Solve the hard tickets. AI clears the easy fifty.
First-line answers, ticket triage and follow-ups handled, so your patience goes to the cases that need it.
Where the hours actually go.
The same questions on repeat
Order status, refund policy, password help: sixty percent of the queue is copy-paste work that still has to be done politely.
Tickets arrive with zero detail
It-is-broken starts a three-message extraction before any solving begins, multiplied by every ticket in the queue.
Escalations lack context
Handing to engineering or the merchant means re-typing the whole story somewhere else, and losing details on the way.
CSAT and shift handovers
Surveys to send, open tickets to summarise for the next shift, and numbers to report weekly, all manual.
Your toolkit inside kiap.ai
Live today inside the super app, or being built on the same API. Everything AI drafts, you approve.
First-line reply agent
Answers routine questions instantly from your policies and help articles, on WhatsApp and chat, escalating the real issues.
Ticket triage drafts
Reads each ticket, asks the missing questions and drafts a summary with suggested priority before you open it.
Escalation summaries
Turns a long ticket thread into a tight brief for engineering or the merchant, context intact.
Help centre site
A searchable help centre so customers self-serve the answers you type daily.
Follow-up and CSAT sender
Resolution confirmations and satisfaction surveys sent automatically per closed ticket.
Queue reports
Volume, resolution time and top issue categories compiled weekly for the team lead.
A day with AI doing the busywork.
Overnight queue: forty routine tickets already resolved by the agent, six real ones summarised and prioritised.
A gnarly case gets your full attention; the escalation brief to engineering writes itself from the thread.
A regular writes in on WhatsApp. You take it personally while the agent keeps clearing the routine queue.
Shift handover is a generated summary of open tickets, not a frantic scribble.
Questions customer support executives actually ask.
Will AI replace support agents?
No. Angry customers, edge cases and judgement calls need a human. AI clears the repetitive layer so your empathy and skill go to the tickets that actually matter.
Can it reply in our tone, even Singlish?
It answers from your macros, policies and help articles in the tone you set. You handle the customers who need a human touch.
I support Shopee and Lazada customers. Does it fit?
Yes. The agent handles order status, returns and policy questions across your channels, and escalations carry full context to the merchant.
Does it answer on WhatsApp?
Yes. WhatsApp and site chat are both covered, so customers get instant answers where they actually message.
Is it affordable for a small support team?
The standard plan covers the toolkit. For a lean team, deflecting sixty percent of the queue is like adding a headcount without the hire.
Keep the craft. Drop the admin.
See your toolkit running inside kiap.ai. One call, a real walkthrough, no pressure.