AI Support Employee

The AI Support Employee is the first AI Employee: an AI worker that joins your support queues and answers customers alongside your agents.

How it fits into Support#

Channels. Website chat, email, WhatsApp, Instagram and Messenger — the channels your company has connected and chosen for it.
Routing. It is a member of the queues you choose. Routing gives it conversations while it is available, up to the number of conversations you allow at once.
Answers. It answers in the customer's language — Arabic or English, among the languages you chose for it — and only from the knowledge you granted it. Customers always see its name with · AI. See How it answers.
Help articles. Your published help articles that are within their review date are part of what it answers from. They are searched live, so an article is known the moment you publish it. On the website chat, an answer that came from them always carries the articles as cards, up to two. A question it found no approved answer for is handed to your team and listed under Unanswered questions.
Hand-over. Refunds and payment disputes, legal and privacy matters, security and account ownership, contract changes, discounts and special prices, threats, customers who ask for a person, attachments, VIP customers and your own keywords always go to your team — decided by fixed rules before any AI model runs, also when a help article covers the topic. It writes an internal summary for the agent who continues, so the customer does not have to repeat anything.
Reply windows. On WhatsApp, Instagram and Messenger it replies only inside the 24-hour customer window and never sends a template; outside the window a person follows up. See Reply windows.
Capacity. After its included resolved outcomes for the month, it uses your purchased packs or — if you chose Hand conversations to people — passes new conversations to your team.
Approvals. Depending on its autonomy, its replies wait for a person's approval or, with an owner's or admin's explicit authorisation, low-risk replies go out on their own.

How it answers#

When it can be hired

This is how the AI Support Employee will answer customers.

Languages. It understands Modern Standard Arabic, Iraqi dialect and English, also with typing mistakes, and answers in the customer's language.
Only your knowledge. It answers only from your published help articles and the knowledge you approved. On the website chat, an answer that came from a help article always shows that article as a card, up to two. Quick replies — short answers the customer can tap — are shown only under a message that carries no article card.
No answer, no guess. When your knowledge has no answer, it says so plainly — I don't have that information… — and hands the conversation to your team. The question then appears under Unanswered questions. This also happens when its search found something loosely related that does not answer the question.
A person at any time. A customer who asks for a person is handed over immediately.
Sensitive topics go to a person. Questions about refunds, payment disputes, legal matters, privacy, security and account ownership always go to your team, also when a help article covers the topic.
No waiting on a slow service. If the AI service is slow or unavailable, the customer is not left waiting. The conversation is handed to your team within about two and a half minutes, with the usual hand-over message.
Only this customer. It reads the conversation it is handling and that customer's earlier tickets. It never reads another customer's conversation.
Messages sent meanwhile. A message the customer sends while the AI is still writing is answered too.

For agents#

A conversation the AI is handling shows AI is replying. Choose Take over from AI at any time: the AI stops replying immediately. A support manager can give the conversation back with Return to AI. The AI's hand-over notes are internal notes, never sent to the customer.

Price#

$149 per month or $1,428 per year per AI Support Employee, including 500 resolved outcomes and 300 voice minutes every month. One free 7-day trial per company, which does not turn into a paid term by itself. See Prices and the free trial.

Status#

Feature	Status	Notes
AI Support Employee	Coming soon	Answers customers in HyoNova Support from your approved knowledge, around the clock, and hands anything sensitive to your team.
AI Employees	Coming soon	AI workers with a name, a role, a desk in your office, permissions and a budget, working with your team under your rules. Never a user and never a seat. Built and being verified. HyoNova opens hiring only after verifying it in production with a real AI provider.
AI Employees	Coming soon	Digital workers with a recurring price, starting with the AI Support Employee. Not purchasable yet.