Capability: Product Support
Support that resolves.
A voice AI genie trained on your products answers customer questions, guides troubleshooting, and escalates with context — 24/7, without a support team on standby.
Your customers are stuck.
Your team is overwhelmed.
Most support queues are clogged with the same questions, asked over and over. A genie trained on your knowledge base clears the backlog — so your team handles the cases that actually need them.
Four things it takes off your plate
From simple FAQs to guided diagnostics, your support genie covers the full range of first-line enquiries.
FAQ resolution
Customers ask the same twenty questions every day. Your genie learns them from your docs and resolves them on the spot — no hold time, no email queue, no repeat explanations.
Guided troubleshooting
Equipment not working? The genie walks customers through your diagnostic steps, identifies the fault, and either resolves it or escalates with a complete picture of what was tried.
Smart escalation
When a caller needs a human, the genie collects their details, summarises the issue, and sends a full transcript to your team instantly — so nobody starts from scratch.
Warranty & returns
Warranty queries, return windows, repair timelines — customers get instant answers from your policies without waiting for a callback or scrolling through a PDF.
Everything a support genie needs
Every capability that makes first-line support actually work — out of the box, no integration required.
Knowledge base
Upload your manuals, FAQs, product specs, and policies. The genie learns them and answers from them exactly.
Instant responses
Answers in under a second, 24/7. No queue, no hold music, no "we'll get back to you within 2 business days."
Analytics & insights
See what your customers are struggling with, which questions recur most, and where to improve your documentation.
Multi-channel
Deploy on your website, phone line, QR codes, and more. Customers reach you the way they prefer.
Real-time transcripts
Every conversation is captured and sent to your team. No note-taking, no he-said-she-said — a clear record of what was asked and what was resolved.
Human handoff
When escalation is needed, the genie transfers the caller with a full summary — so your team picks up mid-conversation, not from scratch.
Six playbooks, live in minutes
Pre-built conversation templates designed for product support. Activate one, customise it to your product, and you're done.
Interactive FAQ
Most popularHandles your most-asked questions from a living knowledge base. Customers get answers instantly, in plain language, without a search bar.
Proactive Problem Solver
TroubleshootingDetects the issue from a description, walks through your diagnostic steps, and guides the customer to a resolution — just like your best support rep would.
Smart Escalation
EscalationRecognises frustration, out-of-scope issues, and complex faults. Transfers to a human with a full transcript and captured contact details.
Equipment Troubleshooting
Hardware supportStep-by-step guided diagnostics for physical products, appliances, and industrial equipment. Built-in branching logic follows your service manual.
Status Page Communicator
Incident responseKeeps customers informed during outages or service disruptions with pre-approved messaging — so your team isn't fielding the same status calls all day.
Web Embed Assistant
Self-serviceSits on your support page or product docs and answers contextual questions right where customers are stuck — turning your documentation into a conversation.
Plus 18 more playbooks across sales, onboarding, insights, and marketing.
See all playbooks
From signup to live support
in three steps
Upload your support docs
Paste your FAQs, upload your product manuals, link your help centre, or drop in your warranty policies. The genie learns your content in minutes.
Customise your genie
Set the voice, personality, and escalation rules. Choose which playbooks to activate. Define what "resolved" looks like for your product and customers.
Go live everywhere
Embed it on your support page, attach it to your phone number, or add it as a QR code in your product packaging. Customers reach it however they prefer.
Built for product-heavy businesses
Industries where customers need product answers fast — and where a genie makes the biggest dent in support costs.
Appliances
Product setup, troubleshooting, repair bookings, and warranty support for white goods and consumer electronics.
Office Equipment
Copier fault codes, toner supply ordering, service call scheduling, and maintenance guidance.
Home Builders
Warranty claims, HVAC and appliance troubleshooting, smart home setup, and move-in support.
Manufacturing
Order status, technical documentation, parts inquiries, and customer-facing product support.
Always there. Always evolving.
Always on-brand.
Three things your support genie never compromises on — no matter the time, volume, or channel.
Always There
Be present day and night, wherever your customers are. A customer in a different timezone at 3 am gets the same quality of support as one who calls during office hours.
Always Evolving
Every conversation surfaces what customers are actually asking. Update your knowledge base and the genie improves instantly — your support gets smarter with every interaction.
Always On-Brand
Your genie speaks in your voice, not a generic script. Tone, terminology, escalation paths — all configured to your brand so every response feels like it came from your best support rep.
FAQ
Common Questions
01Can a genie actually resolve support tickets without a human?
Yes. For common, repeatable questions — product usage, troubleshooting steps, warranty info, return policies — a genie trained on your documentation resolves the enquiry instantly without escalation. Complex issues are flagged for a human handoff with a full transcript.
02What happens when the genie cannot resolve an issue?
The Smart Escalation playbook detects when a caller is frustrated or the issue is out-of-scope, then smoothly transfers to a human, sends the conversation transcript to your team instantly, and captures the caller's details so nothing falls through the cracks.
03Does the genie replace my support team?
No — it handles the repetitive, high-volume enquiries so your team can focus on complex cases that genuinely need human judgement. Think of it as first-line support that never sleeps.
04How does the genie learn my products?
Upload your manuals, FAQs, website content, or support documentation. The genie reads your knowledge base and answers from it accurately. When your docs change, update the knowledge base and the genie updates instantly.
05What languages are supported?
Help Genie supports 40+ languages out of the box, so your genie can handle support enquiries from customers wherever they are — no extra configuration required.
06How quickly can a product support genie go live?
From signup to live in under an hour. Upload your documentation, customise the genie's voice and escalation rules, then deploy on your preferred channels. No developers, no IT tickets.
Explore other capabilities
Support that scales. Without scaling your team.
Deploy a genie trained on your products and watch first-contact resolution climb while your support queue shrinks.
24/7, no roster needed
Your genie answers at 2 am on a Sunday the same way it answers at 9 am on Monday.
Resolves, not just deflects
Guided troubleshooting and deep knowledge base access means real resolution, not "have you tried turning it off and on again?"
Every escalation has context
When a human is needed, they get a full transcript and captured details — so they can fix the problem, not repeat the conversation.