Customer Support
Resolves common queries instantly by phone, chat and email, and escalates the rest with full context.
Department · Fulfilment
AI for Support
AI for support teams answers the questions customers ask most, at any hour, and hands the rest to a person with the full conversation attached. AI voice and chat agents handle common queries, tell customers where their order is from live order data, and log faults and incidents, sending the serious ones to your team at once.
What should AI handle in customer support?
AI should handle the support questions that repeat: opening hours, policies, order status, how-to steps and simple fault reports. Those answers already exist in your knowledge base or order system. Anything that needs judgement, a refund decision or a frustrated customer goes to a person, with the conversation summarised so they don't start from scratch.
Which support jobs can AI handle?
Hyperloop AI can build three support use cases. Customer support resolves common queries by phone, chat and email. Order tracking answers where an order is from your store's live order data. Fault and incident reporting captures, triages and logs every fault, giving instructions for minor issues and sending major ones straight to a person.
Order Tracking
Answers "where's my order?" from a store's live order data, by order number or email, and hands only problem orders to the team.Fault & Incident Reporting
Captures, triages and logs every fault by phone or chat: minor issues get instructions, major ones reach a person at once.
Systems that serve support
Other Fulfilment departments
Onboarding
Welcome, agreements, information and access for new clients.
Production
Making the product or doing the work the client paid for.
Delivery
Getting the service to the client and supporting them in between.
Tech
Client portals, operations databases and web apps.
Frequently asked questions
Questions
Answer
What does an AI support agent need from us?
Your knowledge: FAQs, policies, product or service information and, where you have them, past support conversations. If it should look up orders or accounts, it needs read access to those systems. We help you structure the material during the build, and you decide who the agent hands over to.
Will AI support reduce our ticket volume?
It depends on how many of your questions repeat. If most tickets ask the same few things, AI can resolve a large share of them; if most need judgement, it mostly speeds up triage. We don't promise a number. On the discovery call we look at your tickets and give you an honest read.
Is AI support available outside business hours?
Yes. AI voice and chat agents answer 24/7, including evenings, weekends and holidays. Out of hours, anything that needs a person is logged with a summary and handed to your team when they're back, while urgent faults can be routed to whoever is on call.