives triaged, with the answer suggested and a reply drafted.
Review & improve
Approve or correct replies to train the desk, and watch sentiment trend.
Where support teams put it to work
Email & ticket queue
Triage, route and draft a reply for every inbound ticket the moment it lands.
Live chat & WhatsApp
Deflect routine questions in chat and hand off hard ones with context intact.
Call & voice support
Summarise calls into notes and action items and detect tone on the line.
Escalation management
Flag frustrated customers so a lead steps in before it becomes a complaint.
Self-service & FAQ
Answer common questions from your KB so the queue holds only what needs a human.
CSAT recovery
Catch at-risk cases early and prioritise the follow-up that saves the score.
The payoff
Faster first response
Triage and a drafted reply mean the first touch goes out sooner, in the right hands.
Fewer repetitive tickets
Routine questions resolve in chat so agents focus on cases that need a person.
Frustration caught early
Sentiment flags surface unhappy customers before they churn or complain.
Every case on record
Transcripts, suggestions and actions are logged for quality and coaching.
Agents stay in control
The chatbot only answers the questions you allow, drafted replies wait for an agent to approve, and the agent hands off to a human the moment confidence is low or a customer asks. Answers are grounded in your knowledge base and every action is logged.
AI governance & guardrails →- ✓ Human-in-the-loop: agents approve drafted replies
- ✓ Answers grounded in your KB via RAG, not the open web
- ✓ Clean handoff to a person with full conversation context
- ✓ Field-level permissions on the records the agent reads
- ✓ Full transcript audit, data resident in India, ISO 27001 & DPDP
The capabilities behind Support AI
The agent draws on these AI capabilities from the Intelligence Layer.
Questions, answered
Drafted replies wait for an agent to review and send. The chatbot resolves only the routine questions you explicitly allow, and hands off to a person otherwise.
From your own knowledge base and ticket history through governed RAG, so the desk answers with your facts and can cite the source article.
When confidence is low or a customer asks for a person, it hands off to a live agent with the full conversation and context intact.
The agent reads the tone of each ticket and chat and flags escalation risk, so a lead can step in before frustration turns into a complaint or churn.
Yes. Transcripts, suggestions and actions are logged to the audit trail under field-level permissions, with data resident in India under ISO 27001 and DPDP-aligned controls.
Put AI to work on your queue
Start free, or get a guided walkthrough — triage, answers and drafts on your own support data.