Deflect the Repeats,Route the Rest With Context
Answers the questions your team answers fifty times a week — order status, tracking, balances — and hands everything else to a person with the full transcript and a suggested reply. Deflection, not replacement.
Counted, not claimed
4
Channels
4
Live system lookups
3
Languages
Escalates rather than guesses
CHALLENGE & APPROACH
The problem, and how we solve it
A large share of inbound support is the same handful of questions: where is my order, what is my balance, have you received my payment, when is my appointment. Your team answers them across four channels while the genuinely difficult cases wait behind them. Meanwhile the chatbots on the market promise to handle support entirely, then confidently invent a delivery date.
- The same questions answered dozens of times a day across different channels
- Real problems queued behind routine status enquiries
- Customers asking in three languages, on whichever channel they prefer
- No data on what is actually being asked, so the FAQ never improves
Incoming messages across web, WhatsApp, email and social DMs are classified by intent and routed: answered from your knowledge base with citations, resolved with a live lookup into your order or booking system, or escalated to a person with the transcript and a suggested reply attached. Confidence decides which. We set the deflection target contractually at 30–50% and measure it — anyone promising that AI will handle your support is selling you something else.
- A measured deflection target of 30–50%, agreed contractually rather than implied
- Live lookups into your systems, so status answers are real rather than generic
- Escalates with the full transcript and a suggested reply — the agent starts informed
- Never fabricates: below the confidence threshold it hands over
- Reports the questions it could not answer, so your knowledge base improves
- Support teams where status enquiries crowd out the difficult cases
- Businesses serving customers across web, WhatsApp and social channels at once
- Retail and e-commerce operations with high order-status volume
- Service businesses handling appointment and booking enquiries
- Teams already on Zendesk or Freshdesk who want triage in front, not a replacement
KEY FEATURES
What Support Triage & Deflection does
Four channels
- Embeddable web widget, kept small enough not to slow your site
- WhatsApp through the official Business Cloud API
- Email, plus Facebook and Instagram direct messages
Intent classification & routing
- Auto-answer, live lookup, booking, or human escalation
- Routing rules you control, per intent and per channel
- Business hours, SLA timers and escalation rules built in
Knowledge base answers
- Ingests your documents, FAQs and website content
- Answers carry citations back to the source
- Keyword and semantic retrieval combined for better recall
Live system lookups
- Order status and shipment tracking from your own systems
- Invoice and account balance enquiries
- Appointment and booking details
Confidence-based escalation
- Below threshold, the conversation goes to a person
- The agent receives the full transcript and a suggested reply
- It says it does not know rather than inventing an answer
Agent console
- Unified inbox across every channel
- Canned replies and full transcript history
- One-click takeover mid-conversation
Multilingual
- Bahasa Malaysia, English and Mandarin
- Replies in the language the customer wrote in
- Handles mixed-language messages
Deflection analytics
- Deflection rate measured against the agreed target
- Top intents and volume trends by channel
- Unanswered questions surfaced as a knowledge-base gap report
- Proactive notifications — shipment delayed, invoice overdue, appointment reminder
- Sentiment-based priority escalation
- Voice channel — under evaluation, not committed
HOW IT WORKS
How it works
Message arrives
From the web widget, WhatsApp, email, or a Facebook or Instagram DM — all into one queue rather than four separate inboxes.
Classify the intent
What is this actually about: a question your knowledge base answers, an order status lookup, a booking, or something that needs a person?
Answer or look up
Knowledge-base questions are answered with citations. Status questions trigger a live lookup into your order, shipping, billing or booking system, so the answer is real.
Escalate with context
Anything below the confidence threshold, or any intent you have marked for human handling, goes to an agent with the full transcript and a suggested reply.
Measure and close the gaps
Deflection rate is reported against the agreed target, and the questions it could not answer become a knowledge-base gap report you can act on.
INTEGRATIONS
Connects to what you already run
Channels
- Web widget
- WhatsApp Business Cloud API
- Facebook & Instagram DM
Systems of record
- ERP / order system
- Shipping & 3PL APIs
- Booking systems
- CRM
Helpdesks
- Zendesk
- Freshdesk
Co-exist mode — triage sits in front, your helpdesk stays the system of record.
Running something that isn't listed? Tell us what it is — anything with an API or a read-only database view can usually be connected.
TRUST & CONTROLS
Built for the audit, not just the demo
Deflection, not replacement
We set the target contractually at 30–50% of enquiries and measure it against your own baseline. A vendor telling you AI will handle your support is describing a product that does not exist.
It says it does not know
Below the confidence threshold the conversation escalates with full context. Fabricating a delivery date is far more expensive than transferring the conversation to a person.
Knowledge base quality decides everything
Deflection is capped by what is actually written down. We scope a content phase explicitly rather than launching against a thin FAQ and blaming the model.
Data residency
Malaysia, Australia or Singapore — set per tenant. No cross-region data movement, ever.
Audit log
Every read and write of your data is logged, exportable, and retained to your policy.
Human approval gate
Nothing writes to your system of record without someone approving it. That is a product rule, not a setting.
PII handling
No personal data in logs. Prompts are redacted before they are stored, and credentials are isolated per tenant.
WHERE IT FITS
Who runs this, and why
HOW WE DELIVER
What happens after you get in touch
- 01
Discovery
A paid diagnostic that maps your systems, takes a real data sample, and captures the baseline metric. Without a baseline measured before go-live, no one can prove what changed afterwards.
- 02
Configure
Connectors, field mappings, validation rules and templates set up against your systems — configured for how you actually work, not rebuilt from scratch.
- 03
UAT & parallel run
The system runs alongside your existing process for two to four weeks. You see the delta on your own data before anything is switched over.
- 04
Handover
Training, a runbook and documentation — plus the admin UI, so your team can change mappings and rules without coming back to us.
We'll come back to you within 48 hours.
Start Your Project
Let's work together,
get started.
Tell us about your project. We'll respond with a tailored proposal within 48 hours — no templates, no salesperson.
- No commitment required
- Response within 48 hours
- Signed NDA on request
Ready to take your business to the next level? Send us a message and see how we can help.