Custom AI support agent
Deployed on your chosen channels (web chat, email assist, optionally SMS) in your brand voice.
Instant answers on the routine tier, 24/7
The AI Customer Support Agent
Your customers get instant answers.
Your team gets their day back.
We build you a custom AI support agent, grounded in your own docs and wired into the help desk you already use. It answers the routine tickets 24/7 and hands the rest to your team, cleanly. Not a generic widget. A system you own.
Built for US support volumeYou own the systemHuman-in-the-loop by design
The problem
Your support team is drowning in the same questions.
“Where's my order?” “What's your return policy?” “How do I reset this?” The same tickets, over and over, while real problems wait in the queue and after-hours messages sit until morning. There's a routine tier of your volume that shouldn't need a human at all. That's the part we automate, and we do it the right way.
- First responses take hours, while customers now expect minutes.
- Nights and weekends go uncovered, or get paid in overtime.
- Your best agents burn out on repetitive tickets instead of hard ones.
- Every ticket costs real money to handle, typically several dollars in loaded agent time.
How it works
Grounded answers in. Clean escalations out.
A retrieval-grounded agent that answers only from your content, and hands off the moment it shouldn't.
1
We learn your business
We ingest your help center, FAQs, policies, macros, and the knowledge only your team has, into a knowledge base the agent answers from.
2
We wire it into your tools
It reads your order and account data, creates and routes tickets in your help desk, and lives on your web chat, email, or SMS.
3
It answers, with sources
Routine questions get instant, grounded, on-brand answers with a citation. No made-up policies. No open-internet guesses.
4
It escalates the rest, cleanly
Refunds, complaints, anything high-stakes → handed to a human with a full summary and a suggested reply. Your team never starts from zero.
5
We tune it every month
We watch the numbers, fix what's wrong, and cover new questions as they come up, so it gets better over time, not stale.
The guardrail that makes it safe: if the agent isn't confident its answer is grounded in your content,
it doesn't guess. It defers to a human. High-stakes intents are escalated by design, never auto-answered.
Why it's different
Not a chatbot with your logo on it.
Grounded in your knowledge, wired into your stack, governed by your rules, and owned by you.
Grounded, not generic
It answers from your knowledge with citations, not a language model winging it from open-ended memory.
Wired into your real tools
Zendesk, Intercom, Freshdesk, HubSpot, your web chat and email: it works inside your stack, not beside it.
Human-in-the-loop by design
The AI knows its limits. High-stakes tickets go to your team, briefed and ready with a suggested reply.
You own it. Your knowledge, your conversation data, your system. We build, operate, and tune it.
If we ever part ways, you keep your data and an export of your configured knowledge base.
What you get
A single owned agent, and the system around it.
Everything scoped to your channels and your volume, deployed in the tools you already run.
Retrieval knowledge base
Your docs, FAQs, policies, and product data chunked, embedded, and indexed: the agent's grounding source.
Answers from your content, with sources
Help-desk integration
Reads context and writes back: creates and updates tickets, tags, sets priority, routes to the right queue.
A real system of record, not a floating widget
Escalation & handoff logic
Clear rules for what the AI answers and what it defers, with a full summary, history, and suggested reply.
Your team picks up already briefed
Analytics dashboard
Deflection rate, volume by intent, escalation rate, response time, top unanswered questions, and cost-saved estimate.
Your impact, measured in your numbers
Runbook & team training
A source-of-truth doc, a runbook, and a live session on how to review escalations and feed new knowledge.
Your team runs it with confidence
Every build ships with grounding enforcement · PII scrubbed at ingest · high-stakes actions gated to a human · US-only by default
Integrations
It works inside the tools you already run.
We wire the agent into your help desk and channels, and ground it in the knowledge sources you already maintain.
Help desks & CRMs
Zendesk, Intercom, Freshdesk, HubSpot Service Hub, Gorgias, and shared Gmail / Google Workspace: reads context, writes and routes tickets.
Channels
Embeddable web chat widget, email auto-respond or draft-and-assist, internal Slack deflection and escalation, and optional SMS via Twilio.
Knowledge & data
Help-center articles, policy docs, PDFs, existing macros, and read-only order or account lookups (Shopify, your app DB) for live status.
Data-source access is read-scoped wherever possible: the agent reads order and account data, and only writes through explicit, gated help-desk actions.
Pricing
A fixed quote, scoped to your volume.
One-time build to stand it up, a monthly retainer to keep it accurate and growing.
One-time build
Fixed quote after discovery
Discovery, knowledge-base build and ingestion, agent + guardrails + escalation config, help-desk and channel integration, data connectors, dashboard, testing to go-live, runbook, and a team training session.
Scope depends on channels, integrations, and how ready your knowledge is. Typical go-live is 3–5 weeks.
