Use case
AI teammates for customer support
Let AI teammates answer questions, look up context, handle routine requests, and escalate to people when a customer needs human judgment.
Answer customers with the right context
Support AI teammates can use approved knowledge, shared files, conversation history, and connected systems to understand what a customer is asking and respond with useful context.
They can help with product questions, order updates, troubleshooting, account questions, and other repeatable support work.
Support across chat, voice, and API
Alloy supports public webchat, realtime voice, and API-based conversations. That means support can start from a website widget, a voice interaction, or another product surface connected to Alloy.
Customers get help where they already are, while the team keeps the work connected in one workspace.
Escalate when people need to step in
AI teammates do not need to handle every situation alone. When a conversation needs human judgment, they can escalate the conversation so a person can take over.
This keeps routine work moving while preserving a clear path to human support.
Take approved actions
With the right tools enabled, support AI teammates can do more than answer. They can check URLs, search files, update contacts, send messages, schedule follow-ups, run approved skills, or call another AI teammate for help.
Every useful support workflow can start small and become more capable over time.
Keep customer identity organized
Alloy connects conversations to stable contact records and channel identities. That helps teams understand who the customer is, where the conversation came from, and how the relationship continues across channels.
Frequently asked questions
Can Alloy replace my support team?+
Alloy is designed to reduce routine support work and help people focus on higher-value cases. Humans can still step in when judgment, empathy, or exception handling matters.
Can customers use voice?+
Yes. Alloy supports realtime voice for eligible AI teammates and public webchat sessions when voice is configured.
Can an AI teammate take action?+
Yes, when the right tools and permissions are enabled. AI teammates can use approved actions such as sending messages, updating contacts, running skills, and escalating conversations.