StreamEdgeSolutions

AI Solutions · Assistants

AI Customer Support Agent

Answers routine customer questions in your own words, and hands the rest to your team

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From$3,400USD one-off

One payment. Work starts once we have confirmed your requirements.

The four questions this page answers

  1. 1

    What you buy

    A customer-facing assistant that handles the repetitive questions your support team answers every day, and passes anything else to a real person along with the conversation so far.

  2. 2

    What you get

    6 deliverables, listed in full below

    • A live support agent connected to your helpdesk or shared inbox
    • An approved, written answer set you own and can edit
    • A documented escalation matrix naming every handover trigger and recipient
    + 3 more
  3. 3

    How it is delivered

    Remote Setup

    Carried out remotely by our team. Nothing is posted and no one visits.

    REMOTE SERVICE

  4. 4

    How long it takes

    5–6 weeks, including the two-week shadow-mode period

    Measured from the point everything under “what we need from you” is with us, not from the moment you pay.

A ticketing system with queues, priorities and response tracking — illustrative concept, not a screenshot of a client system
A ticketing system with queues, priorities and response tracking. Illustrative interface concept — not a screenshot of a client deployment.

What is this, in plain English?

A customer-facing assistant that handles the repetitive questions your support team answers every day, and passes anything else to a real person along with the conversation so far.

This is the customer-facing sibling of the internal AI Business Assistant, and it is built around the handover rather than around the answer. It is deliberately narrow: it responds only within a scope you approve, and everything outside that scope goes to a human by design rather than as a failure case. Nobody on your team is replaced by it. The intention is that they spend their day on the harder half of the queue.

The problem it solves

Half your support tickets are the same six questions about delivery times, opening hours, order status and returns, and answering them by hand keeps your team from the tickets that actually need a person.

If that does not describe you, this is probably the wrong product. Tell us and we will point you at a better fit rather than sell you the nearest one.

What you get

The concrete things that exist at the end and that you own.

6 deliverables

  • A live support agent connected to your helpdesk or shared inbox
  • An approved, written answer set you own and can edit
  • A documented escalation matrix naming every handover trigger and recipient
  • Two weeks of shadow-mode transcripts with a quality assessment
  • An operating guide for your support team, including the kill switch
  • 30 days of post-launch tuning

What's included

The work covered by the figure in the buy box, at no extra cost.

  • Ticket sample audit and topic scoping
  • Answer set drafting for up to 25 approved topics
  • Escalation and handover configuration
  • Integration with one helpdesk or shared inbox
  • Two-week shadow-mode trial before customer exposure
  • Support team operating guide and training session
  • 30 days of post-launch tuning

Not seeing something you expected? Check what you are not buying before you order.

What does it do?

Everything listed here is delivered as part of this product. Nothing on this list is aspirational.

  • Scoped to an approved answer set covering the topics you nominate
  • Explicit handover to a human on request, on low confidence, or on any topic you blocklist
  • Full conversation transcript passed to the agent who picks it up
  • Configurable working-hours behaviour, including a queue-and-notify mode out of hours
  • A "this reply came from an automated assistant" disclosure on the first message
  • Weekly report of handled, escalated and abandoned conversations
  • Connects to one existing helpdesk or shared inbox
  • A kill switch your own team can use to turn it off without calling us

How it works

The delivery sequence from order to handover.

  1. 1

    Audit the queue

    We read a sample of your recent tickets and identify which topics are safe to answer automatically and which are not.

  2. 2

    Write the answer set

    You approve the wording for each in-scope topic, so the agent is not inventing policy on your behalf.

  3. 3

    Design the handover

    We define the escalation triggers, who receives the conversation and how fast, and agree the out-of-hours behaviour.

  4. 4

    Shadow mode

    It drafts replies your agents review and send for two weeks, so you see its quality before a customer does.

  5. 5

    Go live and monitor

    We switch it on for the approved topics only, then review the first month of transcripts with you and tighten the scope.

Delivery & fulfilment

Stream Edge Solutions ships nothing. Every package on this site is carried out and handed over remotely — this is exactly what happens after you order.

