Custom AI agent · Customer Support
AI Live Chat Support Agent
Give every live conversation a clear next step.
Support customers in real time with grounded answers and clean human handoffs.
- Faster access to approved answers during live conversations
- More consistent support across shifts and channels
- Better human handoffs with the full conversation context
Starting at $300 USD/month
Starting price is $300 USD/month for a tailored solution. Your final proposal defines the scope, deliverables and payment terms. Additional integrations, usage, hosting and ongoing support are scoped and priced before work begins.
What is an AI live chat support agent?
An AI live chat support agent helps customers while a conversation is happening. It can greet visitors, identify the purpose of a request, search approved knowledge, ask focused clarifying questions, and prepare or provide the next permitted answer. When a case is uncertain, sensitive, or outside its rules, it routes the conversation to a human with the relevant context intact. Tranki configures the agent around your support hours, brand voice, escalation rules, and connected systems.
What it can handle
Real-time intent and context capture
Identify the customer’s immediate goal, collect the minimum useful details, and keep the conversation focused without repeating questions unnecessarily.
Grounded live answers
Use approved help content, policy snippets, and permitted account context to answer common questions while keeping unsupported claims out of the conversation.
Clarifying questions and next steps
Ask short, purposeful questions when the request is incomplete and guide the customer toward the next approved action.
Seamless human escalation
Transfer the conversation with a concise summary, gathered details, and relevant history when a specialist or account owner needs to take over.
Where it can help
Website support chat
Answer common product, billing, and setup questions for visitors and customers while giving the support team a structured path for complex cases.
Authenticated customer help
Use approved account context to reduce repeated questions without exposing information or taking actions beyond the customer’s permissions.
After-hours first response
Acknowledge requests outside staffed hours, provide safe guidance, collect the right details, and set an accurate expectation for human follow-up.
How it works
A step-by-step workflow your team can review before launch.
1. Define the live support policy
Tranki maps support hours, approved sources, identity checks, escalation triggers, queue ownership, and what the agent must never claim or change.
2. Start with intent
The agent welcomes the customer, identifies the request, and asks only the questions needed to choose a permitted support path.
3. Answer or route
It provides a grounded answer, links the next step, or transfers the conversation with context when the rules call for a person.
4. Review the conversation
Your team monitors unresolved chats, handoff quality, and unanswered questions to refine knowledge and routing without hiding uncertainty.
Built around your business
What we configure
- Support hours, queue routing, escalation triggers, identity checks, and language coverage
- Brand voice, greeting, response style, knowledge sources, and after-hours messaging
- Connections to approved help desk, CRM, account, scheduling, messaging, or knowledge systems
What we need from you
- Current support content, policies, hours, escalation contacts, and service-level expectations
- A definition of permitted account context and actions for authenticated or anonymous visitors
- Access to the chat platform and connected systems, plus test conversations for common and edge cases
Clear boundaries before launch
What it will not do
The agent only answers from approved sources and permitted context. It does not invent policy, expose private account information, bypass identity checks, make refunds or legal decisions, promise availability, or conceal that a human review is needed. Sensitive, ambiguous, abusive, security-related, or high-impact conversations should follow the defined human escalation path.
How success is measured
Track first-response time, containment with safe resolution, transfer rate, unresolved-chat rate, repeated-question rate, answer review quality, time to human takeover, and customer feedback on the chat experience.
Frequently asked questions
What does an AI live chat support agent do?
It helps during an active chat by identifying the request, answering from approved sources, asking focused questions, and escalating the conversation with context when a person is needed.
Can it answer questions about our products or policies?
Yes, when the source content is approved and current. The agent should not guess when a policy, product detail, or account condition is missing or unclear.
Can it transfer a conversation to a human?
Yes. Transfer rules can depend on topic, uncertainty, customer status, support hours, sentiment signals, security concerns, or other conditions your team approves.
Can it see a customer’s account information?
Only the fields and actions explicitly permitted for the configured channel and identity state. Sensitive fields and restricted actions remain outside the agent’s scope unless separately reviewed.
What happens after hours?
The agent can acknowledge the request, provide safe approved guidance, collect useful details, and communicate the next human follow-up expectation without promising an exact response time unless configured.
Will it replace our live support team?
No. It handles defined, repeatable conversations and prepares context so your team can focus on complex, sensitive, and relationship-critical cases.
What is included in the $300/month starting price?
The $300 USD/month starting price covers a scoped, tailored solution. The final proposal defines the chat journeys, integrations, usage, support, deliverables, and payment terms.
