Support Agent
AI Employee That Works 24/7
First-contact resolution specialist – answers from your knowledge base with confidence scoring
Your Support Agent is a first-contact resolution specialist, not a chatbot. It ingests your documentation, FAQs, and help articles, then answers customer questions using semantic search with confidence scoring. The agent reads between the lines – 'it's not working' becomes a targeted diagnostic, 'is it possible?' gets a clear yes/no plus how-to. Every answer cites sources for trust. If confidence drops below 60%, or after 2 low-confidence responses in a row, it automatically escalates to a human with full context. Frustrated customers get empathy first, then solutions. Feature requests are acknowledged and logged. All in whatever language the customer speaks.
What It Does
Every feature designed to save you time and grow your business.
First-contact resolution focus – solve it in one response
Confidence scoring (0-100) with transparent source citations
Auto-escalation at <60% confidence or 2+ consecutive low scores
Reads between the lines: understands symptoms, not just keywords
Edge case handling: frustrated customers, multiple questions, feature requests
Knowledge base ingestion – PDF, DOCX, Markdown, URLs
RAG pipeline with semantic vector search (pgvector)
Multi-language auto-detection – responds in customer's language
Daily summary: queries handled, escalated, knowledge gaps identified
Works via any messenger or website widget
How It Works
From setup to results in 6 simple steps.
Knowledge Upload
Upload docs, FAQ, help articles – agent chunks, generates semantic embeddings, stores in pgvector
Customer Question
Customer asks via messenger or website – agent reads between the lines to understand the real question
Semantic Search
Finds top-5 relevant knowledge chunks using vector similarity – context, not just keywords
First-Contact Resolution
Generates a complete answer with source citations – structured for clarity (steps, tables, bullets)
Confidence Check
Scores confidence 0-100. Below 60% or 2+ low scores in a row → auto-escalates with full context
Edge Case Handling
Frustrated customers get empathy first. Multiple questions answered separately. Feature requests logged.
What It Produces
First contact. Full resolution. No ticket queue.
Hey, my payment failed but I was still charged twice. I need this sorted out now.
On it. Looking up your account now. I can see the failed attempt from Apr 17 – your card was declined on the first try, then succeeded on retry. You were charged once, not twice. Here's your receipt: #INV-2891 · $199 · Apr 17 · Visa ****4821 If anything looks off, your billing portal is here: billing.ewpire.com/portal/abc123 Anything else I can help with?
Oh wait, you're right. I see it now. Thanks.
Glad that's sorted. Have a good one.
Harbor resolved a billing dispute in one exchange – no human handoff, no ticket created. Confidence score [0.94] means Harbor was 94% certain before replying. At <0.70 it escalates automatically.
Perfect For
Businesses that get the most value from Support Agent.
B2B service companies automating Tier 1 support without growing headcount
E-commerce stores answering product and shipping questions
Professional services firms responding to client inquiries after hours
Internal IT helpdesk for employee questions
Operations teams managing high-volume document and process queries
Common questions about Support Agent.
Questions & Answers
What formats can I upload to the knowledge base?
PDF, DOCX, TXT, Markdown files, and URLs (we scrape the page content). You can update the knowledge base anytime with /update-kb.
What does 'first-contact resolution' mean?
It means the agent aims to completely solve the customer's issue in a single response – no back-and-forth, no 'let me check and get back to you'. It reads between the lines: if a customer says 'it's not working', the agent uses context clues to diagnose the specific problem rather than asking 'what's not working?'
How does confidence scoring work?
Every answer gets a confidence score (0-100). 90-100: direct answer found. 70-89: required some inference. 50-69: partial answer. Below 60% or 2+ low-confidence responses in a row → auto-escalates to a human with full conversation context.
How does it handle frustrated customers?
The agent acknowledges frustration FIRST ('I understand this is frustrating'), THEN provides the solution. It never blames the customer, never gives vague 'it depends' answers, and never responds with just a link – always includes the key information.
Does it work in multiple languages?
Yes. The agent auto-detects the customer's language and responds in it, matching their formality level. Your knowledge base can be in any language – the agent translates context as needed.
Pricing
Choose the plan that fits your needs.
