Software solution

AI Customer Support That Answers From Your Own Knowledge

Resolve routine questions instantly on chat, email and your help centre, with grounded answers, safe actions and a clean handover to your support team.

What our AI customer support solution does

Syntrix AI Support is an assistant that answers customer questions on your website chat, help centre and support inbox using your own content — help articles, policies, product documentation and past resolved tickets. It uses large language models from OpenAI or Anthropic Claude, but every answer is grounded in your approved sources, and it cites them.

Beyond answering questions, it can take safe, defined actions through your systems: checking an order status, rebooking an appointment, resetting access or creating a return. When a request is sensitive, complex or the customer asks for a person, it hands over to a human agent with a summary of the conversation so nobody has to repeat themselves.

Who it is for

  • SaaS and technology companies with high volumes of how-to and account questions.
  • E-commerce and retail businesses handling order, delivery and returns enquiries.
  • Service providers — clinics, education, utilities, professional services — with booking and policy questions.
  • Support teams whose queues grow faster than headcount.

How it works

Grounded answers

Your content is indexed and kept in sync. For each question, the assistant retrieves the relevant passages and writes an answer based only on them. If the sources do not cover the question, it says so and offers a handover rather than guessing.

Actions through your systems

We connect the assistant to specific, permissioned operations in your order system, booking platform or account service. Each action is defined, logged and can require customer verification.

Human handover

Configurable rules route conversations to agents — by topic, sentiment, customer value or request. Agents receive the transcript and an AI summary in your existing help desk or in our customer management software.

Agent assist

Inside the help desk, agents get suggested replies, summaries of long threads and relevant articles, which they edit before sending.

Measuring quality

A review console shows every conversation, the sources used and customer feedback. Your team can correct answers, fill content gaps and approve changes. Our AI support assistant case study describes how a SaaS company rolled this out gradually, starting with a subset of topics.

Implementation

We audit your support content and ticket history, decide which topics the assistant should handle first, connect channels and systems, and run an internal pilot before going live with customers. More ambitious use cases, such as multi-step agents, are delivered by our AI chatbot development and AI agent development teams.

Next step

Request a demo and we will load a sample of your help content so you can test the assistant with real customer questions.

    • At a glance

      • Platforms

      • Integrations

      • Pricing

      • Built for

        • E-commerce

          Custom e-commerce platforms, headless storefronts and back-office integrations for online retailers who have outgrown templates and manual order handling.

        • Healthcare

          Patient booking apps, clinic management systems and secure portals for private clinics and healthcare providers, built with privacy and reliability first.

        • Professional Services

          Client portals, CRM, project and time tracking, billing and AI-assisted document workflows for consultancies, agencies, law and accountancy firms.

        • Finance

          Secure software for lenders, brokers, accountancy practices and fintech teams: client portals, workflow automation, reporting and integrations with financial systems.

      Features

      AI Customer Support features

      • Answers grounded in your content

        Responses are generated only from approved sources and cite them.

      • Safe system actions

        Order lookups, bookings and returns through defined, logged operations.

      • Smart human handover

        Routing by topic, sentiment or request, with a summary for the agent.

      • Multichannel

        Website chat, help centre search, email and messaging channels.

      • Agent assist

        Suggested replies and thread summaries inside your help desk.

      • Multilingual support

        Answers customers in their language from your existing content.

      • Review and analytics console

        Inspect conversations, sources, feedback and resolution rates.

      Modules

      Modular by design — use what you need

      Start with the core and switch on modules as you grow. Every module is configurable to your processes.

      • Knowledge ingestion

        Syncs help articles, documents, policies and resolved tickets.

      • Conversation engine

        Retrieval, answer generation, guardrails and escalation rules.

      • Actions and integrations

        Permissioned connectors to order, booking and account systems.

      • Channels

        Web widget, help centre, email and messaging integrations.

      • Agent workspace

        Handover queue, summaries and suggested replies.

      • Quality console

        Conversation review, feedback, content gaps and reporting.

      Benefits

      The difference it makes

      • Faster answers, 24/7

        Customers get immediate help outside office hours and at peak times.

      • Lower queue pressure

        Routine questions are resolved before they reach an agent.

      • Consistent quality

        Answers follow your policies and documentation every time.

      • Better agent focus

        Agents spend their time on complex and high-value conversations.

      Who it's for

      Designed for your team

      • Support leaders

        Deflection, resolution and satisfaction metrics in one place.

      • Support agents

        Fewer repetitive tickets and AI help on the rest.

      • Customers

        Accurate, immediate help in their preferred channel and language.

      • Product and content teams

        Clear view of questions the documentation does not answer.

      Integrations

      Connects with your tools

      • Help desk platforms

        Handover, ticket creation and agent assist in your existing tool.

      • Knowledge bases

        Sync from help centres, wikis, document stores and websites.

      • Order and booking systems

        Look up and change orders or appointments via API.

      • Identity and authentication

        Verify customers before account-specific actions.

      • LLM providers

        OpenAI or Anthropic Claude models via enterprise APIs.

