AI Customer Service Automation — faster replies with human control
AI customer service automation drafts replies, triages tickets, and surfaces knowledge-base answers for high-volume support inboxes (Gmail, Outlook, Zendesk, Freshdesk, Intercom). An operator reviews and sends — the AI handles repetitive first-line work so the team focuses on complex cases. AI does not replace the team; it removes the easy 40–70% so people can do the rest properly.
AI parses incoming tickets, drafts an answer from your knowledge base, and routes the escalations — response time typically drops 2–4×, with humans staying in the loop on every reply.
- AI handles repetitive first-line replies; an operator reviews and sends.
- Built for teams with 30+ recurring inquiries per week.
- MVP timeline: 7–14 days. Multi-channel deployment: 3–6 weeks.
- Typical outcome: response time drops 2–4×, team focuses on complex L2/L3 cases.
- Integrates with Gmail, Outlook, Zendesk, Freshdesk, Intercom, Tidio, Crisp.
- Autonomy is configurable: AI drafts only, or AI sends standard replies with audit log.
What we actually automate
Each pattern reduces queue time and frees the team for the work that needs human judgement.
- 1.Email drafting. Incoming customer email → AI reads it, drafts a reply from the knowledge base → operator reviews and sends in under 30 seconds.
- 2.FAQ / RAG assistant. Live chat or web widget → AI searches your indexed docs (PDF, FAQ, product pages) → answers known questions; escalates unknowns to a human with full context.
- 3.Ticket triage. Incoming Zendesk ticket → AI classifies by topic and priority → auto-routes to the right team and starts the SLA timer; customer receives an acknowledgement.
- 4.CRM / order status sync. Customer asks "where is my order?" → AI pulls live order status from Shopify or your CRM → drafts a precise reply with the shipping link.
- 5.Escalation alerts. Repeated negative replies or SLA-at-risk tickets surface to a senior agent in Slack with the full conversation context.
How we deploy
- 01Endpoint audit
We map your current support workflow, the most frequent ticket types, and the existing draft patterns.
- 02MVP sandbox
We build the first classifier and draft generator, tested against your historical tickets. Typical time: 7–14 business days.
- 03Human-in-the-loop handover
Operators move from writing replies to reviewing AI drafts. We tune the prompts and routing rules after the first month of production use.
Platforms we connect
Pricing
Email draft automation starts at €400 and is typically live in 7–14 business days.
| Tier | Price (€) | Timeline |
|---|---|---|
| Email drafting | 400–1,200 | 7–14 days |
| Multi-channel (email + chat + CRM) | 1,200–3,500 | 3–5 weeks |
| Enterprise | 3,500–8,000+ | 6–12 weeks |
What changes the price:
- Number of channels (email, live chat, social)
- Size and structure of your knowledge base (RAG depth)
- Autonomy level — drafts-only vs full auto-reply with audit log
- Custom CRM integrations beyond the standard connectors
Security and GDPR
Customer support data is sensitive — we keep our handling conservative:
- Business-tier APIs only (OpenAI Enterprise / Azure OpenAI). Your data is not used to train models.
- Personally identifiable fields can be masked before reaching the LLM, depending on use case.
- Audit log of every AI draft and every sent reply, so a human is always accountable.
- NDA available on request before any access to live mail servers.
- EU data residency on storage and processing where the platform allows it.
Where AI should not be used
Automation works on the routine. It does not solve every customer service problem:
- Fewer than 30 inquiries per week — the math doesn't justify it; manual handling stays cheaper.
- Inquiries lack a recurring pattern — AI drafts are net-neutral when nothing repeats.
- Sensitive escalations (legal disputes, payment fraud, distressed customers) — humans handle these.
- No documented SOPs or knowledge base — build that first; automation amplifies what already exists.
Frequently asked questions
- Can you automate email replies?
- Yes — AI drafts a response based on your knowledge base, and an operator reviews and sends. For highly standard inquiries, replies can be sent automatically with clear audit trails.
- Which systems do you integrate with?
- Gmail, Outlook, Zendesk, Freshdesk, Intercom, Tidio, Crisp, Shopify, WooCommerce, and any system that exposes an API. Zendesk and Freshdesk are the most common choices among our clients.
- How much does this cost?
- Email draft automation: €400–1,200. Multi-channel (email + chat + CRM): €1,200–3,500. Full AI service desk: €3,500–8,000+.
- What share of tickets can be automated?
- Typically 40–70% of repetitive L1 inquiries — depending on industry complexity and how well your knowledge base is structured.
- Can you connect to our existing CRM?
- Yes — Zendesk tickets or direct email data can be synced into Pipedrive, HubSpot, or any equivalent CRM.
Cut response time with a fit-first audit
A 30-minute audit tells us whether AI drafting fits your team. You receive a written report and a fixed quote within 48 hours.
Get a free auditSpeed up support replies — request a free audit
Tell us your ticket volume and platform. We come back with a fit assessment and a fixed quote within 48 hours.
- ✅Free 30-min audit
- ⚡Response within 24 hours
- 📋Firm pricing quote
- 🔒GDPR compliant
- 🤝Zero initial obligations