Customer Support

Support Desk

Answers customer and employee questions from your real knowledge — not generic training data.

Support Desk is an AI customer-support agent that answers product, policy, and troubleshooting questions from your own knowledge base — not from generic training data. Runs as a chat widget on your site or inside Slack / Teams. Claude-powered, versioned, and honest: it says "I don't know, let me escalate" instead of fabricating.

Time saved

5–15 minutes of support agent time per deflected query

Deployment

1–3 weeks (depends on knowledge base cleanup)

Cost per run

$0.05–$0.20 per conversation

Department

Support / Customer Success

Proven at: Orient Printing (tphorient.com public chat)

What it does

Generic AI chatbots hallucinate because they answer from training data. Support Desk only answers from your knowledge — product manuals, policy documents, FAQ libraries, prior ticket resolutions — grounded in a Claude project with explicit retrieval boundaries. When a question sits outside its knowledge base, Support Desk escalates to a human with a pre-drafted handoff summary, instead of inventing an answer. Deployed as a public-facing chat widget, a gated customer-portal agent, or an internal employee support layer. Built with the same production-grade instruction engineering Settle uses for every deployment.

Inputs

Customer / employee question (natural language)
Session history (for multi-turn context)
User identity or account context (optional, for personalization)

Outputs

Grounded answer with citations to source docs
Escalation handoff note (when outside knowledge)
Suggested next actions for the user
Ticket-ready summary if the user asks to open a ticket

Where it fits

Product Q&A on a public site

Prospects land on your site outside business hours. Support Desk answers technical product questions from your real spec sheets — and captures leads when users ask for pricing.

Internal IT / HR helpdesk

Employees asking about policy, payroll, leave, or IT. Support Desk answers from your HR handbook and IT knowledge base — routing edge cases to humans.

Tier-1 ticket deflection

30–60% of inbound tickets are "where do I find X" or "how do I reset Y." Support Desk resolves these without a human, freeing your team for complex issues.

A sample run

Input

Customer question: "Does the C-Series 105 support UV printing on recycled board, and what's the typical GSM range?"

Output

"Yes — the C-Series 105 supports UV-curable inks on recycled board. The certified GSM range is 80–600 GSM, with best performance in the 150–450 range for recycled substrates. For loadings above 500 GSM, we recommend the heavy-duty feeder variant. Source: C-Series Technical Manual, Rev 4.2, Sec 3.1. Want me to connect you with a sales engineer for a specific substrate test?"

Common questions

What is an AI support desk?

An AI support desk is an agent that answers customer and employee questions from a defined knowledge base. Settle's Support Desk runs on Claude AI with grounded retrieval — it only uses your docs, not generic training data, so it can't hallucinate about your products or policies.

How is this different from ChatGPT or Intercom's AI?

Both tools answer from a mix of training data and your docs. Support Desk answers only from your versioned knowledge base. If the answer isn't there, it escalates with a handoff summary — it doesn't guess.

Will it hallucinate?

It is engineered not to. Explicit safety rules in the Claude project instructions forbid answering without a source citation, and require escalation for out-of-scope questions. The agent's prompt is designed to refuse, not to guess.

Can it embed on our website?

Yes, as a chat widget (three lines of script tag). It can also run inside Slack, Microsoft Teams, or a Zendesk / Intercom integration.

How much does it cost per conversation?

Pre-paid credits. A typical 5-message conversation costs $0.05–$0.20 in Claude API costs. Volume pricing available for >10,000 conversations/month.

Deploy Support Desk for your team

Book a 15-minute discovery call and we'll map how Support Desk fits your specific workflows.

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