Services · AI support agents
An AI customer service agent that knows when to hand over.
We build AI customer service agents that answer your customers on website chat, WhatsApp and email, using your own help content, order and account data, write every conversation to your helpdesk or CRM, and pass anything sensitive, angry or unusual to a person with the full context.
Routine questions answered at any hour, and a support team that spends its time on the customers who need a person.
Part of AI agents & automation
You’ll recognise this
- The same ten questions take up most of your support team’s day.
- Customers who write in the evening wait until morning for a simple answer.
- Answers differ depending on who replies and which document they found.
- Support conversations live in inboxes, so nobody sees what customers keep asking.
01 What it’s costing you
The expensive part is the part nobody invoices.
Slow support costs revenue twice: customers who wait for simple answers buy less and leave sooner, and every repeat question answered by hand is time your team can’t spend on renewals, upsells or the customers who are about to churn. For example, a customer asking about a delivery date at night either finds the answer or opens a competitor’s site.
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Lever 01
Retention
Customers get a useful answer in minutes, at any hour, instead of waiting until someone is back at a desk.Moves: Repeat purchase and renewal rate -
Lever 02
Support cost
Routine questions handled by the agent, so the team’s time goes to complaints, exceptions and valuable accounts.Moves: Conversations per support person -
Lever 03
Revenue from support
Buying questions recognised and passed to sales with context, instead of being answered and forgotten.Moves: Sales and upgrades started in support
02 Built for
Who brings us this work.
The people who usually start these engagements, what they are measured on, and the question they arrive with.
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Agencies & consultancies
Founders and operations leads at agencies and consultancies running many clients at once.
Measured on: Margin per client, utilisation and retention
- Every client lives in a different mix of tools, and account managers spend hours on status updates.
- Reporting is assembled by hand each month, so senior people do junior work.
- New business depends on referrals, because nobody has time to run outbound properly.
What changes: More billable hours per head and clients who can see the work without asking for it.
“We have tried tools before and the team went back to spreadsheets.”
We build around how your team already works, start with one workflow and release it early, so adoption is earned before anything else is built.
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Founder-led B2B service firms
Founders of B2B service businesses whose sales and delivery have outgrown the founder’s inbox.
Measured on: Pipeline, win rate and revenue per employee
- Leads arrive faster than anyone can answer them, and the best ones go cold over a weekend.
- The CRM is half-filled, so forecasting is a guess and follow-up depends on memory.
- Growth means hiring, because every process still needs a person in the middle of it.
What changes: A pipeline that answers, qualifies and follows up on its own, and a business that can grow without adding headcount at the same rate.
“We are not a tech company. Custom software sounds like a large, risky project.”
Engagements start with a short scoping sprint and a fixed scope for the first build. You see working software early and decide each next step on evidence.
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Ops, sales & growth leaders
Heads of operations, sales or marketing inside mid-size companies, with a mandate and no spare engineering team.
Measured on: Cost to serve, cycle time and cost per acquisition
- IT has a long queue, and your team’s workflow is not at the top of it.
- You are paying for overlapping SaaS that still does not match how your team works.
- Leadership wants AI in the business, with no clear view of where it is safe and useful.
What changes: The system your team needs, delivered alongside IT rather than queued behind it, with security and ownership handled properly.
“Will it pass our security review, and who supports it afterwards?”
We build in accounts you control, document everything, work to your security requirements and either run it with you or hand it to your team.
03 Before and after
The same week, run two ways.
Today
- Customers wait hours for simple answers
- The team answers the same questions all day
- Answers vary by who replies
- Support conversations lost in inboxes
With the system in place
- Routine questions answered in minutes
- People handle what needs a person
- One approved source for every answer
- Every conversation on the customer record
04 What we build
AI support agents, designed around your work.
An AI agent that answers customer questions on chat, WhatsApp and email from your own help content, logs every conversation and hands the hard ones to a person.
