Cha-ching AI

AI help desk automation for small business

AI for your help desk, with a human one transfer away

Your best support people spend their day on password resets, order-status questions and "how do I" tickets. AI can take a lot of that, if it's set up to solve tickets rather than just keep customers away from your team.

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Remote, anywhere in the US. We reply within 1 business day.

Sound familiar?

Where support hours actually go

Small support teams rarely drown in hard problems. They drown in easy ones, arriving all day, in every channel, each needing a few minutes of someone's attention.

  • Questions with known answers. Order status, password resets, "how do I export this," "can I change my plan." The answer exists; someone still has to find it and type it.
  • Tickets that bounce. Routed to the wrong group, reassigned, reassigned again. Every bounce adds a day the customer notices.
  • A first reply that asks for information. "Can you send your account number and a screenshot?" One wasted round trip before anyone starts helping.
  • Knowledge-base rot. Articles written for last year's product, owned by nobody, and quietly wrong.
  • Macro sprawl. A macro library so long that agents write from scratch rather than search it.
  • The Monday backlog. Everything that arrived over the weekend, waiting in one heap for whoever logs in first.

What we build

Help desk automation that solves tickets

Each piece runs inside the help desk your team already uses, and each one can start in "suggest only" mode before it's allowed to act.

  • Ticket triage and routing

    Every ticket gets classified by intent, product, urgency and language, its fields set, and routed to the right group on arrival. Upset customers and key accounts are flagged so they skip the line.

  • Context before the first reply

    Account details, recent orders, plan, device or past tickets are pulled into the ticket automatically, so the first human reply is the useful one instead of a request for more information.

  • Drafted replies your agents approve

    The AI drafts a reply from your macros and help articles; your agent edits and sends. It's the gentlest way to start, and it speeds up even the tickets the AI shouldn't answer alone.

  • Auto-resolution for the safe categories

    For categories you approve, such as password resets, order status and step-by-step how-tos, the AI answers and closes the ticket, with an obvious "this didn't help" path straight to a person.

  • Knowledge base upkeep

    Find the articles that keep failing customers, propose fixes based on how agents actually solved those tickets, and flag duplicates and outdated steps for someone to approve.

  • A weekly "what's driving tickets" note

    A plain summary of what customers contacted you about this week, what's new, and which product bugs are showing up in support before anyone files them.

The fine print

Deflection is not resolution

A lot of support automation is sold on "deflection": the share of customers who didn't end up opening a ticket. But a deflected customer might have found the answer, or might have given up and picked up the phone, or might be writing a review. Deflection can't tell those apart.

So we measure what actually matters to the customer and to your team:

  • Resolution, not deflection: was the problem solved, and did the same customer come back with the same issue a few days later?
  • Reopen rate on tickets the AI closed, compared with tickets your agents closed.
  • CSAT on AI-handled tickets, tracked separately, so a weak category can't hide inside your overall score.
  • Time to first useful reply, not just time to first reply.
  • Agent hours spent each week on the categories we automated.

It all works inside the tools you have: Zendesk, Freshdesk, Help Scout, Intercom, Jira Service Management, HubSpot and the like, across email, chat and web forms. If your help desk has an API, we can usually work with it.

Where a person still picks up

Customers remember the time a bot wouldn't let them reach anyone. These stay with your team:

  • A visible "talk to a person" option in every AI conversation, not hidden three menus deep.
  • Refunds, credits, cancellations and account changes need a human decision.
  • Upset customers and key accounts skip the AI entirely.
  • The AI never re-closes a ticket the customer has reopened.

How we work

Call, pilot, roll out

  1. Free 30-minute call

    We look at a sample of recent tickets with you, find the categories that repeat most, and pick the one with the clearest payoff.

  2. Pilot in draft mode

    One category, drafts only: your agents approve every reply. We measure handle time, reopens and CSAT against how that category performs today.

  3. Roll out what works

    Categories that pass get auto-resolution switched on, one at a time. Categories that don't stay in draft mode, or go back to your team entirely.

Questions

Questions support leads ask us

Will this work with Zendesk or Freshdesk?

Yes. Both have solid APIs, as do most modern help desks. We work inside your existing views, groups and fields rather than bolting on a separate tool your team has to watch.

Will our CSAT drop?

It can, if a bot is set up to deflect. That's why we track satisfaction on AI-handled tickets separately and only let the AI resolve categories where it scores as well as your team does.

Our knowledge base is a mess. Do we have to fix it first?

No. The pilot shows exactly which articles fail customers, which turns out to be the fastest way to fix a knowledge base. We fix the ones that matter first.

Is our customers' data used to train someone else's model?

We pick vendors and settings where your data isn't used for training, and we write down which vendors see what before anything goes live. You approve that list.

How do we know it's working?

Time to first useful reply, time to resolution, reopen rate, CSAT on AI-handled tickets, and the hours your agents get back each week. If those don't move, we switch it off.

Read next

Find out where AI pays in your week.

Thirty minutes, no slide deck. Walk us through how your phones, help desk, billing and follow-up work today. We'll point at the two or three places AI would pay for itself, or tell you plainly if it won't.

Book a free 30-minute AI call