Customer Support and Voice AI
AI receptionist for small business: calls, bookings and handoffs
What an AI receptionist does on a real call, the rules that apply, a sample greeting and a pass/fail checklist to launch one safely.
Front Line
AI Customer Support Agent
Routine support questions get resolved from your own knowledge base, and anything complex hands off to a person with full context.
Your support team answers the same questions every day while customers wait in a queue. This agent resolves those routine chat and email questions from your own approved knowledge base, takes approved actions such as refunds or record updates inside your rules, and hands anything complex to a person with the full conversation attached. Customers get fast answers, and your team keeps the hard cases.
- Routine chat and email questions resolved in minutes, any hour
- Approved actions like refunds handled inside your rules
- Complex cases handed to a person with full context
$5,900
20–30 working days
Optional maintenance $295/mo
What it is
AI Customer Support Agent resolves customer questions across chat and email using only your approved knowledge base, takes approved actions such as refunds or record updates inside your rules, and hands complex cases to a person with the full conversation attached. Every answer comes from content you approved.
Why businesses buy it
Slow support costs you twice: customers leave frustrated, and your best people spend their day on questions a well-written help article already answers. Hiring more agents only scales the cost. This agent clears the routine volume around the clock, answers only from content you approved, and passes real problems to your team with the context already gathered. The scope lists the channels, connected systems, workflows and handoff rules before you order, so you know exactly what it resolves on its own and what comes to a person.
Problems this solves
Support staff answer the same questions all day long
The agent resolves common customer questions on your agreed channel using only your approved knowledge base. Staff can spend their time on cases that need judgment and care.
Customers wait hours for simple answers outside busy periods
Answers come straight from content you approved, at any hour the channel is open. Customers asking routine questions are not stuck in a queue behind complex cases.
Different agents give different answers to the same question
Every answer is drawn from up to 100 approved documents rather than individual memory. Approved actions such as refunds or record updates follow your rules every time.
Escalated customers have to repeat their whole story
Complex cases are handed to a person with the full conversation attached. Your staff pick up where the agent left off instead of starting again.
A good fit if
Your team handles repetitive, high-volume questions that a documented policy or FAQ already answers most of the time.
You use a helpdesk such as Zendesk, Freshdesk or Intercom, or a website chat widget, that it can connect to.
You have a documented policy for actions like refunds, so it can act inside a clear limit rather than guessing.
You want every conversation tagged with its outcome, so you can see the patterns in what customers actually ask.
Not the right fit if
You only need website FAQ answers, with no order changes, refunds or other actions taken. See AI FAQ Agent, which is narrower and cheaper.
Most of your enquiries are specifically about order status, delivery or changes. See AI Order Support Agent, which is built around live order data.
Most of your enquiries need technical troubleshooting and diagnostics, not policy-based answers. See AI Technical Support Agent, which is built for that.
You have few or no help articles yet, so the agent would have little approved content to answer from. Add Help Center Content Build first.
You need more than two connected systems with write access or more than six workflows. Add a note at checkout for a Change Quote, or use our Custom AI enquiry form.
How it works
- It reads your knowledge base as its only source. Up to 100 documents, help center articles, policies, past resolved tickets, approved by your team before it goes live.
- Incoming questions are answered directly where they arrive. In your chat widget or through your helpdesk, such as Zendesk, Freshdesk or Intercom, matched against real language from 10 sample conversations you provide.
- Actions run inside the rules you set. Issuing a refund within your policy limit, updating a customer record or closing a resolved ticket, only within the approval limits you define.
- Anything outside its confidence threshold hands off to a person. Cleanly, with the conversation history attached, so your team never asks a customer to repeat themselves.
- Every conversation is tagged with its outcome. Resolved, escalated or handed off, so you can see patterns in what customers are actually asking.
- Coverage is tested against 50 real scenarios before launch. Drawn from your own tickets, so the agent proves itself on your actual questions, not generic examples.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- Admin or API access to your helpdesk and any other connected system, sandbox or test records if you have them.
- Your rules and playbook, such as refund limits and qualification criteria for common requests.
- Ten real sample conversations or emails showing the kind of questions it should handle.
- The approver named for actions that need a person's sign-off.
- Admin access and API keys for every connected system, shared by adding our team as a user or creating a key you control, never by email.
- Your business information (company basics, hours and brand voice), shared during intake.
- One decision-maker who can approve the finished playbook.
- A rough count of your current help articles, FAQs and saved replies, so we can check there is enough source content to answer from.
- An API key for your own AI model account (for example OpenAI or Google Gemini), created for this build with a spending limit.
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
Intake verified, knowledge base and approval rules agreed.
Weeks 1–2
Knowledge base and channel connected, workflows built.
Week 3
Helpdesk and escalation rules connected and tested.
Weeks 3–4
50 documented test scenarios run and reviewed with you.
Week 4
Your review and two rounds of changes.
