Key Features

Knowledge-driven answers, not scripts

Agents answer from your verified content — product data, policies, help docs — with source citations. No prompt scripting required.

Action-capable agents

Beyond answering: agents can fetch order status, update tickets, trigger returns, and interact with your internal systems via API connectors.

Multichannel without fragmentation

Deploy across web chat, WhatsApp, and email with a single unified history per customer — no context loss across channels.

Context-preserving human handover

When a case needs a human, the full conversation, knowledge context, and suggested next steps transfer instantly to your team's inbox.

Real-time escalation alerts

Slack, Teams, and email notifications fire the moment escalation rules trigger — your team stays on top without monitoring dashboards.

Most support teams are stuck reacting. Agents answer the same questions hundreds of times, context gets lost between channels, and AI feels like a chatbot bolted on top of an already-broken process.

Reaktly's AI Customer Support Automation service changes the architecture. We deploy AI agents that are grounded in your actual knowledge — product data, policies, FAQs, order systems — so they can resolve requests accurately, take real actions, and hand off to human agents without losing a single thread of context.

The result: fewer tickets landing on your team, faster resolution times, and a customer experience that actually improves as volume grows. Teams typically see 70%+ of routine queries resolved autonomously within the first month of going live.

Delivery Timeline

Discovery & Journey Audit

Week 1

We map your support workflows, volume breakdown, escalation triggers, and the systems your team already uses. We identify the highest-impact automation targets and agree on success metrics before writing a line of configuration.

Audit top 20 support request categories by volume
Map existing escalation and routing logic
Identify connected systems: CRM, order management, ticketing
Define AI resolution targets and handover criteria

Knowledge Setup & Integration

Weeks 2–3

We ingest and structure your knowledge sources — help docs, product feeds, policy PDFs, past tickets — into Reaktly IQ. We build high-quality embeddings, apply reranking, and connect action APIs so agents can do more than just answer questions.

Ingest and chunk knowledge sources with IQ scoring
Build embedding pipeline with reranking and citation
Connect action APIs: order status, ticket updates, returns
Configure multichannel deployment: web chat, WhatsApp, email
Set up unified agent inbox and routing rules

Tuning, Testing & Handover

Week 4

We test agent behavior across edge cases, tune prompt logic and escalation thresholds, and run a structured handover session with your team. You leave with a live system, documented runbooks, and a clear playbook for ongoing improvement.

Accuracy testing across real customer query samples
Escalation threshold calibration and edge-case review
Agent inbox training session with your support team
Handover documentation and improvement playbook

What You Get

Live AI support agentDeployed and connected to your knowledge base and action APIs, resolving routine queries autonomously across your configured channels.

Knowledge ingestion pipelineStructured IQ knowledge base with embeddings, reranking, and IQ quality scores — ready for continuous sync as your content changes.

Multichannel inbox & routingUnified agent inbox with routing rules, escalation triggers, and real-time notifications via Slack, Teams or email.

Human handover configurationContext-preserving handover flows so agents receive full conversation history, suggested responses, and linked knowledge on every escalated case.

Analytics & improvement baselineResolution rate dashboard, volume breakdown, and a prioritized list of quick-win improvements for the first 30 days post-launch.

AI Customer Support Automation