REMOTE SERVICEHow this is delivered
  1. 1We confirm requirementsWe read what you sent with the order, come back in writing with anything missing, and agree the scope before any chargeable work starts.
  2. 2We build and configure remotelySetup, configuration and testing are done by our team over a remote connection — on your systems or on ours, whichever the package specifies.
  3. 3We hand it overYou receive the working setup, the credentials, the documentation and a walkthrough. Everything built for you is yours at handover.

Carried out remotely by our team. Nothing is posted and no one visits. Typical turnaround: 5–6 weeks, including the two-week shadow-mode period.

Delivery method
Remote Setup
Expected delivery time
5–6 weeks, including the two-week shadow-mode period
Measured from the point everything under “what we need from you” is with us — not from the moment you pay.

Full detail of how work is handed over, what happens if requirements are outstanding and how order records are kept is in the Delivery & Fulfilment Policy.

What we need from you

Nothing starts until these are in place, and the turnaround above is measured from that point — not from the moment you pay.

  • Export or access to at least 200 recent support conversations for the audit
  • A named person who can approve the wording of each answer
  • Administrative access to your helpdesk or shared inbox
  • Agreed working hours and a named escalation recipient for each trigger
  • An AI provider account in your business name

Who this is for

  • Support teams with a high share of repeat questions
  • Online retailers fielding order and returns queries
  • Service businesses with published policies customers keep asking about
  • Companies whose out-of-hours queue builds up overnight

Business needs this addresses: Manage customers, Automate work

What's not included

Just as plainly as the list above: the things this package is not.

  • AI model and API usage, billed to your own provider account by the provider directly
  • Any promise that the agent will answer correctly, or that it will never say something wrong to a customer — this is why shadow mode, scope limits and human handover exist
  • Replacing your support staff: escalated conversations need a person available to take them, and the agent is not a substitute for staffing
  • Helpdesk or live-chat platform subscription fees, paid to that platform
  • Provider outages, model retirement or terms changes at the AI provider, which are outside our control
  • Any advice to customers that is legal, medical, financial or otherwise regulated, which we scope out entirely

Anything outside the scope above is quoted separately, in writing, before it is carried out. Nothing is added to your bill without your agreement.

FAQs

What happens when it cannot answer?

It stops and hands the conversation to a person. Escalation fires on an explicit customer request, on low confidence, on any topic you have blocklisted, and on repeated failed attempts. The receiving agent gets the whole transcript so the customer is not asked to repeat themselves, and if nobody is available the conversation is queued and the customer is told when to expect a reply.

Could it tell a customer something wrong?

It can, which is why we restrict it to topics you have approved in writing and run two weeks of shadow mode before any customer sees it. Anything commercially or legally consequential is deliberately kept out of scope and routed to a person. We recommend keeping the transcript review going monthly rather than treating launch as the end of the work.

What happens to customer data in a conversation?

Message content is sent to your chosen AI provider to generate a reply, and transcripts are stored in your helpdesk as normal. We configure the deployment against that provider terms and enable a no-training setting where the provider offers one for business accounts. You remain the data controller for your customers information, and we will document exactly what leaves your systems so you can reflect it in your own privacy notice.

What does it cost to run each month?

The AI provider bills you per conversation handled, against an account in your own name, and that charge is separate from this build fee. A rough estimate is possible once we know your ticket volume from the audit, but providers change pricing on their own schedule and we neither control nor resell it. We can set a hard spend cap so the bill cannot run away.

Refund & cancellation

What happens if you change your mind, and what happens to money already paid.

Cooling-off before work starts
You have 7 days after ordering to cancel while work has not yet begun. Up to 25% may be retained to cover scoping and scheduling already carried out.
Work already done
Once delivery has started, refunds are assessed against the work completed and the deliverables already handed over — the list under “what you get” above is what that assessment is made against. Approved refunds are processed within 14 days.
If we cannot deliver what is described here
You are refunded. The scope on this page is the scope we are held to, which is exactly why the exclusions above are stated before you buy rather than after.

The full terms, item type by item type, are in the Refund & Cancellation Policy. How the work reaches you is covered by the Delivery & Fulfilment Policy.

Not sure this is the right product?

We would rather point you at the right thing than sell you the nearest one. Ask us before you buy — no obligation.

Ask a questionRequest a custom quote

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