AI customer support: a 24/7 first line

The agent handles routine requests around the clock by one set of rules and passes complex cases to an operator. Queues for simple questions shrink, first response gets faster and people work only on exceptions. Upload your support base — statuses, returns, delivery terms — and set escalation for phrases like “complaint”, “refund” or “talk to a person”.

An AI assistant answers customers in chat from the knowledge base and resolves typical questions immediately. A helpdesk stores tickets, queues and operator workflows. They do not replace each other: if you already have a helpdesk, the NeuronChat agent offloads the first line while the ticketing system stays for complex cases.

Collect your support FAQ and upload it to NeuronChat, configure skills and escalation rules, then connect the website widget and messengers — Telegram, VK, WhatsApp. One knowledge base serves every channel. Review Unanswered questions weekly and extend the base so the agent resolves more and more requests.

A support widget focuses on FAQ answers, statuses, terms and escalation. A sales widget focuses on qualification, contact capture and passing the lead to CRM. In NeuronChat it is the same widget: the knowledge base and enabled skills define the mode, so support and sales can share one website.

The agent automatically replies in the customer's language — 15 languages are supported. You do not have to prepare a separate knowledge base per language: the agent uses your materials and phrases the answer in the language of the question.

Start with what customers ask most: answers to typical questions, delivery, payment and return terms, warranty, opening hours, order statuses and steps for typical incidents. Website pages and PDF, DOCX and TXT documents all work. Also describe escalation rules — when the agent should call an operator right away.

You set the handoff rules: for example a complaint, a refund, a request to talk to a person or a question the knowledge base cannot answer. The agent hands the chat to an operator, respecting working hours, with a short summary so the customer need not repeat. After hours the agent collects contact details so the team can follow up instead of leaving the customer without an answer.