Resolve routine requests
AI Agent answers from the knowledge you approve. It handles product questions, policies, order issues, and other repeat requests without making customers wait.
Text From the team behind LiveChat
Customer service automation software that turns service into revenue
Text answers routine questions, runs the next step, and hands over with the full story when a customer needs a person. Your team gets more capacity and a clear view of which conversations move the business.
14-day free trial No credit card required Easy setup
30,000+
teams turning customer service into revenue
20+ years
in customer service
Automate the queue. Keep the customer.
Most customer service automation stops when a ticket gets closed. That saves time, but it can miss the decision happening inside the conversation.
Text gives routine work to AI while keeping buying signals, complex cases, and human judgment in view. Resolve more requests, then act when a conversation could become a sale, a qualified lead, or a customer who stays.
Run the next step
Collect details, create or update a ticket, route a conversation, call another system, or trigger a follow-up while the customer is still engaged.
Bring in a person with context
When a request needs judgment, AI Agent transfers the history with it. Your teammate sees what the customer said, what AI tried, and what should happen next.
What can you automate with Text?
Start with the work your team repeats every day. Expand after you can see the result.
Answer questions from trusted content
Connect public pages, help-center content, files, or in-app articles. AI Agent uses those sources to answer customers in your voice. You choose the tone, response length, languages, and custom instructions.
Route every request as it arrives
Use the topic, keywords, customer details, page context, or channel to tag and route work. Urgent tickets can move first and product questions can reach the right team.
Turn customer intent into action
Skills can collect an order number, create a ticket, update customer data, transfer a chat, check another system through a webhook, or push a lead into your existing tools.
Cover customers after hours
AI Agent stays available when your team is offline. It answers from your knowledge, gathers contact details, and creates a ticket when follow-up is needed. Customers make progress without a night shift, while your team starts with context captured.
MonTueWedThuFriSatSun
AI Agent available
Help teammates answer with confidence
Reply suggestions surface answers from approved business content. A teammate can review, edit, and send the suggestion without searching across documentation.
Keep the next step on time
Automations can send acknowledgements, request feedback, escalate work, create a follow-up ticket after a poor rating, or notify another team through Slack.
How Text customer service automation works
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Detect the context
Text reads the conversation and the customer context available to it, such as the page they are viewing, recent messages, open tickets, or connected order data.
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Answer or act
AI Agent answers from your knowledge. When the customer needs an action, a Skill can collect details or run the workflow you defined.
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Hand over when judgment matters
You decide when AI should transfer. Teammates can monitor active AI conversations, take over, or receive the handoff with the history intact.
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Measure the outcome
Track AI resolutions, transfers, CSAT, ticket volume, and resolution times. With ecommerce tracking connected, attribute orders to AI- or human-handled conversations.
Keep AI, automation, and people in the same conversation
AI should handle repetition without turning a handoff into a restart. When a conversation needs judgment, Text transfers the history, customer context, and what AI already tried. Your teammate can continue without losing the customer or the opportunity.
Every conversation stays visible
Chat, email, Messenger, WhatsApp, SMS, and tickets land in one Inbox. When a teammate takes over, they can see the customer, the channel, and the conversation that led to the transfer.
Repeatable work runs in the background
AI Agent answers, gathers details, updates tickets, and runs Skills until your transfer rules say a person should step in. Teammates can monitor active conversations and take over at any moment.
See where automation helps
Reports show what AI resolved, what moved to a teammate, and what happened next. Track transfers, customer satisfaction, sales, leads, and revenue so automation is measured by business impact, not only activity.
AI that plays by your rules
Customer service teams do not need AI that improvises past the rules. They need AI they can shape, test, watch, and interrupt.
Explore Text’s Trust Center- Choose the knowledge sources AI Agent can use
- Set its tone, length, languages, and custom instructions
- Preview answers before activation
- Review active and resolved AI conversations
- Take over an active chat
- Define when a conversation transfers to a person or team
- Review Skill runs and workflow logs
- Keep customer data behind product roles and permissions
Start with one job worth automating
You do not need to redesign customer service in one rollout. Pick a repeated job with a clear result, put it live, and expand from proof.
