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

Phone Calls

Customers call your business phone number and interact with the AI voice agent through natural conversation. The telephony bridge handles real-time audio streaming.

Web Voice Widget

Embed a voice widget on your website. Customers click to talk and get immediate voice support through their browser — no app download needed.

Key Features

Knowledge Base RAG

The Support Crew uses Retrieval-Augmented Generation (RAG) to search your knowledge base and provide accurate 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 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 based on conversation context
Full conversation summary included for seamless handoff
Session correlation for follow-up tracking

Conversation Memory

The agent maintains conversation context throughout the interaction, allowing for follow-up questions and seamless continuity.

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
    │       │
    │       ▼
    │   Customer receives answer
    │
    └── No results / Complex issue
            │
            ▼
        Smart escalation triggered
            │
            ▼
        Email sent with context

Language: text

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
System Prompt: Custom instructions that guide the agent's behavior

Knowledge Base Setup

Upload documents to build the agent's knowledge base. Documents are automatically indexed with vector embeddings for semantic search.

Escalation Configuration

Set up escalation to route complex issues to your human team via email notifications with full context.

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>

Language: html

Phone Integration

Connect a business phone number to let customers call and interact with the AI agent. The telephony bridge automatically routes incoming calls.

Analytics & Monitoring

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

Conversation Volume: Total interactions
Resolution Rate: Inquiries resolved without escalation
Escalation Rate: Percentage escalated to humans
Response Quality: AI confidence scores

Best Practices

Tip: Start with a focused knowledge base covering your most common support questions, then expand based on escalation patterns.

Curate Your KB: Quality over quantity for better AI responses
Review Escalations: Identify gaps in your knowledge base
Customize Prompt: Define the agent's personality and boundaries
Test Before Launch: Validate responses with test conversations