Live chat support
A chat on your store, answered by the AI for routine questions and by agents for the rest.
- Answered where it is asked
- One history per customer
- You set the boundary
Services
AI customer support
The AI answers allowed routine topics from your data, drafts the rest and shows its sources.
How AI Active Support solves it
AI customer support
The AI answers routine store questions from your data and policies, drafts everything else for agents, and shows where each statement comes from.
You decide what the AI may do. It answers alone only when everything lines up; otherwise a person does.
Three modes: Off, Copilot (the AI drafts, an agent sends) or Autopilot (the AI answers the topics you allow).
Grounded or handed over: It answers alone only from your data, above your confidence threshold, with a calm customer.
Checked before sending: Invented links, amounts, delays and promises are caught; prompt-injection attempts are not followed.
Workflow
How it works.
- 01
Classify
Topic, language, mood and order.
- 02
Ground
Find the facts in your orders and knowledge.
- 03
Check
Topic allowed, confidence, mood, and safety checks on the reply.
- 04
Answer or hand over
Send, draft for an agent, or route to a person.
The customerWebsite chat
This is the second time I ask. Can I talk to a real person please?
The reply
Hi Clara, I’m Hugo from the support team. I’ve read your earlier messages, so no need to repeat anything: let’s sort this out now.
Written and sent by an agent
Behind the scenes
- Message receivedSame customer, second message on the same order
- AI sees a reason to stopAsks for a person · repeated contact · frustrated
- No automatic answerGuardrails: an upset customer always goes to a person
- Handed to an agent with a summaryWhat was asked, what was answered, the order, a suggested next step
- The agent replies without starting overThe customer sees the whole conversation in one thread
AI Verified store data PersonSample data
AI and people
Who does what.
The AI
- Classifying every conversation
- Answering the routine topics you allow
- Drafting replies with their sources
A person
- Money, order changes and complaints
- Approving drafts in Copilot mode
- Deciding what the AI may answer
In your portal
Everything visible to your team.
Every conversation, every AI decision and its sources, approvals, quality scores and your running bill.
Analytics · support intelligence
Rising problems
- Damaged item
- Shipping delay
- Wrong item
Products behind problems
Glass candle, 300 g Damaged item
Delivery problems by carrier
Carrier A Shipping delay
Illustration with sample data. Real dashboards show your own counts; no customer is identifiable in them.
Features
What is included.
- Sources on every draft
- Personal details masked before the model sees them
- Monthly AI budget that pauses the AI
- Tested in seven languages
- Internal procedures never used in customer replies
- Only AI providers that do not collect prompt data
Benefits
What changes for your store.
- Safe by default
- Start in Copilot: agents review every draft before it is sent.
- Explainable
- Every decision comes with its reasons, visible in your portal.
- Costs you can see
- AI cost per conversation and per resolution in your analytics.
Pricing
AI Support: €49 / month
AI Starter · 50 AI resolutions included, then €0.89 each · unlimited team seats. A conversation reopened within 72 hours is billed once.
Can we turn the AI off?
Yes. In Off mode the AI only classifies conversations; agents write every reply.
Which data does the AI model receive?
The conversation and the facts needed to answer, with personal details masked, through AI providers that do not collect prompt data.
What can the AI never do alone?
Refunds, returns, exchanges, cancellations, address changes, damaged or missing items, payment issues and complaints always go to a person.
Related services
Book a free demo
Let’s look at your real tickets.
In 30 minutes we go through a sample of your conversations, show which ones the AI could answer and which need a person, and give you a price.