Hi, my order #4821 arrived but the linen jacket is too small. What’s your return policy?
Let AI handle the routine tickets
Your AI agent answers the questions your team sees every day, on email and live chat, at any hour. When a ticket needs judgment, it goes to a person with the context attached.
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Powering support for growing teams
In short
Support automation means software answers the questions that don’t need a person. In ThriveDesk, Neo reads each email and chat, answers from your help docs and store data, takes simple actions like order lookups and sends everything else to the right teammate with a summary.
- of conversations Neo resolves on its own
- 65%
- coverage without night shifts
- 24/7
- languages Neo replies in
- 50+
The problem
Your team answers the same questions all day
Where’s my order, how do returns work, do you ship to my country. Questions like these fill much of a support queue, and each one pulls a person away from the tickets that need them. Hiring for volume gets expensive, and replies still slow down at night and on weekends.
Answers from your own sources
Neo learns from your help center, policies, product data and past replies, and answers in your tone.
Takes the next step
It looks up orders, checks shipping status and tags the conversation, so the customer gets an answer instead of a promise to look into it.
Hands off with context
When a ticket needs judgment, Neo assigns it to the right person with a summary of what the customer asked and what it already tried.
The agent
One agent.
One agent.
The whole customer journey.
Email, live chat, and social all land on the same agent. It remembers the customer across every one of them and follows the same rules everywhere.
01 — Resolution
Resolves tickets end-to-end.
It pulls the order, checks your refund policy, and takes the action — refund, replacement, new address. It reads the photos people attach, then tags the thread and closes it.
- Refunds
- Returns
- Orders
- Shipping
02 — Retention
Saves subscribers from churn.
When someone clicks cancel, it offers what you told it to offer: a discount, a pause, a skipped delivery. Every save and every reason writes back to your subscription tool.
- Cancels
- Pauses
- Frequency
- Billing
03 — Revenue
Converts before they bounce.
It knows your catalog and your reviews. When a shopper stalls at checkout with one last question, it answers in your voice and points them at the product that actually fits.
- Presale
- Sizing
- Matching
- Recovery
Setup
Live in about 20 minutes
Train Neo, test it on real questions, then turn it on across your channels. You don’t need a developer.
Voice config
Memory store
Order history Past threads Customer profile
Sources ingest
Sales agent agent
Qualify
Works out what they are shopping for
Recommend
Picks the fit from your catalog
Recover
Answers the question blocking the cart
Support agent agent
Understand
Reads the order and the intent
Decide
Checks policy, picks an action
Reply
Guardrails check
5 scenarios
Testing as Floyd Miles
Where is my order?
Reads the order, quotes the live tracking state
Cancel my subscription please.
Offers a pause before it processes the cancel
Do you ship to Portugal on Sundays?
No shipping rule covers this — needs an answer
My package arrived smashed.
Damage claim, waiting on the escalation rule
Can I swap the size before it ships?
Checking the fulfilment window before it edits
9 channels
One agent, live wherever customers reach you
Live chat widget
Email
WordPress
WooCommerce
Shopify
WhatsApp
Messenger
Slack
Embed / iframe
Automation rate
Optimize55% 18%
Resolved
Total volume
Involvement rate
73% 0.5%
Involved
Total
Resolution rate
76% 4.3%
Resolved
Involved
CX Score
Report63% 1%
5 4 3 2 1
Positive CX reasons
Answer quality Product feedback Low user effort User emotion Policy feedback Agent quality
Negative CX reasons
User effort Answer quality User emotion Policy feedback Product feedback Agent quality
Performance funnel
Before and after
What changes with ThriveDesk
| When | Without ThriveDesk | With ThriveDesk |
|---|---|---|
| Order status question at 2am | Waits until morning | Answered in seconds |
| The same question 40 times a day | Typed or pasted 40 times | Neo answers each one |
| Customer writes in German | Translated by hand or queued | Neo answers in German |
| Refund dispute | A bot that keeps looping | Goes to a person with the history attached |
Testimonials
“ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ”
“ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ”
“ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ”
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
“ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ”
Muslims Day
“ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ”
Good to know
When this isn’t the right fit
- Most of your tickets need investigation, like bug reports or custom quotes.
- Your help docs are thin or out of date. Neo is only as good as what it learns from.
- You get a handful of tickets a day and like answering each one yourself.
What can Neo automate?
Questions with a clear answer in your docs or store data: order status, shipping, returns, product details, account help and how-to questions. It can also tag, sort and route conversations.
Does Neo work on email as well as chat?
Yes. Neo answers in the shared inbox and in the chat widget, and both land in the same place for your team.
How long does setup take?
About 20 minutes. Connect your help center and store, set the rules for handoff and turn Neo on for the channels you want.
Which languages does Neo speak?
More than 50. It replies in the language the customer writes in.
What happens to tickets Neo can’t answer?
They go to your team, assigned by your rules, with a summary so nobody has to ask the customer to repeat themselves.
More use cases
See all use cases
