E-commerce
AI handles 'where's my order' and refunds.
Example workflow
Customer asks → AI looks up order via MCP → answers or refunds → CSAT survey.
Use Case · AI Customer Support
Support that scales without scaling headcount.
Sonaira's AI agents resolve common support cases on voice, chat, and SMS - and hand off cleanly to humans when needed.
Support · live triage
72%
AI deflect
28%
Human escalate
T-9183Reset passwordAI
T-9184Refund #84219AI
T-9185Outage in regionEsc
T-9186Pricing questionAI
CSAT (7d)4.7 / 5
By the numbers
62%
AI deflection
Tier-1
4.7 / 5
CSAT
AI + human
↓ 58%
Cost per contact
vs human-only
24/7
Coverage
Every channel
The idea
Most tier-1 questions don't need a human.
AI handles tier-1
Order status, billing, password, scheduling - resolved instantly.
Graceful escalation
Complex cases land with humans plus full summary and intent.
Humans get assist
Agents get live summaries, knowledge, and reply suggestions.
How it works
From inbound ticket to resolved customer.
- Step 01Greet
AI answers on voice, chat, or SMS - your brand voice.
- Step 02Resolve
AI looks up orders, accounts, and policies via MCP.
- Step 03Escalate
Hand off to a human with summary + intent if needed.
- Step 04Measure
Track deflection, CSAT, and escalation rates per category.
Impact
Lower cost. Higher CSAT.
AI deflection
62%
Tier-1
CSAT
4.7 / 5
AI + human
Cost per contact
↓ 58%
vs human-only
Coverage
24/7
Every channel
Capabilities
Built for modern support.
Multi-channel AI
Voice, chat, SMS - same agent, every channel.
Live data lookups
Order status, account, billing - in real time.
Smart handoff
AI summary + intent passed to human agent.
Knowledge-grounded
Answers grounded in your docs and policies.
Agent assist
Live summaries and knowledge for humans.
PII safe
Redaction, retention, and compliance built in.
Old vs. new
Why teams switch to AI Customer Support.
Legacy stack
With Sonaira
- Siloed tools wired with brittle ZapsOne platform - voice, messaging, AI, workflow
- Months of carrier and vendor procurementProvisioned in minutes on Tier-1 infrastructure
- AI bolted on after the factAI-native from the carrier layer up
- Reports lag the business by weeksReal-time analytics on every conversation
In practice
Support in production.
SaaS support
Tier-1 issues resolved without a human.
Example workflow
Chat opens → AI grounded in docs answers → escalates with summary if needed.
Field services
Schedule, reschedule, and confirm visits.
Example workflow
Customer texts → AI checks schedule → reschedules → notifies tech → CRM updated.
"AI Customer Support replaced three vendors for us - and we ship customer experiences in days instead of quarters."
3.2×
Faster to deploy
Plays nice with your stack
SalesforceHubSpotZendeskIntercomSlackMicrosoft TeamsGoogle WorkspaceTwilioStripeNotionZapierMCP
Related products
Built into these Sonaira products.
FAQ
Questions, answered.
- Sonaira's AI agents resolve common support cases on voice, chat, and SMS - and hand off cleanly to humans when needed.
Support that scales - without headcount creep.
Deflect tier-1, lift CSAT, and give your humans superpowers. All on one platform.