      Documentation

      Technical information & deployment

      Deployment options

      Hosted on Azure or AWS in our managed environment or your own subscription. Models are accessed through enterprise APIs from OpenAI or Anthropic, including Azure OpenAI where regional hosting is required.

      Data handling

      • Your content and conversations are not used to train third-party models under the enterprise terms we use.
      • Personal data in conversations can be redacted before storage; retention periods are configurable.
      • Encryption in transit and at rest, role-based access to the review console and full audit logs of actions taken.

      Guardrails

      • Answers must be supported by retrieved sources; unsupported questions are escalated.
      • Actions are limited to an explicit allow-list with parameter validation and optional customer verification.
      • Topic restrictions and tone guidelines are configured per brand.
      • Regular evaluation runs against a test set of real questions before changes go live.

      Technical information

      ASP.NET Core services, PostgreSQL with vector search, a lightweight JavaScript chat widget and REST APIs for channels and actions.

      Onboarding

      1. Content and ticket audit; choose the initial topics.
      2. Connect knowledge sources, channels and any actions.
      3. Internal pilot with your support team reviewing answers.
      4. Staged public launch, expanding topics as quality is proven.

        • Technology stack

          • OpenAI

            We integrate OpenAI models into business software for assistants, document processing, search and content workflows, with grounding, evaluation and cost controls.

          • Anthropic Claude

            We build AI assistants, agents and document workflows on Anthropic's Claude models, known for long-context reasoning, careful instruction following and strong writing.

          • AI & Machine Learning

            Applied AI and machine learning for forecasting, classification, recommendations and document understanding, alongside large language models where they add value.

          • ASP.NET Core

            ASP.NET Core is our default framework for secure web applications and REST APIs: fast, cross-platform and well suited to complex business logic and integrations.

        Case studies

        AI Customer Support in action

        • AI Support Assistant for a B2B SaaS Company

          How a B2B SaaS company deployed a grounded AI support assistant that resolves 42% of conversations on its own and hands the rest to agents with full context.

        • Retail Chain POS Modernisation

          How a 60-store retail chain replaced ageing on-premise tills with an offline-capable cloud POS, cutting checkout times by 35% and ending overnight price syncs.

        Portfolio

        Related projects

        • AI Sales Assistant for B2B Teams

          An LLM-powered sales assistant that qualifies inbound leads, drafts tailored follow-ups and summarises accounts from CRM data for a B2B industrial supplier.

        • Clinic Appointment Mobile App

          A patient booking app and clinic scheduling back office for a group of private outpatient clinics, with online booking, reminders and secure pre-visit forms.

        • Smart Education ERP

          A unified education management platform for schools, colleges, universities, and multi-campus institutions, covering admissions, attendance, timetabling, fee management, examinations, academic records, and parent and student portals in one integrated system.

        What our clients say

        • The assistant resolves the repetitive how-do-I questions and hands everything else to us with a proper summary. Our agents spend their time on the tricky tickets now, and customers get answers at 2am without us adding a night shift.

        • We used to lose half a day's takings every time a store's broadband went down. Since the new tills went in, outages barely register, and head office can change a price at lunchtime and see it on every shelf-edge promotion by the afternoon.

        • Parents now have one app instead of four, and our office teams have stopped spending Monday mornings chasing absence calls. The migration was the part we worried about most, and the trial runs meant there were no surprises on go-live day.

        Services

        Services to tailor and extend it

        • AI Chatbot Development

          AI chatbot development for customer support and internal help desks: assistants trained on your knowledge base, integrated with your helpdesk, website and Teams, with smooth human handover.

        • AI Agent Development

          AI agent development for multi-step business tasks: agents that use your APIs and tools to research, update records and resolve requests, with approvals, audit logs and clear limits.

        • AI Development

          AI development services from strategy to production: LLM-powered applications, AI agents, chatbots and automation built on OpenAI, Claude and Azure — with security and measurable ROI.

        FAQ

        Frequently asked questions

        • How do you stop the AI from making things up?

          Answers are generated only from passages retrieved from your approved content, and the assistant cites its sources. If nothing relevant is found, it says it cannot answer and offers a human handover. We also test changes against a set of real questions before they go live.

        • Can it do more than answer questions?

          Yes. It can perform specific actions you approve — such as checking an order, rebooking an appointment or starting a return — through your systems' APIs. Each action is on an allow-list, validated and logged, and can require customer verification first.

        • Will it replace our support team?

          No. It handles routine, well-documented questions and helps agents with summaries and suggested replies. Complex, sensitive or high-value conversations are routed to people, who then have more time to handle them well.

        • Is our customer data used to train AI models?

          No. We use enterprise API terms from OpenAI and Anthropic under which your data is not used for model training. Personal data can be redacted before storage and retention periods are configurable.

        Guides

        Helpful reading

        Test it on your own questions

        Request a demo and we will load a sample of your help content so you can try real customer questions.

        Request a Demo

        Request a demo and we will load a sample of your help content so you can try real customer questions.

        Contact

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