Answers from your own content
Help articles, policies, product details and past replies turned into the agent’s source of truth, with each answer traceable to where it came from.Chat, WhatsApp and email
One agent answering on the channels your customers already use, with the tone and language rules you set.Order and account lookups
Where your systems allow it, the agent checks an order, booking or account status instead of asking the customer to wait for a person.Human handoff
Complaints, refunds, sensitive topics and anything outside its rules passed to the right person, with the conversation and a summary attached.Tickets and CRM logging
Every conversation written to your helpdesk or CRM, tagged by topic, so support work is on the customer’s record.Review, limits and reporting
What it may say, promise and do set in writing, every answer reviewable, a switch that pauses it, and a weekly view of what customers asked.
- Website chat
- Support email
- Help content
AI support agent with handoff
Built for one business, owned by it
- Answered questions
- Tickets logged
- Escalations to a person
- Topic reporting
05 Working thesis
Support agents earn trust by stopping.
A support agent that answers everything is a liability. The value is in the questions it answers well, quickly and from the right source, and in recognising the conversation it should not handle alone.
We design the handoff before the answers: which topics always go to a person, what the agent may never promise, and how a customer reaches someone. Then we let it take on more as the reviewed conversations show it is ready.
06 How it runs
Working software early. Then the next step.
Phases, not promises: every engagement starts with a scoping sprint, and each step is decided on evidence.
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01
Weeks 1–2
Questions, sources and limits
Sort past conversations into topics, choose the ones the agent will answer, gather the source content and agree what always goes to a person.
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02
Weeks 3–6
Supervised answers on one channel
Live on the busiest channel with a person reviewing answers, tuned on real questions before it replies unattended.
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03
Ongoing
More topics, more channels
New topics and channels added as reviews show the answers are right, measured on resolved questions and customer handoffs.
Works with the tools you keep
- WhatsApp Business
- Gmail
- Outlook
- Website chat
- Zendesk
- Freshdesk
- Intercom
- HubSpot
- Zoho
- Google Drive
- Notion
- Slack
07 Built in-house
We build this for ourselves first.
Scribbify runs software products of its own. Each one is the same kind of work, tested on our own business before yours.
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LeadSpidey · AI SDR for inbound leads
Our AI SDR answers inbound conversations on WhatsApp and email and hands them to a person when it should: the same controls a support agent needs.
About LeadSpidey
08 Build, buy or configure
An honest comparison.
Sometimes software you can buy is the right answer, and we will say so. This is how we weigh it.
| What matters | Off-the-shelf SaaS | Low-code builder | Scribbify build |
|---|---|---|---|
| Fits how your team actually works | Partly: You adapt to its fields | Partly: Until the rules get complex | Yes: Designed around your workflow |
| You own the code and the data | No: Rented | Partly: Locked to the platform | Yes: Yours, documented |
| Joins every tool you already use | Partly: Where integrations exist | Partly: Simple connections | Yes: Any API or export |
| Cost stays flat as you hire | No: Priced per seat | No: Priced per seat | Yes: No per-seat licence |
| AI agents with approvals built in | Partly: Generic assistants | Partly: Add-ons | Yes: Built for your rules |
| Someone accountable for the outcome | No: A support ticket | No: Your own team | Yes: Measured with you |
09 Questions
Before you write.
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What is an AI customer service agent?
How is it different from a chatbot with set answers?
What stops it from giving wrong answers?
Which helpdesks and CRMs does it work with?
Can customers still reach a person?
Is our customers’ data used to train AI models?
Should we use a helpdesk’s built-in AI instead?
Start a project
Talk to us about AI support agents.
Tell us where the work or the revenue gets stuck: the workflow, the tools it runs on and what it costs you. We will tell you plainly whether building is worth it.
- A partner reads every enquiry
- A 45-minute working call
- A written scope you can decide on
Or write to us at [email protected]
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