AI in Customer Support
Your team answers the hard tickets. AI does the rest.
Most of the queue is the same twenty questions wearing different hats, and your best agents burn out answering them. We put AI behind the support desk: it deflects the repeat tickets, drafts the replies your agents send, scores every conversation for quality, and tells you what broke before the week ends. Built for support teams in Lebanon, the UAE and Saudi Arabia who work in Arabic and English all day.
Built on the same support AI we ship in production, from the in-app assistant for Saudi Arabia’s largest grocery retailer to the customer bot at a Lebanese ISP with ~2,000 customers.
Hephon automation runningThe queue shrinks
It handles the repeat tickets so the team doesn’t.
Order status, returns, hours, password resets, the questions your agents answer fifty times a day get resolved in seconds, in the customer’s language and your policy. Everything that needs a person still gets one, with context attached.
Open
45
Resolved today
112
Avg reply
1m 20s
CSAT
4.9
Hephon- Queue
- Deflected
- Tickets
- SLA
- Insights
- Knowledge
Live queue
Rana H.
وين صار طلبي؟
Omar A.
Return a size M overshirt
Layla K.
Reset my account password
Youssef S.
Where is my refund?
Maya A.
Do you ship to Jeddah?
Rana H.
Riyadh · WhatsApp
Support knowledge base6 sources · syncedConnected sources
- Help centre & FAQs
- Returns & refund policy
- Order & delivery system
- Past tickets & chats
- Shipping & VAT rules
Grounded draft reply
Your refund on order #8842 is approved under our 14-day policy. It lands back on your card in 3 to 5 business days. Sorry again for the delay.
Draft, don’t type
Every reply comes pre-written for your agent.
When a ticket needs a human, the copilot reads the thread, pulls the customer’s order and history, and drops a ready-to-send draft in the right tone. Your agent edits and sends instead of starting from a blank box.
Ticket triage running liveNew ticket lands from WhatsApp
Classified by intent, urgency & language
Angry customer flagged, priority raised
Routed to the right shift with full context2 waiting
2,140 tickets routed this month · 0 sorted by hand
Nothing sits
It sorts, tags and routes before anyone opens the queue.
Incoming tickets get classified by intent, urgency and language, then routed to the right agent or team with a suggested priority. Angry customers and SLA risks jump the line automatically.
Support weekly reportAuto-sent · Mon 8amDeflected
58%
+7pts
CSAT
4.9
+0.2
SLA met
96%
-1.4%
Tickets deflected, last 7 weeks
Returns drove 1 in 3 tickets. Fix the size guide.
Quality you can see
It scores every conversation, not a sample of five.
Every ticket gets a quality score for tone, accuracy and resolution, with SLA breaches and coaching moments surfaced weekly. You stop guessing which agents need help and which questions the product keeps creating.
Everything it does.
Deflects
Assists
Measures
Trust & security
Built to be trusted with your business.
No black boxes and no surprises with your data. The same standards we run for regulated clients across telecom, healthcare and retail.
Your keys, your models
It runs on your own model-provider accounts (BYOK). You own the keys and can revoke them anytime.
Encrypted end to end
Credentials and data are encrypted with AES-GCM, in transit and at rest.
Hosted where you need
Data residency in Lebanon, the Gulf, or the EU, based on your rules.
Never trained on your data
Your data stays yours. We don’t use it to train models.
A human stays in control
Clear approval and escalation rules, with full context handed over.
Proven in production
Already running for Saudi Arabia’s largest grocery retailer and a Lebanese ISP with ~2,000 customers.
Common questions
Does this replace our support agents?
No. It clears the repetitive tickets and drafts the rest, so your agents spend their time on the conversations that actually need a person. Every hard case still lands with a human, and the AI hands it over with full context.
Which help desk does it work with?
It plugs into the tools you already run, common ones like Zendesk, Freshdesk, Intercom and Gorgias out of the box, plus WhatsApp, web chat and your app. Anything with an API can be wired in.
Can it handle Arabic tickets?
Yes. It reads, drafts and reports in Arabic and English, including Gulf and Lebanese phrasing, and switches between them mid-conversation the way your customers actually write.
How is our customer data kept secure?
It runs on your own model-provider keys (BYOK), data is encrypted with AES-GCM in transit and at rest, and it can be hosted in Lebanon, the Gulf or the EU. We never train models on your data.
How long before it’s live in our queue?
Usually a first working version in your help desk within two to three weeks of a scoped kickoff, once we have access. We start with deflection on your top ticket types, then expand.
Still answering the same tickets by hand?
Already know what you need?Let’s talk.
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