Soportio is a flexible AI customer support platform that resolves tickets end-to-end, from refunds to account updates, within your existing help desk, and hands complex cases to human experts.
The customer asks for a person, and the bot starts the loop again, which may potentially annoy the client.
The ticket reaches a support agent, but the history doesn’t, so a person explains everything twice, which hurts the customer experience.
The AI sends its responses and marks the ticket as done, but the problem was never addressed, so the customer has to make a repeat contact.
Soportio is an AI customer service platform with fallback. Every ticket is either resolved or lands with your team, ready to finish.
Using natural language processing, it can identify intent and pull the ticket and customer data.
It checks the request against your business rules, approval limits, and risk flags, e.g., suspicious activity.
If the rules allow it, the AI takes the action and closes the ticket. If not, it stops and hands the ticket over.
Your live agent opens the ticket and continues from where the AI stopped. No data loss or starting over, which supports first-contact resolution.
If a request isn’t covered by your approved automated workflows, the right person from your team takes over.
Refunds and account changes above the limit you set need a person’s approval.
If customer requests or data aren’t clear, the AI escalates to human intervention rather than risk an error.
A customer makes a direct request for a person once, and the full conversation goes to a human agent.
All customer messages and AI replies are in one thread. Your agent can read it in seconds. The customer never has to repeat a word, which has a direct impact on customer satisfaction.
The relevant customer data from your help desk, billing system, and CRM is attached to the ticket. Your agent sees the plan, the payments, and the history, without switching between tools.
Your agent sees what the AI has found, worked through, verified, and ruled out. Handling routine queries becomes much faster. The work picks up where the AI stopped, so resolution quality doesn’t drop.
The AI recommends a step based on your rules. Your human expert has full context and the knowledge to make a well-grounded decision. Your team’s human judgment has the final say in all important matters.
See exactly what lands on your agent’s desk.
Get in touch to discuss details →Soportio is AI customer service with a human handoff system that strictly follows your policies. You decide where the AI acts and where your team steps in.
These are routine, low-risk customer inquiries you’ve approved, like order status, how-to questions, tagging, and routing. The AI resolves them from start to finish, giving customers instant support. Your team never sees them in the queue.
Financial and sensitive actions, such as refunds above your limit, require human judgment. The AI checks the data and prepares the case. Your team completes the human review and approves. Nothing is paid out or changed without that approval, so you can keep customer trust high.
You can define the requests that AI never touches. Those tickets go straight to your team, with the full context attached. Your human agents get all the needed data. As your policies change, the list of rules changes with them.
Soportio is a convenient AI customer service platform with fallback because it works on top of the help desk your team already uses. You don’t have to migrate data or replace familiar features, so AI adoption is a low-risk step in your digital transformation. Moreover, escalated tickets reach your agents right where they already work.
Zendesk, Intercom, Freshdesk, Zoho Desk, or any help desk with an API plugs straight into Soportio, so your setup stays untouched.
Soportio checks payments and runs refunds directly through Stripe, Paddle, and Solidgate, so your billing cases are not only answered but fully resolved.
Your agents get in-depth information about customers from Salesforce, or from any custom or in-house system connected through a REST API.
Refunds up to your limit (for example, $100) run automatically. Anything above goes to your team with the charge already verified.
A customer says they were charged twice. The AI flags the duplicate charge and routes it to your billing team with the transaction details.
Access and identity requests carry risk. Send them to an agent, with the checks already logged.
You define the signals of negative customer sentiment. Those tickets go straight to a human agent with the full history, because these cases need a human touch.
High-volume B2C support teams that want AI customer service with human handoff on repetitive requests – refunds, billing, account changes, and more. Teams that want AI to take the routine volume and keep people on the complex issues, where service quality depends on judgment.
Teams without repeatable, rule-based requests to automate. Teams that want a self-serve tool to build and edit automation themselves – Soportio is managed, meaning we create, run, and improve it.
Not sure which side you’re on?
Book a consultation, and we’ll map it to your ticket volume.
You pay only for tickets Soportio resolves. The price per ticket drops as your volume grows, from $0.90 at up to 4,999 tickets a month to $0.40 at 50,000–99,999.
The real concerns from support, ops and engineering leads — answered straight.
Curious how much of your support Soportio can take over?
Book a 30-minute consultation. We’ll show you where Soportio fits and give you a cost estimate based on your numbers.