First line of support
AI agents for chat and on mobile
A large share of support tickets are repeated questions about order status, invoices, and delivery times. An AI agent answers them directly from your documentation, resolving 30–60% of such inquiries in our deployments. It routes the rest to a human agent along with full conversation context.
In practice
What an agent does and does not do
The AI agent handles the first layer of customer contact: questions with answers already documented in your internal files.
We deploy it initially on a single channel and a single inquiry type. After two weeks, we analyze the metrics: how many tickets were resolved without an agent, how many were escalated, and where the agent made errors.
In our deployments, the first line typically resolves 30–60% of repetitive inquiries, depending on how structured the knowledge base is. The rest goes to the team with a summary, so the agent does not start from scratch.
We label the conversation as powered by an assistant. The customer has the right to know what they are talking to.
How it works
The agent responds exclusively using materials you specify: price lists, terms and conditions, FAQ databases. When a question falls outside this scope, it says so directly and transfers the chat instead of guessing the answer.
Integrations
It integrates into the channels you already use: website chat, forms, phone lines, support inbox. The ticket lands in your ticketing system or CRM, keeping the same case number as before.
Who decides
You set the handoff threshold yourself: after the word "complaint", after the second question in a row, or upon request for human contact. Every conversation is logged with a timestamp and source of the answer, and customer data stays on the server you designate.
Problem
Is your team answering the same questions repeatedly?
HEXART solution
An AI agent relieves your team of repetitive tickets and answers based on your verified materials. Non-standard cases, complaints, and financial matters are routed to a human consultant with full chat transcripts.
Book an implementation meetingQuestions and answers
Frequently asked questions
How many tickets does an AI customer support agent resolve without a human consultant?
In our deployments, the first line resolves 30 to 60% of repetitive inquiries, depending on how structured the knowledge base is. The rest goes to the team with a summary, so the consultant does not start from scratch.
Where does the agent get its answers, and what does it do when it does not know them?
It answers exclusively using materials you specify: price lists, terms and conditions, FAQ databases. When a question falls outside this scope, it says so directly and transfers the conversation instead of guessing the answer.
When is the conversation transferred to a human?
You set the handoff threshold yourself: after the word "complaint", after the second question in a row, or upon request for human contact. Non-standard cases, complaints, and financial matters are routed to a consultant with full chat transcripts.
Does the customer know they are talking to an assistant?
Yes. We label the conversation as conducted by an assistant, because the customer has the right to know what they are interacting with. Every conversation is logged with a timestamp and answer source, and customer data remains on the server you choose.
No-obligation call
Schedule a workshop with Paul
Thirty minutes or a full workshop, choose what suits you. Book a slot directly in the calendar and get instant confirmation.
Paul Lazniak
HEXART Founder
- Meeting always with the same person
- 30 min · 90 min · 15 min
- biuro@hexart.pl
- +48 662 016 430
Contact
Let us talk about your project
We will show you a working product before we start talking about it. Let us know what you need: a film, an XR environment, an AI system, or brand identity.
Write or call
A few sentences are enough: what needs to be created, by when and for whom.
- biuro@hexart.pl
- Phone
- +48 662 016 430
- Address
- Aleja Zwycięstwa 96/98, 81-451 Gdynia