Hear it call your own phone
Half an hour. We build a flow for your enquiries and run it against your number.
Solutions / AI customer support
AI customer support, with a person one step away.
An AI agent answers from your knowledge library on web chat, WhatsApp, text, email and phone. When it reaches something it can't or shouldn't do, the conversation moves to your team, and back again.
What goes wrong without it.
The same questions, all day
Opening hours, order status, how to rebook. Your best people spend their time on answers that are already written down.
Bots that trap people
Customers will use AI for a quick answer. What they won't forgive is a loop with no way through to a person.
Every handover starts again
The customer explains it to the bot, then to the first person, then to the second. Each repeat costs you goodwill.
How AI customer support works in Unibound.
It is a flow: a diagram of what should happen and when. You can open it, change any step and test it on your own phone before a customer hears it.
A customer gets in touch
On the web chat widget, WhatsApp, text, email or by phone. One history per person across all of them.
The AI answers and acts
From your documents and website, and through the tools you connect: check an order, move a booking, update a record.
A person takes over when needed
A refund to approve, a complaint, a system the AI can't reach, or a customer who asks. Your team replies from one inbox.
Then hands it back
The AI picks up where the person left off, and the contact is tagged so the next conversation starts with this one in mind.
Where your people come in.
An AI agent can only do what its tools let it. Where your systems have no connection for it yet, or the decision belongs to a person, the flow sends the work to your team instead of pretending.
Take over, hand back
The AI and your people work the same contacts in one inbox and one call queue.
AI and your team
Change any step
Every path is drawn, not buried in a prompt. Add a branch, a wait or a channel in a minute.
How flows work
Rules the AI can't bend
Opt-outs, calling hours, daily limits and spend are checked by the system before every call and message.
See the safeguardsQuestions about AI customer support.
Can customers ask for a human?
Always. Asking for a person moves the conversation to your team's inbox or call queue, with the transcript. You can also set the AI to hand over on particular topics, such as complaints or refunds.
What can the AI actually do, beyond answering?
Whatever you connect. Agents can call your systems to look things up and make changes, such as checking an order or rearranging an appointment. Where there is no connection, the AI passes the job to a person.
Where does it get its answers?
From your knowledge library: the web pages and documents you add. It answers from that material rather than guessing, and says when it doesn't know.
How do we know the AI is doing a good job?
Monitoring reviews calls and messages against the standards you set and flags the ones worth a look. Reports show how many conversations reached their goal and what each cost.
Read more on this.
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