01.
Discovery
We analyse your support tickets to find the volume worth automating.
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Growing businesses rarely have a support problem in the way they expect. The tickets are answerable. The strain is that every extra unit of volume demands another unit of headcount , support cost rises in a straight line with growth, and never comes back down.
The usual tools do not solve this. Fragmented systems, inconsistent resolution quality and brittle automations leave hiring as the only reliable lever , which is exactly the cost the business was trying to contain.
Aerosoft builds AI support agents that operate inside your real support environment , your help desk, your CRM, your fulfilment rules, your escalation paths and your compliance requirements , resolving the repetitive, policy-bound tickets end to end.
When a meaningful share of routine contact resolves itself, the line between growth and headcount finally breaks , and your team spends its hours on the difficult, relationship-defining conversations that genuinely need a person.
Bad support automation frustrates customers and damages the brand. We design it to genuinely resolve , and to know exactly when to hand a customer to a person.
We analyse your support tickets to find the volume worth automating.
We assemble accurate, current answers for the AI to draw from.
We design resolution flows, tone and escalation rules for each issue type.
We connect it to your helpdesk and systems so it can actually resolve, not just chat.
We test against real tickets and edge cases before customers ever see it.
We launch and track resolution, cost per contact and satisfaction.
When every ticket lands in one undifferentiated queue, the urgent ones wait behind the trivial. The system understands, categorises and prioritises every incoming query the moment it arrives. Genuine problems rise to the top, routine requests are handled immediately, and nothing sits unseen.
Customers can tell the difference between a real answer and a bot stalling them. Resolutions are drawn from your actual knowledge base and the customer’s account data , specific and accurate, not generic deflection. People get their issue solved, which is the only support outcome that builds loyalty.
The cheapest support ticket is the one that is never raised. For known issues , an outage, a delay, a billing change , the system informs affected customers before they have to contact you. A potential complaint becomes a moment of trust, and your queue stays clear.
Escalation handled badly just makes the customer angrier , they end up explaining everything twice. Cases that need human judgement are handed to your team with the full conversation, history and reason attached. Your agent picks up exactly where the AI left off, informed, instead of from zero.
Customers move between chat, email and messaging and expect the same business on each. The system delivers one consistent set of answers and one standard of service across every channel. Wherever someone reaches you, the experience , and the quality , is the same.
Support automation is only worth keeping if it genuinely pays off , and that has to be proven. You get clear reporting on resolution rate, cost per contact and customer satisfaction. The impact is measured, not assumed, so you can see exactly what the system saves and where to extend it.
Our AI customer service agents are deeply integrated systems that resolve issues using your data and workflows. They are not standalone chat interfaces or scripted bots that simply answer questions.
We handle system integration and agent design. Your team’s involvement is focused on validation, policy alignment and rollout decisions , not ongoing manual maintenance.
Yes. Issue categories, confidence thresholds and escalation rules are explicitly defined. You retain full control over scope and behaviour, and expand coverage by category and risk tier over time.
High-risk actions , refunds, account changes, anything irreversible , run behind defined thresholds and approval gates. The AI prepares and recommends; a person authorises. Every action is logged and traceable.
It escalates rather than guesses. The handoff carries the full conversation, the customer’s history and the reason for escalation , so the agent who picks it up starts informed, and the customer never has to repeat themselves.
Tell us where your support queue backs up. We’ll show you the AI customer support layer we’d build around it.
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