AI Tier 1 Support
Every First-Line Call, Answered
A voice agent that answers your first-line support calls, day or night. It learns from your own help guides, talks callers through the fix, and passes the call to the right person when it needs one.
What It Does
It takes the questions your team answers again and again, so your people can spend their time on the calls that really need them.
Learns your answers
We train it on your own help guides and support notes, not the whole internet. So it says what your best people would say.
Picks up straight away
It answers first-line support calls the moment they come in, day or night, so customers get help at any hour.
Talks callers through the fix
It walks the caller through the fix step by step, such as where to find a setting, and checks they can see it before moving on.
Hands over when it should
If a call needs a person, like a change to an account, it says so and passes the caller to the right person on your team. No bluffing.
For one client, a global tech company:
Full Transcript
Everything said in the video, word for word.
The support line rings again. Same question. Third time this hour.
Most support calls are first-line questions. How do I set this up? Where do I find that? Your team knows the answers, but they spend the day repeating them, while the harder cases wait in the queue.
Meet Tier 1 Support AI, from EngageAI. A voice agent that answers your first-line support calls, day or night. Here's how it works.
Step one. We train it on your own help guides and support notes. Not the whole internet. Just your answers, so it says what your best people would say.
Step two. It picks up straight away, and walks the caller through the fix, step by step.
Caller: Hi, I've downloaded the update, but I can't see where to switch it on.
Voice AI: No problem. Open Settings, then Updates. Can you see the switch at the top of the page?
Caller: Yes, got it. That's working now. Thanks!
Step three. If a call needs a person, like a change to an account, it says so, and passes the caller to the right person on your team. No bluffing.
For one client, a global tech company, the agent was trained on over two hundred help articles. It starts answering in under three seconds, around the clock.
Your customers get help at any hour. Your team stops repeating the easy answers, and spends its time on the calls that really need them.
Tier 1 Support AI, from EngageAI. Every first-line call, answered. Let's talk it through.
Common Questions
What is Tier 1 Support AI?
A voice agent from EngageAI that answers your first-line support calls, day or night. It handles the questions your team gives the same answer to again and again, like how to set something up or where to find a setting.
Where does the AI get its answers from?
We train it on your own help guides and support notes, not the whole internet. It gives the answers your best people would give.
What happens when a caller needs a person?
If a call needs a person, such as a change to an account, the agent says so and passes the caller to the right person on your team. It does not bluff.
How quickly does it answer?
It picks up straight away. For one client, a global tech company, the agent was trained on over 200 help articles and starts answering in under three seconds, around the clock. That result was reported by one client.
What does my support team get out of it?
Your team stops repeating the easy answers and spends its time on the calls that really need them. Your customers get help at any hour.
Where to Next
Want This on Your Support Line?
Book a call and we will talk it through: your help guides, your calls, and when the agent should hand over to your team.
Book a Call →