Triage Agent
Answers most customer questions instantly using your real docs and policies. Creates tickets — with full context attached — for everything else.
Rooted in Product docs · Policies · FAQs
Solutions / Customer Support
Customer support that actually scales
A team of customer support agents that live inside your AI Operating System and plug into your helpdesk — whether that's our Out of the Box Solution or a Custom Helpdesk built for your specific needs.
Support workspace
Agents in The Dandelion. Helpdesk how you want it.
Your customer support agents live natively inside your AI Operating System — rooted in your Knowledge Hub, talking to each other, reading from your docs and account data. The helpdesk where tickets, chats, calls, and emails live can be our out-of-the-box workspace, or a fully custom helpdesk we build for your business. The agents work the same way either way.
Two ways to start
Pick the helpdesk. The agents come with the OS.
Either way, your agents handle
Tickets & Conversations
Every email, chat, call, and form merged into one timeline per customer — agents read across all of it.
Knowledge Base
Your docs, FAQs, and troubleshooting — live and source-linked on every answer your agents send.
Customer Profiles
Full account context in every reply: history, tier, sentiment, open issues, lifetime value.
Escalations & SLAs
Auto-routing by team, region, or expertise. SLA timers on every ticket — agents act before they breach.
The agent team
Six agents that run your support floor
Each one is rooted in a scope of your Knowledge Hub and plugged into your helpdesk. They talk to each other, delegate, and escalate to a human when it actually matters.
Voice Support Agent
Answers inbound support calls with a natural voice, walks customers through issues, and hands off to your team when human judgment is needed.
Rooted in Product · Troubleshooting · Voice playbook
Chat Agent
Lives where your customers already are — your website, your product, your help center. On-brand, accurate, and never invents an answer.
Rooted in Site · Product · Pricing · Brand voice
Escalation Agent
Watches every conversation and knows exactly when to bring in a human — by skill, region, tier, or SLA. Hands off with full context, not a fresh start.
Rooted in Escalation matrix · SLAs · Team rosters
Knowledge Agent
Watches resolved tickets, drafts new docs and FAQ updates, and flags gaps in your help center. The Hub gets richer every day with zero busywork.
Rooted in Resolved tickets · Help center
Sentiment & QA Agent
Scores every conversation for sentiment, flags angry customers and at-risk accounts, and surfaces patterns your team should know about before they hurt.
Rooted in Conversations · NPS · Account history
And more we can build together
- Onboarding Agent Walks new customers through setup, checks in at the right moments, hands off when stuck.
- Survey & NPS Agent Sends the right survey at the right time, summarizes themes back to your team.
- Refund & Returns Agent Handles refund and return requests within your policy. Escalates the edge cases.
- Customer Health Agent Proactively checks in on at-risk accounts before they churn. Books a save call.
Live chat & voice
On-brand answers, in real time, on every channel
Your Chat and Voice agents handle real customer conversations — embedded on your site, inside your product, or on the phone — with on-brand tone, real account context, and a clean handoff to a human when it counts.
Live chat · acmesoft.com
Online
Maria
Hey, I think I was charged twice last month. Can you check?
Support
Looking now... yes — two charges on May 12 for $49 each. The second one was a duplicate retry on our end. I can refund it right now if that works for you.
Maria
Yes please. Will I lose service?
Support
No — your subscription is active through June 12, nothing changes. Refund of $49 processed; you'll see it back in 3–5 business days. Confirmation email coming your way.
01
On-brand, on-policy
Tone tuned to your voice. Every answer cites your real docs. Never makes up a refund window or a feature that doesn't exist.
02
Real account context
Sees billing, plan, history, open tickets, and sentiment before it replies. No "can you confirm your email?" loops.
03
Knows when humans are needed
Edge cases, angry customers, high-tier accounts — Escalation Agent routes to the right person with the full conversation summarized.
A day in the life
How this system actually runs
- 01
Customer reaches out
Chat on your site, an email, an inbound call, a help-center search — every channel hits the same agent team with full account context.
- 02
Most things resolve themselves
Triage and Chat agents answer with sources from your docs. Refund and Onboarding agents handle their lanes within your policy. Most tickets close without a human.
- 03
The right human gets the right ticket
Escalation Agent routes edge cases by skill, tier, and SLA — with a full summary attached so your team picks up mid-conversation, not from scratch.
- 04
The system gets smarter overnight
Knowledge Agent drafts doc updates from resolved tickets. Sentiment Agent surfaces patterns. Tomorrow's customers get better answers than today's.
What the team knows
Rooted in your support memory
These are the scopes of the Knowledge Hub that power every agent on this team — your real docs, policies, and resolved tickets.
Product documentation
Policies & SLAs
Troubleshooting playbooks
Known issues & workarounds
FAQs & help articles
Past resolved tickets
Brand voice & tone
Account & billing data
Ready to build your support floor?
Book a call and we'll map the agent team and helpdesk configuration that fits your business — starting with your highest-volume channel.