customer service automation
Customer service automation software
that proves what was resolved.
Automate answers, routing, follow-ups, SLA handling, and repetitive support work without hiding failures behind a deflection metric. HelpYap ties every AI answer to sources and every handoff to a reason your team can improve.
Plans start at $19 per seat per month. AI conversations are included instead of billed per resolution.
Searching your docs · 2 sources found
grounded automation
Automate the answer only when the source supports it
The AI searches your approved documentation before answering and attaches the source. Weak or missing coverage lowers confidence and creates a handoff instead of an invented policy.
- Semantic knowledge search
- Source citations
- Grounded, partial, or no coverage
Searching your docs · 2 sources found
operational automation
Route the exception and enforce the clock
Channel rules, team inboxes, round-robin assignment, SLAs, operating hours, and workflow rules keep the human queue moving after the AI has done the first pass.
- First-response and resolution SLAs
- Up to 20 workflow rules
- Auto-close, follow-up, and smart auto-resolve
SLA policy
Workflow: if SLA due soon → tag "urgent" + set needs_followup
learning loop
Every escalation becomes an improvement signal
HelpYap classifies why conversations escalate and reports source coverage, intent, and outcome. Repeated failures become documentation recommendations and regression cases rather than a permanent support tax.
- Escalation reasons
- Knowledge recommendations
- Transcript-based evals
Why conversations escalate
Every bar is a doc you could write
What is customer service automation software?
Customer service automation software completes repetitive support work without requiring an agent to touch every conversation. It can answer from documentation, collect context, route exceptions, enforce response targets, send follow-ups, and close work after a verified outcome.
The important distinction is between automation and avoidance. A system that merely prevents the customer from reaching a person may reduce ticket volume while leaving the problem unresolved. HelpYap measures grounded answers, escalations, outcomes, and reopened work so automation stays accountable.
Which customer support tasks should I automate first?
Start with high-frequency, low-risk questions whose answers already exist in authoritative documentation: plan limits, billing dates, setup steps, supported integrations, and common troubleshooting checks. Those workflows are easy to verify and cheap to reverse when the source changes.
Keep refunds, account deletion, permission changes, and other consequential actions behind explicit validation and approval until the action contract and rollback path are proven.
- Documentation-backed answers
- Contact collection
- Read-only diagnostics
- Routing and assignment
- Follow-up reminders
How does HelpYap automate support conversations?
The AI agent searches your knowledge base, streams a cited answer, and can use structured tools to collect contact information, create a support ticket, or resolve the conversation. If the issue exceeds its knowledge or permissions, it hands the transcript to your team.
The same conversation can continue in the shared inbox or a Slack thread. Status, assignment, SLA timers, action results, and citations remain attached to one record across every surface.
How do automated workflows stay safe?
Every support action has a name, purpose, allowed roles, required inputs, validation, side effects, approval behavior, and an execution log. Projects can feature-flag actions and expose only the ones appropriate for the current user and account.
Read-only diagnostics are the safest first step. Riskier write actions can pause in the approvals queue, notify Slack, and execute only after a human accepts the request.
How do I measure customer service automation?
Measure verified resolution rate, reopen rate, source coverage, escalation reasons, first response time, and customer rating together. A high containment rate with poor ratings or frequent reopens is not success.
HelpYap separates AI-only resolution from overall resolution and shows which intents and missing sources drive handoff. That gives support and documentation teams a prioritized improvement backlog.
How much does customer service automation cost?
HelpYap starts at $19 per seat per month with 300 AI conversations per seat. Pro is $49 with 1,000 per seat, and Business is $89 with 2,500 per seat. AI conversations inside the plan pool are included rather than billed as a separate per-resolution fee.
Use the free ROI calculator to model labor, expected AI coverage, included volume, and a per-resolution alternative with your own assumptions before starting a trial.
faq
Common questions
What customer service tasks can HelpYap automate?
Knowledge-grounded answers, contact collection, ticket creation, conversation resolution, routing, assignment, SLA workflows, follow-ups, auto-close, and approved custom actions.
Does automation prevent customers from reaching a person?
No. The AI can escalate by judgment, and agents continue the same transcript from the shared inbox or Slack.
Can I approve risky automated actions?
Yes. Actions can return a pending-approval state and surface in the dashboard and Slack before execution.
How is automation quality measured?
HelpYap tracks AI-only resolution, overall outcome, source coverage, escalation reasons, intent, response times, and customer ratings.
Does HelpYap charge per automated resolution?
No. Each seat includes a monthly AI conversation pool, from 300 on Starter to 2,500 on Business.
Automate one queue first
Upload the sources behind your ten most repeated questions, run real transcripts through the agent, and expand only after the outcomes are visible.