Customer support triage, prepared by AI and answered by your team
Support inboxes mix everything together: order questions, complaints, refund requests, sales leads and spam. Before anyone can help a customer, someone has to read each message, work out what it is about, find the order or account, and decide who should handle it.
hello kai sets up and runs an AI agent that does that first pass. It sorts each message by topic and urgency, pulls the context your team needs and drafts a suggested reply. A person reviews the draft, edits it if needed and sends it. The agent never writes to a customer on its own.
How a support message moves through triage
Emails, contact forms and internal requests land where they already do.
Each message gets a topic, an urgency level and a suggested owner on your team.
It gathers the relevant details and drafts a reply in the customer's language.
A person reviews, edits and sends the reply, or escalates the case.
What the agent does
- Classifies messages by topic, such as order status, billing, returns or technical issue
- Marks urgent messages so they are seen first
- Collects order numbers, dates and earlier messages from the thread
- Drafts a reply in English, Spanish or Portuguese
- Keeps a log of how each message was handled
What your team approves
- Every reply that goes to a customer
- Refunds, credits and exceptions
- Escalations and how sensitive cases are handled
- The categories and tone the agent should use
Typical inputs
- Support emails and contact form submissions
- Your help articles, policies and past replies
- Your list of categories and who owns each one
Typical outputs
- A triaged queue with topic, urgency and owner
- Draft replies ready for review
- A daily summary of open and recurring issues
Frequently asked questions
Will customers talk to a bot?
No. The agent works behind the scenes. Customers receive replies sent by your team, after a person has reviewed them.
Can it handle messages in Spanish and Portuguese?
Yes. hello kai works in English, Spanish and Portuguese, and the agent can draft replies in the language the customer used.
Do we need a new helpdesk tool?
No. The pilot starts with the channels you already use, such as a shared inbox or a contact form. Helpdesk integrations are assessed during the pilot.
How does the agent know our policies?
During the diagnosis we collect your help articles, policies and examples of good replies. For example, your return policy becomes a reference the agent cites in its draft.
What if a draft is wrong?
It never reaches the customer without review. Your team corrects it, and the correction feeds back into the process.
Which bottleneck should
we solve first?
Tell us what is slowing your team down today. We start with one process.