An answer now, not “your call is important to us”
No hold queue, no voicemail dead end: Maia picks up instantly — at midnight, on a Sunday, at peak hour.
Support teams
Who answers your customers at 3 a.m.?
Maia does. She clears the queue, works through holidays and never tires of “where's my order” for the hundredth time. Routine she closes herself from the knowledge base; the hard stuff goes to a live person — with the full story of the conversation attached.
What changes on day one
Repeat questions are her job
“Where's my order”, “how do I return this”, “what are your hours” — she answers these herself, from your own guides and policies.
Knows when to call in a human
A tricky case or a flat “get me an operator” — she transfers the conversation to your staff and hands over the gist of what's been said.
Your operator joins in one click
A live person can grab any dialog — a call or a chat — and carry on from the exact same spot.
Phone, chat, email — one Maia
Calls, Telegram, MAX, email and your website chat are run by one agent with one knowledge base. Customers hear the same thing everywhere, and you see one shared history.
Nothing vanishes without a trace
For every ticket you can see what the agent closed herself and what went to people — and why — with the recording and the full text of the conversation.
The problem
The first line is where support gets squeezed: there are always more tickets than people.
- At peak hours the queue grows faster than the team can answer
- Nights, weekends and holidays pile up until Monday morning
- Most questions repeat day after day, yet each one costs an agent's time
- Handovers between shifts lose the thread — customers get asked to start over
How the agent is set up
- Maia greets every ticket — phone, Telegram, MAX, email and website chat
- Her answers come from your knowledge base: policies, guides, FAQs
- A routine question she closes end to end on her own
- A hard one she hands to an operator — along with the recording and the gist
- Every dialog is kept in full: you can replay it or reread it
When Maia calls in a human
Escalation isn't a glitch — it's part of the script. Here's what switches a conversation to a live person:
- The customer asks for an operator outright — Maia doesn't argue or stall, she transfers right away
- The knowledge base has no answer — she says so plainly and brings in someone who knows
- The conversation heats up: a complaint, a billing dispute, a frustrated customer — these go straight to a person by design
- The request needs authority the agent doesn't have: a refund beyond policy, custom terms
- And your staffer gets the whole picture, not a hot potato: the recording, the transcript, the gist of the issue and the customer's history across channels
The outcome
- Customers get answered the moment they reach out — day, night, holidays
- Repeat questions stop reaching your operators at all
- People handle only the cases that truly need a human — and walk in prepared
- Managers see the full picture: how many tickets, about what, what was closed automatically
FAQ
Frequently asked
Will Maia replace my support team?
More like relieve it. She absorbs the stream of repeat questions; your people keep the cases that need empathy and authority. Teams usually stay the same size — they just stop drowning.
Where do the answers come from?
From the materials you upload: policies, how-to guides, FAQ articles. Add to the base any time — Maia picks up new answers immediately.
What if the answer isn't in the base?
She says so honestly and passes the conversation to your staff, transcript included, so the customer never has to retell the story.
Can an operator step in mid-conversation?
Yes, at any moment. On a call or in a chat, one click takes over the dialog — the customer simply notices a human is now talking.
Which channels does this cover?
Phone, Telegram, MAX, email and the chat on your website. One agent, one knowledge base, one shared customer history.
What does it cost?
Per-minute billing, from ₽5 per minute of conversation. You pay for actual talk time, not for shifts and seats.
Next
Take the load off your first line
Send us a dozen real questions from your inbox — we'll set Maia up on them and let you hear how she answers each one.
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