Common product and policy questions
Give AI Agent your help center, product pages, and policy files.
Measure AI resolution rate, transfers, AI CSAT, and ticket volume.
Ticket triage
Tag requests, assign a team, set priority, or create follow-up work.
Measure time to assignment, first response, backlog, and resolution time.
After-hours coverage
Answer what AI knows, collect details, and leave a complete ticket for your team.
Measure missed chats, after-hours resolutions, and follow-up completion.
Agent assistance
Surface suggestions grounded in company knowledge while teammates reply.
Measure response time, handling time, suggestion usage, and quality.
Proactive ecommerce service
Use page or order context to help a shopper choose or get past a checkout question.
Measure engaged visitors, sales after chat, order value, and time to order.
Follow-up after a poor experience
Create a ticket from a low-rated chat, attach its transcript, and alert the owner.
Measure follow-up completion, repeat contact, and customer rating.
Beyond ticket deflection
Measure service in outcomes, not activity alone
Response time and resolution rate show whether the operation is healthy. Text can add the outcome behind that activity. For connected ecommerce setups, reports show orders placed during a chat or after it, including sales connected to AI-handled conversations.
Customer service can show the requests it resolved and the business it helped keep or create, changing the budget conversation from volume handled to value delivered.
How to choose customer service automation software
Can it finish work or only suggest a reply?
Check whether it can resolve a request, collect details, update a record, or trigger the next step.
Does it answer from your business knowledge?
Ask which sources the AI can use, how they update, and whether answers stay grounded in approved content.
Can a person take over without starting again?
Look for clear transfer rules, complete history, customer context, and a way to monitor active AI conversations.
Does it connect the channels customers use?
Check whether chat, email, messaging, and tickets reach one workspace and route correctly.
Can your team test and inspect it?
Preview tools, run logs, workflow history, permissions, and clear failure states make automation easier to trust.
Does reporting stop at deflection?
Efficiency matters. A stronger case also covers satisfaction, qualified leads, retained customers, and sales.
Start small. See the result. Expand.
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Pick one use case
Choose a high-volume question or manual handoff. Define the outcome before you build.
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Connect the minimum
Add the knowledge and channel required. Add a Skill only when the customer needs an action.
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Test real examples
Preview common questions, edge cases, unclear requests, and requests for a person.
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Watch the first results
Review AI conversations, transfers, customer ratings, Skill runs, and time returned to the team.
Your first automation can start with one conversation
Let routine work run itself. Keep your team on the conversations that move the business.
Customer service automation FAQ
Questions before you automate
Frequently Asked Questions
Customer service automation software uses rules, workflows, and AI to handle repeatable service work with limited manual effort. It can answer common questions, route requests, update tickets, collect customer details, trigger actions, or help a person reply. Strong automation also knows when to hand the conversation to a teammate.
AI reads the customer’s message and the context available to it. It uses approved knowledge to answer or decides that a Skill should run. If the request needs a person, it transfers the conversation according to the rules your team set.
Start with narrow use cases, ground answers in your own content, and set clear transfer rules. Let teammates monitor and take over active conversations. Review conversations customers rate poorly, then adjust the knowledge or automation.
Start with the cost and time of the workflow before automation. Then track AI resolutions, transferred requests, response time, handling time, ticket volume, and CSAT. Where revenue tracking is available, include qualified leads, retained customers, and sales attributed to conversations.
Yes. Text offers a 14-day free trial with no credit card required.
Common examples include answering FAQs, suggesting replies, tagging and routing tickets, sending acknowledgements, creating follow-up work, collecting contact or order details, escalating urgent cases, requesting feedback, and providing after-hours coverage. Start with a frequent task that has a clear outcome and a safe handoff path.
It replaces repeatable steps, not the need for judgment. AI can handle routine requests while people take the cases that need empathy, negotiation, exception handling, or a business decision. Your team decides where that line sits.
Yes. Text Skills can connect with supported apps, while webhooks can call an external API to read or update data in other systems. The exact setup depends on the system and the action you want to automate.
A team can begin with one AI Agent, a knowledge source, and a connected channel. The exact setup time depends on the content, integrations, and approval process. Text supports a use-case-led rollout, so the first automation does not require a full platform migration.