Automate Customer Support End-to-End — Without Losing Control
Relay understands every inbound message, resolves the routine ones automatically, executes real actions like return labels under your policies, and hands the rest to your team with the work already done.
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The short answer
Yes, AI can resolve support tickets end-to-end — if it is gated correctly. Relay classifies every inbound message with a confidence-scored AI verdict, auto-sends replies only above strict confidence bars (90–98% depending on the reply type) in categories you opt into, asks the customer a targeted question when a fact is missing, and always routes sensitive topics (chargebacks, legal, safety) to a human. Actions like return labels run automatically only after policy checks against live order data.
"AI support" usually means a chatbot that makes things worse
Most support automation is a deflection bot that frustrates customers until they type "agent," or an auto-responder that acknowledges without resolving. The real job is different: understand what the customer actually needs, resolve it completely when the answer is known, take the operational action (a label, a fix, a refund proposal) instead of describing it, and know precisely when to hand off to a human. That takes confidence gating and policy enforcement, not a wider chatbot.
How Relay gets it done
Understand every message before anyone reads it
AI triage gives every inbound message a structured verdict — intent, urgency, risk, spam, language — within about a minute, from every channel. Legal threats and frustrated customers surface immediately; junk never reaches the queue.
AI triageResolve routine tickets automatically
Opt-in AI Autopilot sends complete, grounded answers when it clears a strict confidence bar (up to 98% for the most sensitive lanes), asks a targeted question when information is missing, and never touches sensitive topics. Judgment-based categories only automate after proving themselves on measured outcomes.
AI AutopilotTake the action, not just write about it
Versioned playbooks teach the AI your actual procedures. It proposes refunds and order changes as one-click-approval actions, and can repair account issues directly within hard safety limits — verified before the customer is told.
AI playbooks & actionsHandle returns and orders start to finish
A return request becomes a policy-checked, prepaid label in the customer's inbox — order, item, delivery, and return window verified against live data first. Edge cases like warranty claims always go to your team.
Returns & order automationHow it works in Relay
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Connect your channels and order data so every conversation and its context land in one place.
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Import help articles and write playbooks for your procedures — the AI's knowledge and its rules.
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Start in draft mode: the AI writes grounded replies and proposes actions, your agents approve everything.
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Opt categories into Autopilot as the AI proves itself — high-confidence replies start sending automatically.
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Your team keeps the judgment calls: sensitive topics, edge cases, and every action involving money.
Frequently Asked Questions
Can AI really resolve support tickets without a human?
For routine, well-understood issues, yes. Relay auto-resolves only when the AI clears a strict confidence bar (90–98% depending on the reply type) in a category you've explicitly enabled, and judgment-based categories must earn automation from measured historical outcomes. Everything else — low confidence, missing information, sensitive topics — involves your team.
How is this different from a chatbot?
A chatbot deflects; Relay resolves. It works on the actual ticket with your knowledge base, live order data, and your written procedures — and it can execute the resolution, like emailing a policy-checked return label, instead of linking the customer to a form.
What stays under human control?
Nearly all money movement: refunds and order changes are one-click proposals a human approves, with auto-execution limited to a narrow set of pre-verified, fully-funded operations you explicitly enable. Chargebacks, legal threats, safety issues, warranty decisions, and anything the AI isn't confident about also stay with your team. Every automated send and action is logged on the ticket.
Do I have to turn all of this on at once?
No. Everything starts in draft-and-approve mode. You opt individual categories into Autopilot when you're ready, cap how much it can send per customer per day, and can turn any of it off with one click.
Automate the routine, keep the judgment
Start free — AI triage, reply drafts, and opt-in Autopilot included at $19/user/month, with no per-resolution fees.
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