The AI support rep that
actually reads your policy.
Sam answers customers in your voice, in their language, around the clock. Pulls answers from your real knowledge base and product catalog. Looks up live orders. Handles refunds inside the rules you set. Hands the conversation back to your team the moment something is outside scope, with the full context attached.
Handed off to a human
Handed off to Sarah from your support team with the full conversation. She can take it from here.
Built for support teams that care what the answer actually says.
Most "AI support" tools either follow a rule tree (and break the moment a customer goes off-script) or pipe a generic LLM at your customers (and make up prices, policies, and product specs). Sam does neither. He reads from your knowledge base, your product catalog, your refund rules, and your live order data. When the answer is not in there, he says so and hands the conversation to a human with full context.
Three things, done well.
Grounded
Pulls answers from your KB and product catalog only. Refuses to invent specs, prices, or policies. If the answer is not in writing, he tells you and hands off.
Connected
Live order, shipping, and customer-history lookups through your existing tools. Handles refunds and returns inside the rules you set. Real-time, not "based on most recent training data".
Bounded
Knows when the answer is out of scope. Escalates to your team with the full transcript, the tools he tried, and the reason he stopped. Your operator picks up where Sam stopped, not from message one.
Sam reads your policies the way your best operator would.
Every reply runs through a retrieval-augmented loop. The agent searches your knowledge base for the closest matching policy, pulls in the relevant product entry from the catalog, queries live order data when the customer references an order, and only then drafts an answer. Each fact the agent uses is cited internally with a source link your operator can audit. If two policies conflict or a query falls outside the catalog, Sam stops drafting and escalates instead of guessing.
Knowledge base retrieval
pgvector-backed semantic search across every policy, FAQ, and SOP you upload
Product catalog lookup
live inventory, pricing, SKU specifications, and media
Order + shipping query
real-time read from your storefront, courier APIs, and CRM
Refund + return automation
executes inside the rules you set, never outside
Brand voice control
tone, formality, and signature line set per tenant; few-shot examples from your real replies
Language match
responds in the customer's language and register — English, Bahasa Melayu, Mandarin, Singlish, mixed
A real-world resolution, in under 90 seconds.
A KL-based e-commerce shopper messages at 23:14 about a parcel that has not shipped. Sam handles it before the operator wakes up. Here is the conversation, in full.
23:14
Sam · 23:14
Sam · 23:14
23:15
Sam · 23:15
Sam · 23:15
23:16
Resolution time: 91 seconds. Operator review the next morning: 30 seconds (approve the credit action that already fired). The customer was treated like a regular, not a ticket.
Most "AI support" is one of three things. Sam is the fourth.
| Feature | Rule-tree chatbots | Generic LLM chatbots | Enterprise help-desk bots | Sam |
|---|---|---|---|---|
| Off-script reply handling | Breaks | Hallucinates | Routes to human | Reasons + responds |
| Policy grounding | Keyword match | Pretrained guesses | Add-on module | Native, per-tenant |
| Live order lookup | No | No | Limited | Real-time, every reply |
| Refund execution inside rules | No | No | Workflow node | First-class action |
| Bahasa Melayu / Singlish | Limited | English-first | Add-on | Native |
| Pricing model | RM-friendly | USD seat-based | Enterprise contract | RM-friendly |
Sam earns your trust before he sends without you.
Sam does not auto-send the day you onboard. Every reply starts in draft mode, routed to an operator for approval. As your team marks his drafts as accept-verbatim, his confidence track per channel + per topic grows. When the accept rate crosses a threshold you set, he graduates to supervised, then to autonomous. Compliance verticals — clinics, financial services, education — can keep him in approval mode forever, by design.
Draft
Every reply reviewed by your operator. Sam learns from each edit.
Supervised
Sam auto-sends on high-confidence replies, escalates on low. Threshold per channel.
Autonomous
Sam sends without review on graduated channels. Operator audits a sample.
Questions support managers ask first.
How does Sam stop hallucinating prices or policies?
What does the handoff to a human look like?
Can Sam handle refunds?
Which channels does Sam work on?
How does Sam handle Bahasa Melayu or Singlish?
What if Sam gets a question that needs human judgement?
A 24/7 support team that costs less than one hire.
Sam onboards in a day. Your knowledge base, your policies, your tone — captured, grounded, and live on WhatsApp by tomorrow.