AI customer support agent: how it works and what it costs

An AI customer support agent is software that answers customer questions on your website, by email or in chat, using your own data: price list, terms, instructions and answers to common questions. Unlike a classic scripted chatbot, it understands questions asked in the customer’s own words, and when it does not know the answer or the topic is sensitive, it hands the conversation to a person. For a small business a build usually costs up to €5,000, and a working prototype €1,000.

How it works

1. Knowledge base. We gather the documents the agent may answer from: price list, terms, guides, past email replies. The agent answers only from these sources and does not make things up.
2. Understanding the question. The language model recognizes what the customer is asking, even with typos or slang.
3. Answer or hand-over. If the answer is in the knowledge base, the agent writes it. If not, or if it is a complaint, a payment issue or something sensitive, it opens a ticket for your team with the full conversation.
4. Logged in the CRM. Every conversation is saved with the customer, so you see what people struggle with most.

What an agent can do, and what it should not

• It can: answer common questions, check an order or job status in your system, book an appointment, route a request and draft a reply for a staff member.
• It should not: approve refunds on its own, change contracts or give legal or medical advice. A person always handles those.

When it pays off

An agent pays off when your team answers the same questions every day: opening hours, prices, delivery times, order status, how-to instructions. If you get a few inquiries a week, you do not need one. If you get dozens a day, the agent takes over much of the routine, and customers get an answer immediately, even outside working hours.

What it costs

• Working prototype: €1,000, ready in 5 working days, built on your real questions. The amount is credited if you go ahead with the build.
• An agent for one channel (e.g. web chat or email) connected to your CRM: up to €5,000.
• An agent as part of a larger system with several channels, user roles and reports: €5,000 to €20,000.

On top of the build there is a monthly AI service cost that depends on the number of conversations. You get an estimate up front. See packages and prices on our AI automation page.

How to start

Collect the 30 to 50 questions customers ask most often and the answers you give. That is enough for a first prototype. If you are not sure where AI makes the most sense in your business, start with a free business diagnostic. For a broader view of AI in small businesses, read custom AI software.