Optimization retainer
Scoped after implementation
Monitoring and alerting, accuracy tuning, new-intent coverage as questions evolve, knowledge-base updates, model and prompt improvements, and a monthly analytics report plus review call.
3-month minimum, then month-to-month with 30-day notice. This is how deflection trends up over time instead of decaying.
We quote conservatively. We don't promise a magic deflection percentage. We build your ROI model from your
real ticket data, then prove it against your live baseline in the first 30 days. Model API usage is agreed up front with a
per-conversation cost ceiling, so no surprise bills. You own your data.
Who builds it
Built by the person who'll be in the room.
Key's Touch is led by Key Scales, not an account manager who hands you off to a junior team. When you book your Discovery Call, you're talking to the person who scopes the build, wires the agent into your help desk, and stands behind the accuracy numbers. The conviction is simple: you shouldn't have to choose between moving fast and doing it safely. So we do both: the latest capability, the strongest governance, in the same engagement.
1st-Place AI Solution Architect
PMP Certified
AI & Data Governance
Full-Stack Engineer
See it work
Watch a routine ticket get answered, and a hard one get escalated.
No abstract promises. Watch the agent answer “where's my order” from a live lookup, deflect a policy question with a citation, then refuse a refund and hand it to a human with a full summary. Three minutes, no signup.
Support chat
AI Agent
Online
Customer
Hi — where's my order? It's #KT-4821.
AI Agent
Your order #KT-4821 shipped Jul 1 via UPS and is out for delivery today, arriving by 8:00 PM.
Live lookup · UPS 1Z…4821
Customer
Got it. What's your return window on an opened item?
AI Agent
Opened items can be returned within 30 days for store credit, as long as all parts are included.
Source: Returns Policy §2.1
Customer
This is the third one that's broken. I want a full refund to my card, now.
Escalated to a human
Handed to Sam · Support Lead
High-stakes intent detected (refund + repeat complaint). The agent did not auto-answer — it handed off with context.
CustomerOrder #KT-4821 · returning customer
Issue3rd unit failure, requesting full refund to card
SentimentFrustrated · time-sensitive
Draft readyApology + refund + replacement options
FAQ
The questions support leaders actually ask.
How accurate is it, really?
The agent answers from your own content and cites its source. In grounded operation, the routine tier is highly reliable because the answer is retrieved, not invented. We measure accuracy continuously (thumbs, escalation rate, and spot-review of a sample) and report it monthly against your own tickets. We don't quote a single accuracy percentage out of context.
What stops it from making things up?
Three layers: it only answers from retrieved passages in your knowledge base; a grounding check blocks any answer that isn't supported by those passages; and if retrieval confidence is low or the question is out of scope, it deflects to a human instead of guessing. High-stakes intents (refunds, cancellations, complaints, medical, legal) are escalated by design and never auto-answered.
Is our data private? Where does it go?
Your knowledge base and conversation data live in your own system. Model API calls are made under enterprise terms; we don't train models on your data. PII is scrubbed before logging and before being used in retrieval queries where feasible. For healthcare, we scope PHI handling carefully and align on a data-handling agreement before build. We block non-US traffic at the edge by default.
Who owns it?
You do. You own the knowledge base content, the conversation logs, and the analytics data. Key's Touch builds, operates, and maintains the system. If we part ways, you keep your data and get an export of your configured knowledge base.
Will it replace my support team?
No. It removes the repetitive tickets so your team spends time on the work that needs a human. It also pre-drafts escalations, making your agents faster. We train your team to work with it.
How is this different from the AI chatbot our help desk already offers?
Off-the-shelf help-desk bots are generic and shallow. This is a custom system grounded in your specific knowledge, wired into your tools with real escalation logic, tuned monthly against your actual conversations, and owned by you. It's built for your business, not configured from a template.
How long does it take to go live?
Typically 3–5 weeks, mostly depending on how ready your knowledge is.
What does it cost?
Every build is scoped to your workflows and ticket volume after a short discovery. You get a fixed, phased quote with the payback math, modeled from your real ticket data, before you decide. The $1,500 Money Leak Assessment credits 100% toward the build. You own your data.
Apply
Let's see if this pencils out for you.
A few quick questions so your call is sharp from minute one. Takes about 90 seconds.
Pick a time. That's it.
Choose a 15-minute slot. No pitch, no obligation, and you keep the findings either way.
15 minZoomYou'll talk to Key directly
Based on your answers, a full build may be more than you need right now. For learning AI on your own timeline, our sister brand Key Builds AI has a call and a cohort that will serve you better.
Stop answering the same ticket for the thousandth time.
Book a 15-minute Discovery Call. We'll look at your volume, tell you honestly whether this pencils out, and if it does, model your exact ROI from your real ticket data. No pitch, no obligation, and you keep the findings either way.
Book a Free 15-Minute Discovery Call →