AI Support Agent
The routine half of your queue, resolved before it becomes a queue.
Leo answers from your approved knowledge only, looks up the account or order behind the question, and either resolves it on the spot or raises a ticket. Anything it hands over arrives with the conversation already summarised.
Most support contact is the same question, asked again.
A large share of a support queue is order status, account basics and questions already answered on your help pages — work that still takes a person’s full attention to handle one at a time.
- The same routine question gets asked hundreds of times a week
- Tickets raised overnight sit untouched until the queue opens
- A simple order-status query blocks someone from working an urgent ticket
What it does
Built for this job, not adapted from another one.
Identifies the customer where required
Verifies who it is speaking to before discussing account detail.
Understands the support intent
What the customer actually needs, in their own words.
Searches your approved knowledge
Answers from what you have told it, not a general guess.
Reads permitted account and order data
Order status, service history, account basics — read-only, within limits you set.
Performs approved routine actions
The handful of actions you allow it to take directly, such as resending a document.
Creates a support ticket
When it cannot resolve something on the call, with the detail already captured.
Sends links and instructions by SMS
So the customer has something to refer back to, not just a memory of the call.
Transfers with full context
A summary handed to the person taking over, so the customer does not repeat themselves.
Example conversation
A customer chases an order that has not arrived
An example of how this conversation goes. Not a recording of a real customer call.
- CallerHi, I ordered something last week and it still has not turned up.
- AI employeeSorry about that. Can I take your order number or the email you ordered with?
- CallerIt is order four four one two, under the name Osei.
- AI employeeThanks. I can see it dispatched on Tuesday and is showing as out for delivery today.
- CallerOh, it says today? Nobody told me that.
- AI employeeI will text you the tracking link now so you can follow it yourself. If it has not arrived by tomorrow, this conversation is logged so whoever you speak to next has the full picture.
- CallerThat is helpful, thank you.
How it plays out
From first contact to a closed loop.
- 00:00
Customer identified
Order number or account matched.
- 00:14
Intent understood
Query is about delivery status, not a return or fault.
- 00:22
Order data read
Live status pulled from the order system.
- 00:39
Answer given
Delivery status explained directly to the customer.
- 00:51
Tracking link sent
SMS sent so the customer can follow it themselves.
- 01:03
Conversation logged
Summary attached to the account in case of a follow-up contact.
What it handles, and what it hands to a person.
What it handles
- Resolved
- Information provided
- Ticket created
- Transferred
- Callback arranged
- Unsupported
What it hands to a person
- Anything marked high-risk or sensitive under your escalation rules
- Requests needing judgement outside the approved knowledge
- Any customer who is upset or asks directly for a person
Works with what you already run.
- Helpdesk or ticketing system
- CRM and order or account systems
- SMS for links and instructions
- Your approved knowledge base
Where this fits.
Industry pages are coming in a later phase. For now, here is where this role tends to fit.
- Charities
- Automotive
- Financial services
- Professional services
Questions about Leo
Will Leo make things up if it does not know the answer?
No. It only answers from the knowledge you have approved. If a question falls outside that, it raises a ticket or transfers rather than guessing.
Can it see our order and account systems?
It reads permitted data — order status, service history, account basics — within limits you define. It does not have unrestricted access.
What happens with a complaint?
Complaints and any customer who sounds upset are transferred to a person, with the conversation summarised so they do not have to start again.
Does every unresolved case just disappear?
No. Anything not resolved on the call becomes a ticket with the detail already captured, so it is waiting for a person rather than lost.
Ready to hire Leo?
Book a short call and we will map this role onto your existing calendar, CRM and phone number.
Book a Demo