Twig AI is an AI platform designed for B2B customer support and success teams. It's trained on your company's documentation, knowledge base, and help center to automatically answer customer questions. The platform builds and launches AI agents and chatbots that learn from your help docs, past support tickets, and tutorials to generate accurate responses.

How does Twig AI work?

Twig AI semantically analyzes documentation, knowledge bases, past support tickets, and other data sources to provide accurate responses to customers' complex questions. The AI reviews thousands of documents and presents support agents with a customer-ready draft in approximately 6-10 seconds. The platform uses a hybrid approach combining AI with human review—agents can review the AI-generated response, make slight edits, and respond to customer tickets.

What are Twig AI's main features?

Twig AI's main features include AI Agents and Chatbots, which provide AI agents that field Tier 1 support questions and 24/7 website chatbots to deflect common questions before they become tickets. It also offers API Integration and Actions, allowing agents to perform actions by calling APIs for lookups like order status or account details. Citations and Transparency are included, as responses show where information came from to increase trustworthiness. There is Multi-Source Integration, enabling Twig to connect to over 30 data sources and integrate with popular tools such as ZenDesk and HelpScout. Quality Validation ensures every question and answer is validated on seven dimensions, detecting issues like hallucination, missing data, user feedback, and lacking answer quality. Finally, Data Privacy is maintained by sanitizing data to remove personally identifiable information (PII).

What data sources can Twig AI use?

Twig AI can be trained on websites, files, built-in knowledge bases, and can create "synthetic" Q&As by analyzing past tickets. The platform supports several interfaces including web, in-app integrations, browser integrations, and ticketing tool integrations.

How much does Twig AI cost?

Twig AI offers three main pricing plans: Self Serve, Managed OnBoarding, and Managed Outcome. These plans vary in per-seat costs and included AI resolutions. The platform charges per-resolution fees, meaning once you exceed your plan's included AI resolutions, you'll incur additional charges per resolution, which can lead to unpredictable monthly bills during peak support periods.

Is there a free trial?

The search results don't provide specific information about a free trial, though there's a mention of frequently asked questions about this on the Twig AI website.

How fast does Twig AI generate responses?

Twig AI analyzes thousands of documents and presents a customer-ready draft in approximately 6-10 seconds.

What are the benefits of using Twig AI?

Twig AI can reduce customer support costs by up to 30%. It streamlines customer support by automating repetitive questions, allowing human agents to focus on more complex issues. The platform enables agents to become more productive by automating tedious tasks and improving response quality. Additionally, Twig enables 2x faster response times to customer queries.

Is Twig AI user-friendly?

Yes, Twig AI boasts a user-friendly interface that caters to both tech-savvy individuals and those less familiar with AI tools. However, getting started involves booking demos and working with product experts, which can take days or weeks—a model suited for enterprise clients rather than smaller teams needing quick self-serve setup.

Can Twig AI be used outside of customer support?

While Twig AI's primary focus is customer support, it has some versatility in other areas, including extracting valuable data for selling online, offering instant valuations, and facilitating fast payments.

How does Twig AI improve answer quality?

User and AI feedback is captured across every interaction, triggering workflows to improve answer quality. The platform identifies questions that need attention, allows teams to take actions, review outcomes, and drive better answer quality daily.

Twig AI

4.6

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Twig AI builds smart agents and chatbots for customer support. It learns from your company's documents and connects to over 30 data sources to give instant, accurate answers. This helps human agents draft responses quickly and improves answer quality with feedback, leading to faster, more reliable customer service for everyone.

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Overview Features Use Cases FAQ Integrations Pricing

About Twig AI

Who It's For

Twig AI is built for customer support teams in businesses, especially in areas like FinTech, B2B SaaS, Lending, Payments, and Tax Prep. It helps companies that need to handle many customer questions fast, making support agents more productive and improving overall customer experience.

What You Get

You receive AI agents and chatbots that work 24/7, answering customer questions and taking actions like checking order status. The AI drafts customer-ready replies for your human agents in seconds, saving them time. You also get tools to ensure answer quality, learn from feedback, and connect to over 30 data sources and apps like Zendesk.

How It Works

Twig AI learns from your company's documents, knowledge bases, and past support tickets. It quickly analyzes this data to create accurate answers. Every answer is checked for quality, and the system uses user and AI feedback to constantly improve. This ensures questions are resolved and agents can monitor progress effectively.

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Features & Capabilities

⚙️ Core AI Functionality

Intelligent Answering & Actions

Builds AI agents that answer questions, look up information, and take actions via API calls.

Fact-Checked & Validated Answers

Provides reliable, cited answers validated across 7 dimensions to ensure quality and prevent hallucination.

Continuous Learning

Captures user and AI feedback across interactions to continuously improve answer quality.

🔗 Seamless Integration

Extensive Data Connectors

Connects to over 30 data sources and external APIs for comprehensive information retrieval.

Cross-Platform Accessibility

Offers browser extensions for apps like Gmail and Outlook, and native integrations like Zendesk.

Embeddable AI Agents

Allows embedding AI agents directly into your SaaS application for in-app support.

⚡ CX Agent Productivity

AI-Powered Draft Generation

Analyzes documents and instantly generates customer-ready draft responses for support agents.

Hybrid Inbox Collaboration

Enables human agents to work alongside AI, adding additional information to AI-generated answers.

Quality Oversight Workbench

Provides tools to monitor answer quality, identify questions needing attention, and track resolution.

💬 Automated Customer Support

24/7 Customizable Chatbots

Deploys AI chatbots on websites and help centers, customized to match branding, offering round-the-clock support.

Instant Customer Responses

Delivers immediate, cited answers to user questions, reducing wait times and deflecting tickets.

Personalized AI Styling

Allows customization of AI's answering style, tone, and templates for consistent brand voice.

📊 Performance & Knowledge Management

Comprehensive CX Analytics

Offers detailed insights into AI usage, accuracy rates, and agent productivity across CX teams.

Built-in Knowledge Base

Provides a module to create templated responses and macros for contextual answer generation.

Effortless Deployment

Facilitates fast, fully managed deployment from the UI with minimal IT support.

Use Cases

Automating Tier 1 Customer Service & Inquiry Deflection

Many customer support teams struggle with high volumes of repetitive questions, leading to slow response times and agent burnout. Twig AI addresses this by deploying 24/7 AI agents and chatbots directly on websites and help centers, instantly answering common customer inquiries and deflecting up to 60% of questions before they escalate to human agents. This frees up human support to focus on more complex issues.

B2B SaaS, Financial ServicesFor: Customer Support Teams, CX Leaders

Accelerating Agent Productivity and Response Generation

Support agents often spend valuable time researching answers across fragmented data sources, hindering efficiency and response speed. Twig AI resolves this by rapidly analyzing vast amounts of documentation to generate customer-ready draft responses in seconds. This allows agents, working within their existing tools like Zendesk, Gmail, or Outlook, to quickly review, make slight edits, and send accurate replies, cutting time spent on tickets by 50%.

B2B SaaS, Customer ServiceFor: Support Agents, Customer Success Managers

Streamlined Specialized Financial Transaction Support

Customers in financial sectors frequently need quick, accurate information regarding their accounts, payments, or complex applications, often leading to high support volumes. Twig AI provides specialized agents capable of real-time status lookups (e.g., payment, loan application) and offers 24/7 personalized guidance. This helps deflect common inquiries and significantly reduces research time for support and operations teams handling sensitive financial interactions.

FinTech, Lending, Payments, Community Bank, Tax PrepFor: Support Agents, Operations Teams, Compliance Teams

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