Built for Real Customer Service
Every feature designed to help your AI agent resolve conversations accurately, safely, and at scale.
Multi-Channel Support
Meet your customers wherever they are. AICS connects to WhatsApp, SMS, email, webchat, Facebook Messenger, and Instagram DMs through a unified API. Every channel shares the same conversation context, so customers can switch seamlessly.
- ✓Single API for all channels
- ✓Consistent experience across platforms
- ✓Channel-specific message formatting
- ✓Real-time delivery and read receipts
Configurable Skills
Define what your AI agent can do using natural language skill definitions. Each skill has its own instructions, tool access, and escalation rules. No code required for common use cases.
- ✓Natural language skill definitions
- ✓Per-skill tool permissions
- ✓Conditional activation rules
- ✓Version control and rollback
Tool Calling & Integrations
Connect your agent to any backend system. Define tools with JSON Schema parameters and the agent will call them at the right time. Supports REST APIs, webhooks, and database queries.
- ✓JSON Schema tool definitions
- ✓Automatic parameter validation
- ✓Retry and timeout handling
- ✓Audit log for every tool call
Knowledge Base
Upload documents, FAQs, and help articles. AICS automatically indexes and retrieves relevant information during conversations. Supports PDF, HTML, Markdown, and plain text.
- ✓Automatic document chunking
- ✓Semantic search with embeddings
- ✓Source attribution in responses
- ✓Scheduled re-indexing
Conversation Memory
Your agent remembers every customer interaction across all channels. Past conversations, preferences, and context are automatically recalled to personalize every response.
- ✓Cross-channel memory
- ✓Customer profile enrichment
- ✓Configurable retention policies
- ✓GDPR-compliant data deletion
Human Handoff
When the AI reaches its limits, conversations are seamlessly transferred to human agents with full context. Supports round-robin assignment, skill-based routing, and queue management.
- ✓Automatic escalation triggers
- ✓Full conversation context transfer
- ✓Agent availability & routing
- ✓Post-handoff AI assist mode
Analytics & Insights
Track resolution rates, response times, customer satisfaction, and token usage in real time. Identify trending topics and optimize your agent's performance with actionable insights.
- ✓Real-time dashboard
- ✓Resolution rate tracking
- ✓Topic clustering
- ✓Export to CSV and API access