AI Customer Support
Phone, WhatsApp, email and ticketing in one controlled support rhythm.
AI customer support that keeps routine questions moving, remembers the customer and brings people in when judgement matters.
Ostina connects telephone support through an AI agent, WhatsApp, email and ticketing into one practical service workflow. Elle helps understand and categorise the request, bring forward the relevant Score CRM history and route it to the person who can resolve it.
The aim is not to remove your support team. It is to take pressure off repetitive handling, improve consistency and make sure uncertain, sensitive or out-of-scope requests reach the right person.
- AI-led telephone support with agreed boundaries
- WhatsApp and email support workflows
- Elle-assisted ticket triage, acknowledgement and routing
- Customer history, status and ownership visible in Score
- Approved knowledge and consistent responses
- Clear human escalation when judgement matters
What a connected support workflow changes
It gives customers a clearer route to help and gives your team organised context, ownership and escalation instead of another disconnected tool.
Faster first response
Routine questions can be acknowledged, understood and routed without waiting for someone to check every channel.
Tickets with useful context
Relevant details travel with the request so the next person does not have to reconstruct the conversation.
Human help at the right moment
Rules keep sensitive, uncertain and high-value issues with people instead of forcing an automated answer.
From first contact to a clear resolution path
Click each stage to see how a request can move across channels while your team keeps control.
Contact
Scenario
A customer asks for help by phone, WhatsApp or email.
Support workflow does
Captures the request and starts the agreed support route.
Control
Approved channels and service boundaries stay clear.
Channel
Phone, WhatsApp, email
Let AI handle repetition and people handle judgement
A useful support system is clear about what can move automatically and what must reach a person.
AI supports repeatable service work
- Acknowledge and capture incoming requests
- Use approved knowledge for routine answers
- Create and categorise support tickets
- Route requests to the right owner
- Keep follow-up from slipping
People keep the important decisions
- Take over sensitive or uncertain requests
- Approve higher-risk responses and actions
- Handle complaints and complex judgement
- Review context without starting again
- Improve the knowledge and routing rules
Step 01
Map the support journey
Identify channels, common questions, service boundaries, owners and current pressure points.
Step 02
Build knowledge and routing
Configure approved answers, ticket categories, ownership rules and human escalation paths.
Step 03
Launch with oversight
Start with visible review and clear handoff rules so the team can build confidence safely.
Step 04
Review and improve
Use real support outcomes to refine the knowledge, routing and channel experience.
Connect the support channels your customers already use.
AI telephone support
Use an AI phone agent for agreed support journeys, with context captured and escalation available.
Explore AI phone supportWhatsApp and email support
Bring written customer requests into approved triage, reply and follow-up workflows.
Explore AI AutomationTicketing and ownership
Keep requests, customer history, status, ownership and handoffs visible through the connected Score CRM and portal.
Explore AI Automation
Everything is implemented for you after successful consultation.
Start here
Support system
questions before
you start.
Need a quick answer?
03300 244 940It connects requests from phone, WhatsApp and email to organised tickets. Elle helps categorise and acknowledge routine requests, while customer history, ownership and human escalation stay visible in Score.
Those are the supported service routes described here. Ostina agrees the exact channels, knowledge and routing rules during discovery and onboarding.
No. The aim is to remove repetitive pressure, improve consistency and give people useful context while keeping human escalation available.
Rules define what AI can handle and what must be passed to a person. Sensitive, uncertain or out-of-scope requests can be escalated with their context.
Support tickets, ownership and status can be kept visible through the agreed Ostina workflow and portal setup.
Ready to design a calmer customer support rhythm?