AI for support teams: no-code chatbots, agents that resolve customer requests end to end, voice agents that answer the phone, and language models you can host yourself.
Support tools here fall into two camps. Chatbot platforms such as Ada and Dialogflow let you design conversations and connect them to your channels. A newer group, including Sierra and Decagon, builds agents meant to take actions for the customer rather than only answer questions. Voice is a third track, for businesses whose customers still pick up the phone.
An agent that can issue a refund or change a booking needs access to your order system, so ask what guardrails it has, how it logs each action and when it hands the conversation to a person. An answer-only bot is easier to approve, but it is only as good as the knowledge it is fed. Chat Data creates custom chat robots with multilingual support, which suits a help centre whose visitors write in more than one language.
PolyAI and Dasha AI handle calls with speech recognition and synthesis, and Vocode is an open-source Python framework if you would rather build your own. Test latency on a real line, and check how each copes with accents and with callers who interrupt.
For teams that must keep transcripts in-house, a self-hosted model like Meta Llama 3.1 is one route. If support conversations feed your pipeline, see Sales; for store-specific help, e-commerce.
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