Twig AI

Twig AI is a customer support automation platform that uses AI agents to handle routine customer service tickets. It connects to your existing support stack—like Zendesk, HelpScout, or Confluence—and trains on your company's documentation, past tickets, and standard operating procedures. The AI, personified as 'Sera' in their demo, can answer complex questions, qualify leads, schedule appointments, and process refunds without human intervention. It works across chat, video, and voice channels, providing 24/7 coverage.

The system is designed to be operational in under 30 minutes. Once connected, it ingests your data automatically, requiring no manual tagging. A key feature is its self-evaluation process: before sending a response, the AI assesses its own confidence level and can escalate to a human agent if unsure. This aims to maintain quality while automating up to 80% of tier-1 support tasks. The platform includes over 30 data connectors and offers a hybrid inbox where human agents can work alongside the AI, reviewing and editing its drafted responses.

This tool is built for customer support teams and CX leaders at companies, particularly in SaaS and tech, who face high ticket volumes. The primary benefit is reducing response times from hours to seconds while lowering support costs. Real-world use cases shown include instantly resolving duplicate billing charges, providing round-the-clock answers for parenting advice sites, and handling identity verification queries. It's for teams that want to free up human agents to focus on complex, high-value customer interactions instead of repetitive questions.