Customer Support Agents

Support calls resolved, not just answered and queued

Voice agents that handle common support issues end to end: grounded in your knowledge, connected to your systems, and escalating to a human with full context for the cases that need one.

Start a project
OverviewVoice AI · Customer Support Agents

Most support calls are the same handful of questions

Support lines are dominated by a small set of repetitive issues: status checks, password resets, returns, billing questions. None of these need a human, yet they consume most of the team's capacity and create the hold times that frustrate everyone. A support voice agent absorbs that volume: resolving the common issues instantly and end to end, so your agents handle only the complex, high-value conversations that genuinely need them.

Villaex builds support agents grounded in your help content so answers are accurate, and integrated with your systems so they take real action: issuing the refund, resetting the account, updating the order. When a case is beyond the agent's scope, it escalates to a human with a full transcript and summary, so the customer never repeats themselves. The result is shorter waits, faster resolution, and a support team focused where it matters.

PipelineVoice AI

From input to outcome

What happens between a phone ringing and a resolved outcome: every step measured in milliseconds, every step observable.

Inbound call

Calls are answered instantly over SIP or WebRTC, at any hour, in any volume.

In
Caller
Out
Live audio

Speech & reasoning

Streaming transcription and a language model that reads intent in real time.

In
Live audio
Out
Intent + context

Tool execution

The agent books, updates and resolves inside your systems mid-call.

In
Intent + context
Out
Committed actions

Resolution

Closed on the call, or escalated to a human with the full context attached.

In
Committed actions
Out
Outcome + transcript

Feedback edge

Transcripts and outcomes retune prompts, routing and escalation rules.

Selected Work

Proof, in production

Real systems, shipped and running: the interface, the data model, and the workflows they replaced.

Customer Support Agents · Online Retail

Support chats resolved by AI and escalated with context

An online outdoor apparel retailer was drowning in order status, returns and billing chats that queued for hours. We built an AI support assistant grounded in their Orders and Payments APIs that answers with live tracking, starts returns and emails labels on its own, and hands billing disputes to a human with the full transcript, order and payment history attached, so nobody repeats themselves.

  • Grounded answers cited to the Orders API, never guessed
  • Real actions taken: returns started, labels emailed, refunds queued
  • Escalations arrive with transcript, order and payments already attached
app.lanternhq.com/inbox/cv_88213

Inbox

12 open
Search⌘K
AllMineUnassigned
PNPriya Natarajan14:02

One more thing, I was charged twice for this order.

Needs human
MOMarcus Oyelaran13:51

Perfect, that is exactly what I needed. Thanks!

Resolved by AI
HKHana Kowalczyk13:40

Still waiting on the replacement discount code.

Waiting
TLTheo Lindgren12:58

Do you ship the Ridge Parka to Ireland?

Resolved by AI
ARAisha Rahman12:31

The jacket arrived with a broken zip, photos attached.

Needs human
JFJonas Feldman11:47

Where is order #48190? Nothing since Tuesday.

Resolved by AI
PN

Priya Natarajan

web chat · #48213

Needs human
PN

Hi, where is my order #48213? It was due yesterday.

14:02

Assistant

Shipped with DPD on 28 Aug, tracking DP7441288301. Out for delivery today, ETA 14:00 to 18:00.

source: Orders API · order 48213

PN

Great. I also want to return the Trail Shorts, wrong size.

Return started · label emailed

RMA-20977 · £42.00 to Visa 4421

PN

One more thing, I was charged twice for this order.

MREscalated to Maya R. with full context

Billing dispute · transcript and order attached

MRMaya is typing
Reply to Priya
PN

Priya Natarajan

priya.n@outlook.com

Orders14
Lifetime spend£1,286.40
Customer sinceMar 2023
SentimentFrustrated
VIPReturns 2
Order #48213arrives today
Trail Shorts · M£42.00
Ridge Tee · L£28.00
Merino Socks 2pk£16.00
Total£86.00
Visa 44212 charges
Suggested reply

Hi Priya, I can see two £86.00 charges on 28 Aug. One is a pending hold that clears within 3 working days. I have flagged it with payments.

