SERVICE — SUPPORT
Customer support that answers in seconds — grounded in your documentation
An assistant that resolves recurring tier-1 questions instantly and hands the rest to your team with full context. Trained on your docs, speaking in your tone.
INtickets, chats, mails
→
OUTinstant answers, clean escalations
The problem
Most tickets are the same twenty questions: delivery status, password reset, configuration steps, return policy. Your team answers them again and again while complex cases wait in the same queue — and response time is what customers remember.
What we build
- Grounded answering — the assistant answers only from your documentation and policies (RAG), with citations your team can check.
- Tone control — replies follow your wording guidelines — formal or casual, and consistent.
- Clean escalation — when the assistant is unsure or the customer asks for a human, the case is summarized and routed with full context. No dead ends.
- 30+ languages — customers write in their language, your knowledge base stays in yours.
- Draft mode available — start with AI-drafted replies your agents approve — full autonomy only where you decide.
How it works
01
Ticket analysis
We cluster your historical tickets to find what is actually automatable and what payback to expect.
02
Prototype on your knowledge base
In 2–4 weeks the assistant answers real (past) tickets in a sandbox — you grade the answers.
03
Guardrails & escalation design
Confidence thresholds, forbidden topics, handover rules and tone are locked in with your team.
04
Go-live & monitoring
Gradual rollout — draft mode first, autonomy per category — with quality dashboards.
Specifications
| Typical stack | EU-hosted LLM, RAG over help center & internal docs, guardrail layer |
|---|---|
| Hosting | EU cloud or on-premise |
| Integrates with | Zendesk, Freshdesk, OTOBO, shared mailboxes, website chat |
| Prototype timeline | 2–4 weeks |
Frequently asked questions
Will customers notice they are talking to an AI?
They are told. Transparency is legally sensible and, in our experience, uncontroversial when answers are fast and correct — and a human is one sentence away.
What stops it from promising nonsense?
Grounding plus guardrails: the assistant may only answer from approved sources, sensitive topics are always escalated, and every answer is logged for review.
Can we start without full autonomy?
Yes — most projects start in draft mode, where the AI prepares replies and your agents approve them. Autonomy is enabled per ticket category once quality is proven.
CONTACT — HELLO@OLTEN.AI
Get a free 30-minute AI audit
We look at your processes, name the use case with the fastest payback and tell you honestly if AI is not the right tool. No slides, no obligation.
Or write directly: hello@olten.ai