Go-live
Live, recorded handoff session, 30 days of support starts.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 20–30 working days | $5,900 |
| Express | 15–25 working days | $6,800 |
| Rush | 10–20 working days | $7,650 |
What you receive at handover
- AI Customer Support Agent deployed on one agreed channel and connected to up to two systems
- Workflow, prompt and guardrail configuration, including your knowledge base and rules for approved actions
- A test report covering the documented test scenarios
- An admin guide and recorded handoff session
- 30 days of post-launch support
Expected benefits and how to measure them
- Can shorten waiting times for routine questions
- Helps keep answers consistent across the team
- Makes handoffs smoother for customers and staff
- First response time
- Compare first response times in your helpdesk for four weeks before launch and four weeks after.
- Resolution without handoff
- Track the share of conversations closed by the agent, from your helpdesk or agent logs, after launch.
- Customer satisfaction
- Compare post-conversation satisfaction scores in your helpdesk for matching periods.
Before you start: Export four weeks of ticket volume, first response time and satisfaction scores, and list your most common questions.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
The build price is one-time. Running it costs roughly $50 to $250 a month in your own accounts for AI model usage and hosting, on top of your existing CRM or helpdesk plan.
AI usage during the build and testing is billed the same way, in your own accounts, so every provider relationship stays yours.
Ask about running costsCustom requirements
If you need a third connected system, more than six workflows, or support in more than one language, add a note at checkout for a written Change Quote. Larger or bespoke projects go through the Custom AI request form instead.
Request a custom versionKeep it running
After launch, monthly maintenance keeps the build current as your business changes. It covers monitoring, fixes, updates, a health report and change hours for things such as new FAQs or an updated refund policy. It starts after the post-launch support period, bills monthly and can be cancelled any month. Unused hours do not roll over.
$295/mo (5% of the build price a month, includes 2 change hours)
Optional. Starts after the post-launch support period. Cancel any month.
How maintenance worksHow this compares
| Do it yourself with a SaaS tool | Hire a custom agency | Upmark Labs | |
|---|---|---|---|
| Price | A helpdesk AI add-on charges a monthly fee per resolution or seat | A support agency quotes a monthly staffing retainer | Ours is one fixed price, shown on this page before you buy |
| Scope | A helpdesk add-on answers from whatever you feed it, loosely | An agency agrees scope during the project | Ours is written on the Scope Card, up to 100 documents |
| Delivery | A helpdesk add-on can turn on in a day but needs tuning | An agency usually takes weeks to hire and train | Ours has a fixed delivery time shown before you buy, with faster options |
| Actions | A helpdesk add-on often only drafts replies for a person to send | An agency build depends on what was agreed | Ours takes approved actions directly, inside your rules |
Questions about this product
Does AI Customer Support Agent answer from outside my documentation?
No. It answers only from the up to 100 documents you approve, such as your help center and policies. If a question falls outside that knowledge, it says so and hands the conversation to a person rather than guessing, so customers never get an improvised or invented answer.
What does AI Customer Support Agent cost to run each month?
Roughly $50 to $250 a month in your own accounts for AI model usage and hosting, on top of your existing helpdesk plan such as Zendesk or Intercom. You pay these directly to each provider. Monthly maintenance is optional. It covers monitoring, fixes, a monthly health report and change hours for things like new FAQs or an updated refund policy.
How fast can AI Customer Support Agent go live?
Delivery follows the fixed timeline shown in the delivery panel, counted from a verified intake. Express and rush options are available for a fee. The clock starts once your knowledge base, helpdesk access and playbook are confirmed, so gathering them in the first days of intake is the best way to keep the date.
Can it take actions like issuing a refund?
Yes, inside the limits your playbook sets, such as a maximum refund amount or which order types qualify. Anything outside those limits, or that needs judgment your rules don't cover, hands off to the approver you name, with the full conversation attached so nothing gets lost.
Which helpdesks and chat tools can it connect to?
Up to two systems with read and write access from your stack, most commonly a helpdesk such as Zendesk, Freshdesk, Intercom, Gorgias or Help Scout, plus your website chat widget. A third connected system is available as an add-on or through a Change Quote.
Can I add more workflows or a second channel later?
Yes. Adjusting an existing workflow or adding a new FAQ fits inside the monthly change hours that come with maintenance. A second channel, a third connected system, or more than six workflows is scoped and quoted separately as a Change Quote before that work starts.
What if it gets an answer wrong at launch?
You get two rounds of changes built into the build price, using the 10 sample conversations and 50 test scenarios it was checked against. After delivery you have five working days to flag anything that doesn't match the Scope Card, fixed as part of the original price.
Who owns the conversation logs and resolution data?
You do. Every transcript, tag and resolution outcome belongs to your business, stored in your own connected helpdesk. There is no license fee for keeping that history after launch, only optional monthly maintenance if you want ongoing changes made for you.
Guides on this topic
All guides Let routine questions resolve themselves.
Order the AI Customer Support Agent and give customers fast, accurate answers at any hour. Channels, actions and handoff rules are agreed in writing before you pay.
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