An AI support agent that resolves tickets, not just deflects them
Gimiq's AI agent reads your help centre, past tickets and product docs, then answers customers across chat, email and messaging apps. It looks up orders, issues refunds within your rules, and escalates cleanly when it isn't confident.
- Trained on your content in under 5 minutes
- Takes real actions, not just canned answers
- Answers with citations your team can audit
Built to be trusted with real customers
Anyone can bolt a language model onto a chat widget. The difference is what happens when the answer is wrong, the customer is angry, or the request needs a refund.
Grounded, cited answers
Every reply is generated from your documented sources and links back to them, so agents can verify an answer instead of trusting it blindly.
Actions inside your systems
Look up an order, change a shipping address, issue a refund under a value threshold, or reset a password — governed by rules you define.
Confidence-based escalation
When the agent isn't sure, it stops. The customer gets a human, and the human gets a summary, sentiment read and suggested next step.
Guardrails and no-go topics
Block the agent from discussing legal, medical or pricing exceptions. Set tone, refusal behaviour and required disclaimers per channel.
Continuous learning loop
Unanswered questions become knowledge-base gaps in a review queue. Approve a draft article and the agent knows it immediately.
Answer quality analytics
Track resolution rate, escalation reasons, hallucination flags and CSAT per topic — not just a single vanity deflection number.
How the AI agent gets good at your product
Training is not a six-week consulting project. It's an afternoon, then a feedback loop.
Connect your sources
Point the agent at your help centre URL, upload PDFs, sync a Notion or Confluence space, and import historical tickets. Indexing takes minutes.
Define what it may do
Choose the tools it can call, the refund ceiling it can approve, the topics it must escalate, and the tone it should use in each channel.
Test against real tickets
Replay your last 500 conversations in a sandbox and compare the agent's answers to what your team actually sent before it goes live.
Go live channel by channel
Start with chat, add email and WhatsApp once the resolution rate holds, and keep a human in the loop for anything above your confidence floor.
Where autonomous resolution pays off first
The best starting point is high-volume, well-documented, low-risk. These three categories usually clear that bar on day one.
Order and account status
The 'where is my order' and 'how do I change my plan' questions that dominate volume without ever needing human judgement.
- Live order and shipment lookups
- Plan, seat and billing-cycle changes
- Password and access recovery
Product how-to questions
Configuration, setup and troubleshooting answers pulled straight from your documentation, with the exact link attached.
- Step-by-step setup walkthroughs
- Version-aware documentation answers
- Screenshot and code-snippet replies
Tier-1 triage before handover
Even when a human must finish the job, the agent collects diagnostics first so nobody opens a ticket that just says 'it's broken'.
- Structured diagnostic questions
- Automatic priority and tagging
- Summary handed to the assigned agent
Give your queue an agent that never sleeps
Point it at your help centre, replay last month's tickets, and see the resolution rate before you commit a single customer to it.
AI Support Agent questions
Still deciding? Talk to our team or browse the full FAQ.
Explore the rest of the platform
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