AI for Support & Helpdesk

AI for Support & Helpdesk

Tickets resolved automatically, smart escalation and shorter waits. Your support team focuses on what actually needs a person.

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The problem

Where AI helps Support & Helpdesk

80% of tickets are the same questions

Password resets, how to configure X, where to click for Y. The support team answers the same 80% of tickets, and has 20% of its energy left for the hard cases.

Unacceptable waiting times

A customer opens a ticket and waits hours, or days, for a reply. Meanwhile they get frustrated, leave a bad review and start looking at alternatives.

A support team burning out

Answering the same question 50 times a day is not challenging, it is exhausting. High turnover and quality that drops as the day goes on.

Manual and inconsistent escalation

A ticket arrives, the agent tries, cannot solve it and escalates. Without automatic criteria, some customers sit for hours not knowing if anyone will pick it up.

Every hour of waiting is a potential bad review, and every burnt out agent is a resource lost. AI chat agents take the repeat work out and keep the quality consistent.

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The solution

How MAIS AI works with Support & Helpdesk

Artificial intelligence built around how your sector actually works. Not generic technology, but AI applied to the real problems of support & helpdesk.

Intelligent tier 1 chat agent

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Resolves 60 to 80% of tickets automatically: resets, configuration, common questions. The customer gets an answer in seconds.

Smart automatic escalation

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Complex tickets are classified by urgency, topic and language, and routed to the right specialist. Nothing lost, nothing delayed.

A knowledge base that stays alive

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The AI updates the knowledge base automatically with new solutions as they are found. Agents and customers get better answers over time.

Which one do we need? Free assessment

Real case

A SaaS company cuts ticket volume by 70% with a tier 1 chat agent

A B2B SaaS company with 500 business customers was receiving 200 tickets a day. The 4 person support team was permanently burnt out and average response time was 6 hours.

Before MAIS AI

  • ✕ 200 tickets a day
  • ✕ Average response time: 6 hours
  • ✕ Team burning out
  • ✕ Satisfaction scores falling

After MAIS AI

  • 60 tickets a day reaching a person, down 70%
  • Average response time under 30 seconds at tier 1
  • Team focused on complex cases
  • Satisfaction scores rising
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Results

What Support & Helpdesk can expect

-70%
manual tickets

Automating tier 1 frees the team for the cases that genuinely need a person.

<30s
response time

The customer stops waiting hours for a password reset.

24/7
availability

Support always available, including weekends, holidays and out of hours.

Frequently asked questions

Questions about AI for Support & Helpdesk

Does it integrate with Zendesk, Intercom or Freshdesk? +
Yes. We integrate with all the main helpdesk platforms.
Does the chat agent improve over time? +
Yes. It reads past conversations and improves its answers progressively. The longer it runs, the better it gets.
What if the customer does not want to talk to a bot? +
The agent hands over to a person at any point, on request, with no friction.
Does it work in several languages? +
Yes. Native support in Portuguese, English, Spanish, French, Italian and German.
How long does it take to implement? +
Tier 1 chat agent: 3 to 4 weeks. Full system with escalation and knowledge base: 6 to 8 weeks.

Ready To Automate Your Support Team?

Talk to an AI specialist for support & helpdesk. A free 30 minute consultation, with no commitment.

Talk to a specialist

No commitment · Free of charge