Solutions · Customer Support
AI customer support that answers from your knowledge base
Customer support is a volume game with two failure modes: respond too slowly and customers churn, respond too fast with bad answers and they churn faster. Ryvet's support chat sits between those two by handling the routine 70% of questions instantly from your own documentation — and escalating the other 30% to a human with the full conversation context, so the customer doesn't have to repeat themselves.
Where most support chats break down
The first generation of support chatbots had one job: pretend to be helpful long enough to capture an email so a human could respond later. Customers learned the script in about a week. They started typing 'agent' or 'human' as the first message just to skip the theatre. Worse, the bot's confident-but-wrong answers — 'Yes, you can cancel anytime!' when the actual policy is more complicated — created tickets that were harder to resolve than if the customer had just emailed in the first place.
Modern AI fixes the wrong-answer problem and creates a new one: AI answers from training data instead of from your actual policies. So it confidently quotes a refund window that doesn't match yours, or invents a feature your product doesn't have. Now the agent is fixing the bot's lies on top of solving the customer's original issue.
Even when the AI gets it right, the handoff is usually broken. The customer types a paragraph explaining their situation, gets escalated, and an agent picks up the ticket with no transcript visible. So the customer types the same paragraph again. The AI was supposed to save time, and somehow the conversation got longer.
How a knowledge-base-grounded support chat actually helps
Answers from your docs, not the model's training data
Ryvet only answers from sources you point it at — your help center, your FAQs, your policies. If the answer isn't in those sources, it says so and escalates, instead of confidently inventing one.
Citations on every answer
Every response links to the help-center article it came from. Customers can verify the answer, and your team can audit accuracy without reading a sample of transcripts.
Smart escalation with full context
When a question needs a human, the conversation transfers with the full transcript and a one-line summary. The agent picks up where the bot left off — no repeated explanations, no losing context.
Stay on-brand, not on-script
Your tone — friendly, formal, irreverent, technical — is configurable per channel. Support shouldn't sound like a robot reading FAQ text aloud, and it doesn't have to.
How it plays out in practice
A SaaS company with 12,000 monthly support tickets pointed Ryvet at their Notion help docs and 30 most-common-tickets FAQ. Within a month, the chat was resolving 64% of incoming questions without a human touching them — pricing questions, plan changes, integration setup, password resets. The remaining 36% escalated with a clean transcript. Average resolution time on escalated tickets dropped 40% because agents stopped re-asking 'what plan are you on?' Customer CSAT held steady, support headcount didn't grow, and the team finally had time for the proactive work they'd been deferring.
Templates for customer support
Ready-made conversation flows you can use as a starting point.
FAQs about customer support
What sources can the AI pull from?
Help-center articles (Intercom, Zendesk, Helpscout, Notion, etc.), public PDFs, your own URLs, and uploaded text files. We crawl on a schedule so updates to your docs are reflected within hours.
What if the answer isn't in our docs?
The chat says it doesn't know, offers to escalate to a human, and logs the question as a content gap. Most customers use those gap reports to improve their docs — which makes the bot smarter on the next round.
Can it handle account-specific questions?
Yes — via authenticated API connections to your backend. The chat can verify the user's account, look up their plan or order status, and answer questions like 'when does my subscription renew?' without escalating. We support OAuth, API key, and JWT-based auth.
How does it integrate with our existing helpdesk?
Two-way integration with Zendesk, Intercom, Helpscout, and Freshdesk. Escalations create tickets with full transcripts. Resolved chats can be logged as deflected tickets for reporting.
How do we prevent it from giving wrong answers?
Three layers: only answers from your sources, every answer cites the source, and you set a confidence threshold below which it always escalates instead of guessing. You also see every conversation, so accuracy issues are auditable.
What about non-English customers?
The AI handles 90+ languages out of the box. Your docs can be in English and the chat can answer in Spanish, French, Portuguese — whatever the customer types. Tone and brand voice carry across.
Customer support automation only works when the customer leaves the conversation feeling helped. Ryvet's grounding-and-citations approach is what makes that feeling consistent — and the smart escalation is what catches you when the AI is the wrong tool for the job. Try it on your own help docs in the preview tool.
See Ryvet on your own site
Drop your URL — we'll auto-generate a chat version of your existing form in under a minute. Free, no signup.