The Problem: Support Drains Your Team's Bandwidth
In most SaaS products, 60–80% of support tickets are the same questions: "How do I connect X?", "Where do I find Y?", "Why isn't Z working?" Answering them manually is expensive and slow. Users wait hours, get frustrated, and churn.
An AI agent answers these questions instantly, using your own documentation and knowledge base.
What an AI Agent Does in SaaS Support
Answers from your docs
Upload your docs to Auralix: help center articles, README, FAQ, changelogs. The agent finds the right instructions and explains them in plain language — no "RTFM."
Example questions:
- "How do I export data to CSV?"
- "Where do I set up two-factor authentication?"
- "What's the API rate limit on the free plan?"
Guides users through onboarding
New users get lost in the interface — the agent walks them through first steps, explains key features, and reduces early-stage churn.
Escalates complex cases
The agent recognises when a question falls outside the docs and offers to create a ticket or connect the user with an engineer. Your support team only handles non-trivial issues.
Collects feedback
After resolving a question, the agent can ask: "Did this help?" and pass the rating to your analytics system.
Real Results from SaaS Teams
Companies using AI support report:
- −50–70% first-line tickets
- ×3–5 faster first response time
- +8–12% retention for new users (better onboarding experience)
How to Set It Up
1. Upload your documentation
Supported formats: Markdown, PDF, plain text, URLs. Upload help center pages, docs, and internal team FAQs.
2. Configure the agent's instructions
Example: "You are support for [Product Name]. Answer only from the documentation. If you don't know the answer, offer to create a ticket."
3. Embed chat in your product
Add the widget in-app via <script> or in an external help center. Users get support directly where they work.
4. Set up escalation
Auralix includes a "low confidence" condition — when the agent isn't sure of its answer, it offers to connect the user with the team.
FAQ
Can the agent work with private documentation? Yes. The knowledge base is private — external users only see the agent's answers, not the source documents.
What if the documentation is outdated? Update the source in Auralix — the agent picks up the new content immediately after syncing.
Does it integrate with Zendesk or Intercom? Via Webhook — yes. Auralix sends conversation and lead data to any system that accepts incoming HTTP requests.
Can the agent respond in multiple languages? Yes. The agent detects the user's language and replies in kind, as long as the documentation supports it.
Summary
An AI agent is a first-line support team that never sleeps or calls in sick. The human team solves only complex cases; users get answers instantly. The result: less churn, lower costs, higher NPS.