Support Crew

AI-powered customer support accessible via phone calls and web voice widgets — with knowledge base search, smart escalation, and conversation memory.

Overview

The Support Crew provides intelligent AI voice agents for customer support. Customers can call your business phone number or interact through a web voice widget embedded on your website. The agent searches your knowledge base to answer questions accurately and escalates to human teams when needed.

By combining voice AI with knowledge base retrieval and smart escalation, Support Crew delivers fast, accurate support around the clock while keeping your human team focused on high-value interactions.

Multi-Channel Access

Customers can reach the Support Crew through two channels, both powered by the same AI agent:

Key Features

Knowledge Base RAG

The Support Crew uses Retrieval-Augmented Generation (RAG) to search your knowledge base and provide accurate, context-aware answers:

• Documents indexed with vector embeddings for semantic search
• Configurable top-K results and similarity threshold
• Supports multiple document formats (PDF, text, web content)
• AI synthesizes information from retrieved documents into natural responses

Smart Escalation

When the agent cannot answer a question or when a customer requests human assistance, the system escalates with full context:

• Email notifications sent to the configured escalation address
• Urgency levels (low, medium, high, critical) based on conversation context
• Full conversation summary included for seamless human handoff
• Session correlation for follow-up tracking

Conversation Memory

The agent maintains conversation context throughout the interaction:

• Context-aware responses that reference earlier parts of the conversation
• Conversation history stored for analytics and review
• Session-based memory that maintains continuity across follow-up questions

Custom Voice & Persona

Configure the agent to match your brand — including agent name, company name, greeting message, conversation tone, and custom voice. The system prompt is fully customizable to guide the agent's behavior and knowledge boundaries.

How It Works

Customer asks a question (phone or widget)
    │
    ▼
AI agent receives the question
    │
    ▼
Knowledge base search (vector similarity)
    │
    ├── Relevant results found
    │       │
    │       ▼
    │   AI synthesizes response from documents
    │       │
    │       ▼
    │   Customer receives accurate answer
    │
    └── No results / Complex issue / Customer requests human
            │
            ▼
        Smart escalation triggered
            │
            ▼
        Email sent with conversation context + urgency level

Configuration

Crew Settings

Configure the fundamental behavior of your Support Crew:

• Crew Name: A descriptive name for your support crew
• Agent Name: The name the AI agent uses to introduce itself
• Company Name: Your company name for context in responses
• Greeting Message: The initial message when a customer connects
• System Prompt: Custom instructions that guide the agent's behavior

Knowledge Base Setup

Upload documents to build the agent's knowledge base:

• Upload PDF, text, and other document formats via the dashboard
• Documents are automatically indexed with vector embeddings
• Configure search parameters (top-K results, similarity threshold)
• Add, update, or remove documents at any time

Escalation Configuration

Set up escalation to route complex issues to your human team:

• Escalation Email: The email address that receives escalation notifications
• Escalation Behavior: The agent will offer to escalate when it cannot find a satisfactory answer or when the customer requests human help

Voice Widget Integration

Embed the voice widget on your website to give customers instant voice support:

<!-- Add this code to your website before </body> -->
<script
  src="https://your-autocrew-domain/widget.js"
  data-crew-id="YOUR_CREW_ID"
  data-mode="voice"
></script>

The widget provides a floating button that customers can click to start a voice conversation. It handles microphone permissions, audio streaming, and the full voice interaction lifecycle.

Phone Integration

Connect a business phone number to let customers call and interact with the AI agent:

1. Configure a phone number in the AutoCrew dashboard
2. Assign the phone number to your Support Crew
3. The telephony bridge automatically routes incoming calls to the AI agent
4. Customers interact through natural voice conversation

Analytics & Monitoring

Track key metrics to measure your Support Crew's effectiveness:

• Conversation Volume: Number of conversations per day/week/month
• Resolution Rate: Percentage of inquiries resolved without escalation
• Escalation Rate: Percentage of conversations escalated to humans
• Response Quality: AI confidence scores and knowledge base hit rates
• Channel Breakdown: Volume split between phone and web widget

Best Practices

• Curate Your Knowledge Base: Quality over quantity — well-written, specific documents produce better AI responses than large volumes of generic content
• Review Escalations: Regularly review escalated conversations to identify gaps in the knowledge base and add missing content
• Customize the Prompt: Tailor the system prompt to define the agent's personality, boundaries, and escalation triggers for your use case
• Test Before Launch: Use test conversations to validate the agent's responses before making it available to customers
• Monitor Analytics: Track resolution and escalation rates to continuously improve the agent's effectiveness
• Keep Documents Updated: Update knowledge base documents when products, policies, or procedures change