Don’t answer the question. Resolve the customer request.
ajan.io customer-service agents use your approved company knowledge, understand customer context, pull needed data from systems, and take permitted actions. Manage resolution from simple questions to multi-step requests in one place.
No credit card required.
Open tickets3
Coffee machine arrived broken
Sample scenarioT-20931 · Type: Complaint · damaged delivery
The water tank of the coffee machine I received yesterday is cracked. I noticed as soon as I opened the box. What should I do?
Agent's reply draft
Hi Selin, we're sorry about this. For damaged deliveries return shipping is on us, so we're sending you a free return code. Once the item reaches our warehouse we'll refund you, or send a new one if you prefer.
Based on:Return and Exchange Policy §4.2Damaged Item Procedure
Customer record
- Order
- #58021 · delivered yesterday
- Amount
- 4,890 TRY
- History
- 2 orders · no complaints
Proposed action
- Requests
- CRM
- Returns
- Complaints
- Approval
- FAQ
- Handoff
The right answer is the start. Resolution is the goal.
A classic chatbot produces a reply. ajan.io runs the resolution process.
A classic chatbot gives the customer an answer. When needed, ajan.io finds knowledge, checks customer data, understands the request, takes action, asks for approval, and reports the result.
Finds knowledge
Retrieves the right information from approved company sources.
Checks data
Pulls customer context from CRM and operations systems.
Takes action
Performs permitted actions in connected systems.
Requests approval
Moves critical decisions to an authorized user.
Resolve a customer complaint end to end
From answer-bot to an AI coworker that produces resolution.
Sample scenario
- 09:41
Request arrives
Via web, WhatsApp, Slack-like channels, or your app.
- 09:41
Request is classified
Topic, severity, and customer context are determined.
- 09:42
Related company knowledge is found
Policies, procedures, and product documents are checked.
- 09:42
Customer record is queried
Needed information is pulled from CRM or operations systems.
- 09:43
Resolution is determined
A solution is prepared from company policy and current status.
- 09:43
Approval is requested if needed
Returns, exceptions, or financial decisions go to an authorized user.
- 09:58
Action is performed
- 09:58
Customer is informed
- 09:59
Resolution is recorded
Response sources are visible.
Support teams don’t have to trust only what the model says. Answers grounded in company knowledge can show their sources; when no trustworthy source is found, the agent can behave accordingly.
When no trustworthy source is found, the agent can be set to say so and route the question to the team instead of guessing.
Who pays return shipping for a damaged item?
For items delivered damaged, return shipping is on us. The customer gets a free return code; the refund starts once the item reaches the warehouse.
Example scenarios
FAQ and product support
Answers from approved sources and shows the citation.
Order issues
Checks order data and starts the resolution process.
Return / cancel
Runs the right steps based on policy and customer status.
Complaint management
Classifies, prioritizes, and tracks the request.
Customer summary
Gives agents fast context from CRM and past interactions.
Human handoff
Routes the user to the right team or approval step when needed.
Reply draft
Prepares communication that fits the customer context.
Quality improvement
Moves unanswered and low-confidence questions into the improvement pool.
Who on the support team gains what?
The agent takes the first contact with customers but doesn't replace the team; it takes the repeated part of every role.
Support representative
Record lookups, policy checks, and reply drafts.
Team lead
The day's critical tickets, pending approvals, and recurring issues.
Quality team
Questions with no source found and answers that need correcting.
Customer experience manager
Summaries of ticket types, resolution times, and areas to improve.
Everything it takes to resolve a ticket
The right answer comes from reading several systems together. The agent gathers them the moment a ticket opens.
Connections are set up through ready integrations, MCP servers, or your own API. If your support platform has no ready connection, it can be defined as a custom integration.
- CRMCustomer history, segment, past tickets
- Support platformTicket record, status, assignment
- Orders and paymentsOrder, charge, and refund records
- Knowledge baseFAQs, policies, product guides
- EmailIncoming tickets and outgoing replies
- Messaging channelsWeb chat, WhatsApp, Telegram
The agent resolves; money and exceptions stay with the team
You decide which tickets are resolved directly and which go to approval. A common starting setup for support teams:
The agent resolves directly
- Answers policy questions with the source
- Checks and reports order and shipping status
- Performs rule-based actions like pausing a subscription
- Classifies the ticket and assigns the right team
Goes to approval
- Refunds and compensation
- Exception requests outside policy
- Repeated or sensitive complaints
- Correspondence with legal content
Example prompts
- Why has this customer contacted us about the same issue a second time?
- How should we proceed under the return policy?
- Check the order and prepare a current-status reply for the customer.
- Summarize critical requests that couldn’t be resolved today.
Not one AI feature — a working system
Work in your industry runs on the same ajan.io architecture.
Your company knowledge
Policies, FAQs, product guides
Lets the agent know your company and your rules.
AI agents
Ticket classification and resolution agent
Evaluate information and decide what work to do next.
Integrations
CRM, support platform, orders and payments
Pull data from existing systems and take permitted actions.
Workflows
Nine-step process from ticket to resolution
Manage multiple steps, conditions, and waits in one process.
Human approval
Approval for refunds and exceptions
Keeps critical decisions with the right person.
Governance
Usage by channel and team
Keeps access, usage, and AI costs under control.
Knowledge + decision + action + process. One platform.
Not just AI chat — a layer that runs work
| AI chat only | ajan.io |
|---|---|
| Answers a question | Finds knowledge, evaluates, and advances the work |
| Works from user-provided context | Uses company knowledge and system context |
| Generates text | Can act in systems |
| Ends in one interaction | Can start multi-step workflows |
| The user tracks progress | Can keep process state |
| Fully manual or fully automatic | Can require human approval at critical points |
| Model-centric | Work-process-centric |
Let support produce resolutions, not just replies.
Hand repetitive questions, record checks, and routine prep to agents. Your team can focus on complex exceptions, approvals, and customer experience.
First agent: the reply draft
Open the agent to your team before your customers. As representatives send and correct its drafts, it becomes clear which tickets can be resolved directly.
1
Upload the knowledge base
Policies, FAQs, and product guides are a solid start.
2
Connect the support platform
Let the agent read the ticket and customer record and prepare a draft.
3
Turn on direct resolution
Open the agent to customers for ticket types where drafts prove consistent.
Questions support teams ask
What people ask most before putting a customer-facing agent to work.
All FAQs
The agent works only from the policies you connect and the actions you permit. If you put refunds behind approval, they don't run without it. The sources behind answers are visible.