The HEARD framework: empathy at scale

Automated support shouldn’t feel robotic. Our AI uses the HEARD framework (Hear, Empathize, Apologize, Resolve, Diagnose) to manage difficult conversations. For simple questions, it gives quick facts; for complaints, it follows a structured sequence that validates the customer’s feelings before moving to a fix.

Resolution-first: answer first, ask later

Most bots start by demanding a name and email, creating friction. The AI Support Agent is different. It searches your knowledge base to resolve the query first. It only asks for contact details if a human needs to step in, ensuring a smooth, helpful experience that builds trust rather than annoyance.

Never miss an inquiry with smart escalation

When a question falls outside your knowledge base, the AI doesn’t give up. It transitions into an empathetic “escalation mode,” gathering the customer’s name and contact info to create a detailed message for your team. You get a qualified lead, and the customer gets the assurance that help is on the way.

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Unlock your AI Support Agent’s full potential with expert setup

Get the most out of your AI Support Agent with Cutting Edge expert setup services. From building your FAQ knowledge base to fine-tuning your brand voice, our team ensures your AI is ready to delight customers from day 1.
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FAQs

An AI support agent is a 24/7 digital customer service representative that handles inquiries through chat and SMS. It provides instant answers, reduces wait times, and ensures your customers always receive timely, helpful support, even outside business hours.

Our AI follows a structured approach to customer support that focuses on understanding the issue, responding with empathy, and working toward a resolution. This ensures customers feel heard and supported, not just answered.

Yes. For simple questions, it provides immediate answers. For more complex situations, it works through the issue step by step and, if needed, gathers the right details so your team can follow up with full context.

Yes. It’s fully optimized for both SMS and web chat, using clean, easy-to-read responses that work seamlessly across all devices.

Instead of forcing users to fill out forms or wait for replies, the AI focuses on solving problems first. It delivers answers instantly and only asks for contact details if escalation is required, creating a smoother and more user-friendly experience.

If the AI can’t find a reliable answer, it won’t guess. Instead, it will let the customer know that a team member will follow up and collect the necessary details to ensure a proper resolution.

We train the AI using your website, services, FAQs, documents, and internal processes. This allows it to provide accurate, brand-specific responses that reflect how your business actually operates.

Yes. The AI can be customized to match your tone and communication style, whether that’s more professional, conversational, or somewhere in between, while still maintaining consistent, high-quality support.

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