Customer Support

AI agents resolve 80%.
Your team handles what actually matters.

AI agents that understand context, access your systems and resolve — not deflect. Your support team handles escalations and complex cases. Everything else is resolved before it lands in their queue.

No credit card required · Up and running in hours

WhatsAppJames T.

Where is order #4821?

AI pulled tracking — resolved
MessengerEmily R.

I need to change my subscription

AI is updating billing…
InstagramMike D.

Refund policy for last purchase?

AI answered from knowledge base…
80%
Tickets resolved without a human
< 2 min
First response time
3x
More team capacity
24/7
Coverage at no extra cost
The difference that matters

Resolution, not routing.

Most support platforms manage conversations: they assign them, tag them, put them in a queue. But someone on your team still has to answer.

Shadia resolves. The agent accesses your systems, understands the full context and gives an accurate answer. Without anyone on your team having to open the ticket.

Without Shadia
✕ Ticket created
✕ Assigned manually
✕ Agent reads context
✕ Agent responds
✕ Customer waits
With Shadia
✓ Customer writes
✓ AI agent understands
✓ Queries the system
✓ Resolves in seconds
✓ Your team is free
Capabilities

Support that actually resolves

Autonomous resolution

The agent queries your systems, accesses real data and responds accurately. No generic answers, no static FAQs.

Intelligent escalation

Detects frustration, urgency or complexity and escalates to the right team member — with the full conversation context already included.

Automatic classification

Every conversation is classified by type, priority and intent. Your team joins with everything already organised.

SLA without the manual work

The agent prioritises by urgency and maintains consistent response times — no manual supervision, no alerts.

Resolution analytics

See exactly what the agent resolves, what it doesn't, and why. Continuous improvement based on real conversation data.

Multilingual

Responds in English, Spanish and more languages — with the same agent, no extra configuration, same quality.

Your human team

AI absorbs the volume.
Your team focuses on what matters.

When the agent escalates, your team receives the conversation with the full history, identified intent and system context already in place. No asking twice. No repeated explanations.

Context already loaded

When a conversation reaches your team, they already know who the customer is, what they needed and what the AI agent tried.

No risk of incorrect response

The agent's quality guardrails prevent off-policy responses before they ever reach the customer.

Per-member metrics

Track individual team performance: response times, customer satisfaction and cases resolved.

Before vs after
Daily tickets per agent 80–100 20–25
Average resolution time 4–6 hours < 2 minutes
Customer satisfaction (CSAT) 72% 91%
Support coverage Office hours 24/7
Support teams — real scenarios
Autonomous resolution
80%
Of tickets resolved without team involvement
< 2 min
AI first response time 24 hours a day

“Most tickets do not need your team. They need access to the right information at the right moment.”

Shadia accesses your systems in real time — order history, statuses, policies — and resolves without escalating. Your team only sees what genuinely requires human judgement.
FAQ

Frequently asked questions

How does the agent know when to escalate to a human?
You configure escalation rules: detected frustration, urgency levels, specific topics or any keyword that requires human judgement. The agent escalates automatically with the full conversation context — the customer never has to repeat themselves.
Does the agent connect to our internal systems?
Yes. You can connect Shadia to your knowledge base, ERP, order management, contact systems or any system via API. The agent queries live data to give accurate answers — not generic FAQ responses.
Does it work for technical support teams?
Yes. You can train it with technical documentation, troubleshooting guides and diagnostic flows. The agent walks customers through steps and escalates when the issue exceeds its scope.
How do I measure agent performance?
Shadia provides resolution analytics: autonomous resolution rate, first response time, most frequent topics, escalated conversations and reasons for escalation. All visible in your dashboard.
Can I have multiple specialised agents?
Yes. You can create agents specialised by area: technical support, billing, sales, post-sales. Each with its own knowledge set and escalation criteria — all in one platform.

Scale your support.
Without scaling your team.

Connect Shadia to your knowledge base and your systems. The agent starts resolving from the first message — on WhatsApp and every channel.

No credit card required · Up and running in hours