Sunesis support agents speak, listen, and see — resolving tier-1 requests by voice and video in 30+ languages, grounded in your knowledge base, with a clean handoff to humans whenever it matters.
Support agent · Voice v2 · Knowledge-grounded
Customer
“I was charged twice for my subscription this month. Can you check what happened?”
Mira
“I found a duplicate charge from Tuesday. I’ve refunded it — you’ll see it back on your card in 3–5 days.”
Queue
Tier-1
Channel
Voice + video
Handoff
Human-ready
One agent across every support surface.
Not a bot that apologizes and escalates. An agent that understands the problem, resolves it from your own docs, and knows exactly when to bring in a person.
Refunds, account changes, order lookups — handled inside the conversation, by voice or video, instead of deflected to a form. Every answer is grounded in your approved knowledge base and cited, so nothing drifts out of date, and your queue shrinks overnight without a single new hire.
of tier-1 volume resolved without a human in the loop
When a request needs a person, it escalates with the full transcript, customer history, and steps already tried. Your team picks up mid-conversation — the customer never repeats themselves.
30+ languages with the same voice, tone, and accuracy. Customers in São Paulo and Seoul get the same quality of help as customers at headquarters.
Resolution rate, escalation reasons, and response time by queue, channel, and language — so you know what the agent owns and where people add the most value.
“The refund was handled before I finished my coffee.”
Verified support session
When the agent owns the tier-1 volume, your specialists spend their day on the conversations that actually need a person — the complex, the sensitive, the high-value. The work gets better, not just faster, and the people doing it feel it.
Start where the volume is highest and the answers are clearest. Prove resolution rate on a single queue, then expand with the same knowledge and handoff rules.
Plan your pilotPoint Sunesis at your help center, docs, and policies. The agent learns your products and your rules before it ever talks to a customer.
Start with a single tier-1 queue — billing, shipping, account access — and measure resolution rate against your existing baseline.
Expand to more queues, languages, and voice + video channels with the same grounded knowledge and the same handoff rules.
Access controls, data handling, and the technical detail your security and legal teams need.
A persona, tone, and voice designed with you — unmistakably your company, not a generic bot.
We work alongside the people who run your queues today, so the agent fits how your team already works.