🤖Introducing HelpCrunch AI Agents: multichannel and fully under your control

The day has come. After 10 months of development and 6 months of private beta-testing, we’re rolling out our AI Agents (😱) to all HelpCrunch customers. No longer “beta,” but a proven, production-ready AI.

🌟 Automate customer conversations with AI – 24/7

It’s hard to stay consistent, fast, and helpful across hundreds of chats. That’s exactly what our AI Agents are built for.

They are intelligent, customizable assistants powered by advanced large language models (LLMs) and our proprietary technology. This combo makes them incredibly accurate, context-aware, and scalable.

And starting today, you can enable AI Agents in your HelpCrunch account to automatically respond to customer queries in real time – all powered by your HelpCrunch Knowledge Base and custom answers.

What exactly can HelpCrunch AI Agents do?

1. Deflect up to 80% of queries without human intervention 🧠
2. Understand customer slang, synonyms, and tricky phrasing 🔍
3. Speak with customers in 50+ languages 💬
4. Reroute to humans or resolve conversations when appropriate 🙋
5. And soon: perform actions like checking orders and updating CRM data! 🔧

😎 What makes HelpCrunch AI Agents unique?

Not your typical chatbot. Not just ChatGPT.

✅ Multi-agent ready – create multiple agents for specific use cases, products, and tasks, each with tailored data.
✅ Truly multichannel – you can deploy AI Agents across live chat, iOS/Android, Facebook, Instagram, Telegram, Viber, and WhatsApp.
✅ Trained only on your content with minimal hallucinations – if there’s no answer in your data sets, they just reroute to humans.
✅ Handle complex, multi-part questions – break them into parts and answer each one.
✅ Interruptible and flexible – they handle follow-ups and topic changes easily.
✅ Automating routine tasks – add different AI Agents as steps into chatbot flows for flexible automation.

📈 How much can AI Agents automate?

HelpCrunch AI Agents scale with your business.

💡 How AI Agents learn

For now, they’re powered by two flexible data sources:

• Knowledge Base – train AI on specific categories and articles or the full Knowledge Base.
• Custom Answers – manually add your answers (e.g., based on your internal FAQs) to specific questions.

AI Agents break down all the information you feed them into small knowledge chunks to match context precisely. They support multiple languages and understand nuances, such as “terminate” meaning “cancel my account.”

PRO TIP: The better your data (Knowledge base + Custom answers) → the smarter your AI Agents become → the higher percentage of conversations resolved. Make it precise and well-structured.

Also, we’re working on and will soon make available additional data sources for you, such as:

• Web content
• Text snippets
• Uploaded files
• Inbox messages

✨ How to get started with AI Agents

Setting them up is pretty easy:

1. Add data sources – connect your HelpCrunch Knowledge Base and/or add Custom Answers
2. Create an AI Agent – assign the right data sources and set their priorities
3. Integrate the AI Agent into a bot flow – test internally or go live

That’s it – you’re ready to automate your customer communications! For more detailed instructions on getting started, see our guide to AI agents. 

📊 How you can track AI Agent’s performance

With the AI Agents Performance Report, you get a clear and detailed view of how your AI-powered service is doing. All within your selected timeframe (up to the last 90 days). It gives you full control over AI Agents and adds to your understanding of its ROI side.

At the top of the report, you’ll find a quick performance overview:

⚫️ AI conversations – total number of conversations where AI was involved
🟣 Deflected – conversations that AI handled without transferring to a human agent
🔵 Routed to team – conversations escalated to your support team

Next, you can dive deeper into conversation outcomes by clicking the Deflected tab to break it down further:

🟢 Resolved – the AI fully handled the request, and the customer confirmed
🔴 Abandoned – the AI handled the request, but the customer did not confirm and left the conversation

And there are also more traditional metrics to put AI-powered support into perspective:

🟡First response time – time taken to send the first reply to a customer query.
🟠Average handling time – average time AI interacted with a customer, regardless of whether the conversation was resolved, routed to a human, or abandoned.
⏱️Total time saved – team time saved by replacing repetitive tasks with AI Agents.

On the Unresolved Questions Dashboard, you can see which questions the AI Agent didn’t cope with. It’s an AI-based analytical tool that tags and sorts unresolved issues by itself to give you things to think about. You can either improve your existing data source on the topic or add a new one so that the AI knows how to answer next time.

PRO TIP: A large number of unresolved questions may indicate that your data sources need improvement. Better content = better answers.

🗣 AI Agents in action

During the test period, we opened a beta version of AI Agents to some of our customers. We spent half a year working with them in testing and production environments. One of the results: EdTech platform Mathema reached 45% of requests processed without a human in the first month of AI Agents’ operation.

“We’re handling 5x more support requests with the same team. That’s only possible thanks to deep automation.”

Maryna Zaitseva, Head of Support & Operations at Mathema

☝️ Prices & Limits

AI Agents are included in Pro and Unlimited plans with the following limits:

After you reach the limit, you can either upgrade your plan or purchase the necessary extension; all details on the process are outlined in a concise article.

🏁 Bottom line

HelpCrunch AI Agents is a ready-to-use multichannel solution with full control over automation. It provides you with sufficient capacity to scale and enhance, ultimately saving costs. 👉 Go try AI Agents and tell us how it feels.

Your feedback means the world to us. We’re constantly improving HelpCrunch AI Agents, and your insights play a big part in shaping what comes next. So don’t be shy – share your thoughts! 🤗