Customerly

Customerly is an AI-powered agent designed to handle customer support tickets from start to finish, aiming to resolve issues rather than just respond. The platform is intended for businesses seeking to automate and improve their customer support processes across industries such as SaaS, fintech, edtech, and travel and hospitality. Customerly's AI agent accesses data from various sources, including knowledge bases, billing systems, and customer records, to fully resolve support requests without escalation when possible.

Distinctive features include the ability to process refunds or recover churned customers autonomously, offer alternatives or incentives to dissatisfied clients, and close bookings, including gift cards, without human intervention. When the AI agent reaches the limits of its capabilities, it is designed to escalate the issue to a human expert, ensuring that complex or exceptional cases receive appropriate attention. Human agents can also step in at any time if needed.

Customerly supports integration across multiple communication channels such as live chat, email, WhatsApp, Facebook Messenger, and mobile apps, managing interactions in a coordinated way. The system connects directly to billing, product, and customer systems, enabling it to take concrete actions rather than simply providing information. It employs intent-based resolution, workflow automation from request to confirmation, and built-in decision-making to determine the best course of action for each case.

The platform offers a structured rollout process, connecting to a company's helpdesk and core systems, and working with users to define processes for various request categories. This allows organizations to start automating high-impact requests and expand automation as the AI agent proves reliable. Customerly provides messaging, live chat, NPS, and help center features within a unified interface, and supports teams throughout implementation and ongoing use.