AI Agent
An AI agent that answers your customers, trained on your business
It answers from your own pages and documents rather than from general knowledge, works across webchat, email, and your messaging apps, and either replies on its own or drafts a reply for your team - you decide, per channel. KeyScale sets it up, builds its knowledge base, and switches it on when you are happy with how it answers.
What it knows
The agent's knowledge base is built from material you provide: documents you upload and pages read from your own website - a couple of dozen of them, chosen for what customers actually ask about, not a mirror of the whole site. It answers from that material, which is what stops it inventing a service or a price you do not offer. When it does not know something, it says so and passes the conversation to a person.
- Answers from your own pages and documents, so it says what you would say
- Autopilot or suggest mode, set per channel - a person can approve every reply
- Works always, only outside business hours, or only during them
- Hands a conversation to your team at any point without losing the thread
- Every answer is logged and can be rated, so you can see what it actually said
Autopilot, or drafts for your team
This is set per channel, so the agent can run unattended where the questions are predictable and stay behind a human where they are not.
| Mode | What happens | When to use it |
|---|---|---|
| Autopilot | The agent replies to the customer itself, without waiting for anyone. | Best for the questions you answer the same way every time - opening hours, what you do, where you are, whether you cover an area. |
| Suggest | The agent writes the reply and holds it for someone on your team to send or edit. | Best while you are still building confidence, and for anything where a wrong answer costs you a customer. |
| Off | The channel behaves as a normal shared inbox, with no AI involved. | Best for a channel you would rather keep entirely human, while the agent still runs on the others. |
Where it works
The agent is not only a website widget. It works on the channels your customers already use, and every conversation lands in the same workspace regardless of where it started.
- webchat
- Telegram
- Messenger
When it works
Business hours are set per day of the week, and the agent's schedule is set against them.
- Always. Every conversation, at any hour.
- Outside business hours. Your team answers during the day; the agent covers evenings, nights, and weekends.
- During business hours. The agent takes first contact while you are working, and messages queue for you outside.
Keeping it honest
Every answer the agent produces is recorded with the material it drew on, and your team can rate it. That is how a wrong answer gets traced back to the gap in the knowledge base that caused it, rather than argued about. Suggest mode keeps a person in front of every reply for as long as you want one there, and any conversation can be taken over mid-thread without the customer starting again.
Getting started
There is no signup form and no trial to configure yourself. Tell KeyScale what your business does and what you want answered, and the agent, its knowledge base, and the workspace behind it are set up for you.