A Support Assistant That Answers Around the Clock and Relieves Your Team
The XICBOT support assistant answers customer questions in seconds from your FAQ and knowledge base, checks order and delivery status on request, creates a ticket when needed and hands complex or sensitive cases over to a human with full conversation context. This lowers ticket volume and frees your team for the cases that truly need them.
24/7
available, weekends too
in seconds
first answer in chat
40+
languages automatically
with context
handover to humans
Support teams spend a large share of their time on the same questions: Where is my order? How do I cancel? Which documents do I need? These recurring standard questions tie up capacity that is missing for complex matters, and outside office hours enquiries go unanswered altogether. The support assistant takes exactly this load off: it answers questions around the clock from your knowledge base, checks order and delivery status on request, creates a ticket when needed and hands complex or sensitive cases over to a human with full conversation context. It does not replace your team, it relieves it, leaving more time for the demanding cases.
How the Support Assistant Answers in Chat
What the Support Assistant Takes On
The assistant knows your answers and your systems. Instead of rigid menu trees it understands freely worded questions, answers in seconds and stays bound to your own content. It reliably handles six tasks in everyday support — and for anything beyond that, it brings in a human.
Available Around the Clock
The assistant answers at night, on weekends and on public holidays. Anyone with a question gets an immediate answer instead of waiting until the next business day.
Answers From Your Sources
It answers questions from FAQ, help articles, price lists and documents and points to the relevant source. Learn how the training works under knowledge base.
Status on Request
«Where is my order?» is answered instantly: it reads order and delivery status from the connected systems and states the current status directly in chat.
Ticket Deflection
The assistant resolves recurring standard questions directly in chat. Fewer enquiries land as tickets in the inbox, and handling time drops noticeably (project experience).
Handover to Humans
Sensitive or complex cases such as complaints or cancellations are escalated to a staff member, with full conversation context, so no one has to repeat their question.
Knowledge Gaps Made Visible
The conversation analytics show which questions come up often and where answers are missing, so you can improve your help content deliberately.
Try XICBOT live
This is not a video or a recording — you are chatting with a real assistant trained on XICBOT. Ask a question or click an example to start.
This demo processes your input to reply — also via a provider outside the EU (standard contractual clauses). Please do not enter sensitive data. Click “Understood” to start the chat. Privacy
Answering From Your Sources, Not Into the Blue
A support assistant is only as good as its answers. That is why XICBOT binds the assistant to your own content: it answers from FAQ, documents, help articles and status sources instead of inventing freely. If it finds no reliable answer, it says so openly and hands over to a human. You decide what the assistant reads and which actions it may take. Writing actions such as creating a ticket are bound to approvals; the connection to your ticketing system runs via defined actions, more on that under tool control.
Create a Ticket — or Make One Unnecessary in the First Place
Many support enquiries can be answered immediately if the assistant knows the relevant content or the current status. That is exactly where the support assistant starts: it reads FAQ, documents, invoices and order status and gives the answer directly in chat. Only when a matter needs a human does it create a ticket or hand over live, always with the full conversation history. This lowers ticket volume without losing any enquiries.
- Answers standard questions immediately instead of turning them into tickets
- Creates a ticket with context only when it is truly needed
- Deliberately escalates sensitive topics to a staff member
Ticket Deflection: Fewer Tickets, Faster Answers
A large share of incoming support enquiries are recurring standard questions about shipping, returns, invoices or status (project experience). Every one of these questions the assistant resolves in chat never becomes a ticket a human has to handle. This relieves your team measurably and shortens the wait for the enquiries that genuinely need personal handling. More than half of website visits come from mobile devices (Statcounter), and on the move in particular customers expect an immediate answer rather than a contact form with an uncertain response time.
- Standard questions about shipping, returns and invoices are resolved instantly in chat
- Status questions are answered from the connected system
- Only genuine individual cases land as tickets in your team's inbox
- Every handover includes the full history, without repetition
- Answers are bound to your own sources, not freely invented
- The conversation analytics reveal recurring questions and gaps
How We Set Up Your Support Assistant
A support assistant does not appear at the push of a button, but in manageable steps. We review your most frequent questions, connect your sources and define when the assistant hands over to a human. You stay in control of content, actions and escalation rules throughout.
Initial Consultation and Question Review
In the free initial consultation we look at which questions your support receives most often, through which channels they arrive and which systems should be connected. This gives a clear picture of what the assistant can take on and where humans stay in charge.
Pro package · setup + operation · net plus VAT
- Pro package from 2,900 € net setup plus 149 € per month net operation
- Answers from knowledge base, status queries and ticket creation
- Handover to humans with context, multilingual, hosting in Germany
- Free initial consultation and demo on request
The support assistant sits in the Pro package: from 2,900 € net one-time setup plus 149 € per month net operation. It includes answers from website and knowledge base, status queries, ticket creation, handover to humans with context, multilingual answers, hosting in Germany and the conversation analytics. Every project begins with a free initial consultation and, on request, a free demo with a test assistant for your website.
Rigid FAQ Widget, Ticket Form or XICBOT?
There are three typical ways to catch recurring questions. A rigid FAQ widget with predefined questions, a plain ticket form that pushes every enquiry into the queue, or an assistant that understands freely worded questions, answers from your sources and hands over only genuine individual cases to humans. The comparison shows the difference in everyday practice.
Three Ways to Catch Recurring Questions
Each way has its place. For most support teams, an assistant that answers from its own sources and hands over cleanly relieves the most.
Rigid FAQ Widget
- Only knows fixed questions, barely understands free wording
- Reads no status, cannot answer «Where is my order?»
- No handover to humans, sensitive cases are left unresolved
- Maintaining the question trees is laborious and quickly outdated
XICBOT Support Assistant
- Understands freely worded questions and answers from your sources
- Checks order and delivery status directly in chat
- Creates tickets and hands over to humans, with full context
- Around the clock, multilingual, hosting in Germany
Plain Ticket Form
- Every question becomes a ticket, even recurring standard cases
- No immediate answer, wait until the next handling slot
- High load on the team from enquiries that could be solved instantly
- Outside office hours the customer is left without a response
Typical Support Scenarios
The following journeys are anonymized and illustrative. They show which recurring tasks a support assistant can take on across different industries — from reading out status to handing over to a human.
How a Support Assistant Relieves Your Team
Illustrative examples from typical project histories (project experience) — anonymized.
Concrete Results on Request