AI Agent

An AI Agent is an assistant that can answer questions, collect information, take actions through integrations, and hand off to a human when needed — across your support channels.

• Resolves repetitive questions instantly
• Collects structured details (order number, email, issue type)
• Routes by intent and priority
• Escalates with full context to human agents

The AI Agent is best at FAQs, guided flows, and information retrieval. For sensitive actions, you can enforce approvals and human handover.

• Great for: FAQs, returns/refunds status, store hours, policy questions
• Great for: triage, tagging, summarization, suggested replies
• Avoid without controls: payments, irreversible actions, sensitive PII handling

When confidence is low or a user requests a human, Palmate hands off the conversation to an agent and includes a compact summary and collected fields.

• Conversation summary
• Detected intent and sentiment
• Collected form fields (e.g., order number)
• Suggested next best action

Start by adding a clean knowledge base: your policies, product docs, and SOPs. Keep content up to date and structured.

1. List your top 30 repetitive questions.
2. Create short, factual answers with links to canonical pages.
3. Add escalation rules (refunds, cancellations, VIP, legal topics).
4. Review conversation transcripts and refine over time.

Pricing usually depends on usage and scale (e.g., number of agents, conversations, channels, and AI features).

• Core platform subscription
• AI add-on based on consumption (messages/tickets)
• Enterprise options for security and custom integrations

For an exact quote, share your monthly volume and channels with sales.

Track deflection, resolution time, customer satisfaction, and handoff quality — not just number of AI replies.

• Deflection rate (AI resolved without agent)
• Average response time and time-to-resolution
• CSAT/QA scores
• Escalation reasons and confidence trends