Every Feature Built for One Goal: Take the Load Off Your Team
We obsessed over what support managers actually need. Not feature bloat. Not complicated setups. Tools that work the moment you turn them on.
AI That Understands—Not Just Responds
Our dual-AI system (GPT-4 + Claude) doesn't just pattern-match keywords. It reads for intent, weighs urgency, measures complexity, and generates responses that sound like they came from your best agent.
Smart Ticket Classification
Every incoming ticket is automatically analyzed across three dimensions: intent (what they're asking), complexity (how hard is this?), and urgency (how fast do we need to move?). Simple questions get quick answers. Complex issues go straight to your experts.
Context That Matters
The AI doesn't just read the current message. It pulls in conversation history, client profile, tech stack, and previous issues to generate responses that feel informed—because they are.
Built-in Fallbacks
If GPT-4 has an issue, Claude takes over. If both have problems, tickets gracefully route to your human queue with full context preserved. 99.9% uptime, zero dropped tickets.
8 Intent Types Detected
- Simple queries — Straightforward questions with clear answers
- Complex inquiries — Multi-part questions needing detailed explanation
- Urgent issues — Time-sensitive problems flagged immediately
- Scheduling requests — Meeting and call coordination
- Evaluations — Vendor or tool comparison requests
- Complaints — Handled with extra care and empathy
- Appreciation — Positive feedback captured and celebrated
- Casual chat — Acknowledgments and quick replies
Autonomy On Your Terms
You control how much the AI does on its own. Start conservative. Get comfortable. Expand as trust builds.
Four Operational Modes
Disabled
AI completely off, everything manual
Observe
AI analyzes and logs decisions, but takes no action (testing mode)
Assist
AI generates responses for human approval (recommended starting point)
Autonomous
AI handles routine tickets automatically, escalates complex ones
Confidence-Based Decisions
The AI calculates a confidence score for every response. Below your threshold? Goes to a human. You set the bar.
Common threshold: 75%
Conservative teams start at: 85%
9-Layer Safety System
Before anything sends automatically, it passes through every check. If ANY check fails, it goes to a human.
A Portal Your Customers Will Actually Use
Clean, modern, fast. Passwordless login. Real-time updates. No training required.
Magic Link Login
Your customers click one link and they're in. No passwords to forget. No friction. Works from any device.
Real-Time Messaging
Chat-style interface with typing indicators, read receipts, and instant delivery. Customers see responses the moment they're sent.
Multi-Channel Flexibility
Customers can reach you through the portal, SMS, or email—whichever they prefer. Everything shows up in one thread for your team.
Your Command Center
Everything your team needs to manage support—without tab overload.
Smart Queue Management
Filter by intent, urgency, confidence, client, or status. Sort by what matters. Bulk actions for efficiency. Keyboard shortcuts for power users.
Complete Client Profiles
See everything about a client in one place: company info, conversation history, tech stack, subscription status, and your team's notes. The AI uses all of this to personalize responses.
Tech Stack Detection
The AI automatically identifies tools your clients mention (HubSpot, Salesforce, Zapier, etc.) and uses that context in responses. "In HubSpot, navigate to..." instead of "In your CRM..."
Response Review Workflow
Three clicks: Approve, Edit & Send, or Regenerate. See the AI's reasoning. Understand why it classified a ticket the way it did. Make quick edits that teach the system.
Answers Grounded in Your Documentation
The AI doesn't make things up. It searches your knowledge base and cites sources.
Semantic Search
Upload your documentation—PDFs, Word docs, help articles. The AI understands meaning, not just keywords. When a customer asks a question, it finds the most relevant sections and incorporates them into the response.
Automatic Processing
Drop in a PDF. We extract the text, chunk it intelligently, generate semantic embeddings, and make it searchable. No manual tagging or organization required.
Usage Analytics
See which articles get used most. Identify knowledge gaps—questions the AI can't answer well. Know where to focus your documentation efforts.
Proactive, Not Just Reactive
Automatically reach out based on what customers are doing—or not doing.
Pre-Built Sequences
- Welcome sequence
Triggered when payment confirmed
- Re-engagement
Triggered when client goes silent for 7 days
- High engagement reward
Triggered when client sends 10+ messages in a week
- First message nudge
Triggered when new client hasn't reached out yet
Business Hours Intelligence
Detects timezone from phone number. Only sends during business hours. Weekend messages automatically reschedule to Monday. Your customers never get pinged at 3am.
Multi-Channel Delivery
Sequences can include SMS, email, or both. Design multi-step campaigns with delays between steps. Variable substitution makes every message feel personal.
Safety Nets at Every Level
We built this knowing you'd be nervous about AI talking to your customers. Here's how we earned trust.
Six-Dimension Quality Scoring
Every AI response is evaluated for accuracy, relevance, tone, completeness, clarity, and safety. Each dimension scored 0-100. Below your threshold? Goes to a human. No exceptions.
Circuit Breaker Protection
If error rates spike or human intervention rates jump, the system automatically disables autonomous mode. Everything routes to humans until the issue is resolved. You get notified immediately.
Rate Limiting
Maximum 50 auto-sends per hour, 200 per day per client. Prevents overwhelming anyone with automated messages. Additional tickets queue for human review.
Complete Audit Trail
Every decision logged. Every classification explained. Every edit tracked. Full transparency into what the AI is doing and why.
Gets Smarter From Every Interaction
Your team's expertise becomes the AI's expertise—automatically.
Edit-Based Learning
When your team edits an AI response, the system captures what changed. Added trade-offs? Softened tone? Included more context? These patterns become improvement suggestions.
AI-Generated Prompt Suggestions
GPT-4 analyzes your team's edits and generates specific recommendations: "Add instruction to mention trade-offs when comparing vendors." You review and apply with one click.
A/B Testing Built In
Test different response approaches. Measure which performs better. Apply the winner. Data-driven improvement instead of guesswork.
Ready to See It In Action?
Book a 20-minute demo and see how PushButtonSupport can transform your support operation.