Insert replyEdit

AIDrafted from order and transcript

AI Quality Assurance · Contact Centres

An AI scorecard for every conversation, with the reasons behind the grade

Voxalytics grades each call on a 100 point rubric and explains the grade in plain language: what the agent did well, where the call lost momentum, and what the buyer signals say about intent and churn risk. Supervisors send the scorecard to the agent or flag it for review from the same screen.

  • Plain-language summary of why the call scored the way it did
  • Score breakdown per stage with the exact points lost
  • Buyer intent, churn risk and lead grade next to the QA score
app.voxalytics.com/calls/qa-review
Voxalytics AI scorecard for a lost-opportunity call

What we build and deliver

Support automation that actually helps.

Issue Resolution

Handles common support issues end to end, around the clock.

Grounded Answers

Accurate responses from your help content and knowledge base.

System Actions

Refunds, resets, and updates performed via your systems.

Smart Escalation

Seamless handoff to agents with full context for complex cases.

Multilingual

Support in a dozen-plus languages, matching the caller.

Call QA

Every call transcribed and scored, so you can monitor quality.

Volume Trends

Analysis across calls that surfaces the trends behind your volume.

Use cases

Where it creates value

Support agents across high-volume lines.

E-commerce

Order support

Status checks and returns resolved on the spot. Routine questions too, with no queue in front of them.

SaaS

Account & billing

Resets, billing questions, and how-to answered instantly.

Telecom & Utilities

Service & account support

Common service and account issues handled at scale. Routine requests are covered around the clock.

Finance

Account servicing

Balances, payments, and verification, handled on the line. Every interaction is logged. The whole exchange stays inside your compliance rules.

Travel

Booking support

Changes, status, and FAQs resolved in the caller's language.

Business outcomes

The return on the work

What support automation returns.

65%
Auto-resolutionCommon issues resolved without an agent.
0
Hold timeAnswered immediately, every time.
↑
CSATFaster resolution that lifts satisfaction.
↓
Cost per contactCapacity that scales without proportional headcount.
FAQ

Questions we get before we start

Still unresolved? A 30-minute conversation with an engineer usually settles it faster than another page of copy.

The common, repetitive ones that dominate support volume: status checks, resets, returns, billing questions, and routine how-to, all handled end to end. Complex or sensitive cases escalate to a human with full context.

It's grounded in your help content and knowledge base, so answers come from your real documentation. That keeps them accurate and current instead of improvised or out of date.

Yes. Integrated with your systems, it performs real actions (refunds, resets, order updates) within the permissions you set, rather than just talking about them.

It escalates to a human agent with a transcript and summary, so the customer never has to repeat themselves and the agent picks up with full context.

Yes. A dozen-plus languages, matching the caller automatically, so support is consistent across your audience.

Yes. We integrate with your helpdesk and systems so the agent works within your existing support stack and workflows.

Every call is transcribed, scored, and analyzed, so you monitor quality, spot trends, and continuously improve the agent's performance.

Adjacent capabilities

See also

Inbound Voice Agents

Inbound AI voice agents that answer every call instantly: triage, answer questions, book, and resolve, around the clock, with graceful escalation to your team.

Conversational AI

Conversational AI and chatbots that actually resolve: grounded in your knowledge, integrated with your systems, and engineered to deflect tickets and convert visitors.

Multilingual Voice Assistants

Multilingual AI voice assistants that converse naturally across a dozen-plus languages, detecting and matching each caller, so language is never a barrier to service.

Now taking new projects

Resolve more, queue less.

Tell us what's flooding your support line. We'll put an agent on it that resolves what it can and escalates the rest cleanly.

Start a conversationAll services