Twig AI

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Overview

Twig AI ingests knowledge bases and ticket history to draft instant support replies, deflect chats, and improve quality-halving resolution time.

Category: Customer Support

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Name	Twig AI
Overview	Twig AI is a specialized enterprise “AI Brain” for B2B customer support and success teams. It ingests your documentation, knowledge bases, ticket history, and even APIs to generate near-instant, accurate draft responses. Whether agents are using Gmail, Zendesk, or a browser plugin, Twig prepares context-aware replies in seconds. It also powers chatbots to deflect common queries, and includes a quality workbench for continuous answer validation—empowering human‑AI collaboration while boosting efficiency and accuracy.
Key features & benefits	AI‑assist inbox delivers drafts in ~6–10 seconds, cutting research time by ~50%. 24/7 AI chatbot can be embedded across channels, deflecting ~60% of queries. Quality workbench scans for hallucinations, content gaps, and sentiment—ensuring trustworthy replies. Hybrid workflow keeps humans in the loop to refine AI responses in real time. API/agent capabilities allow Twig to call functions, fetch live data, and take actions on behalf of agents. Citations-enabled answers, ensuring traceability and customer trust. Secure & scalable: SOC 2 certified, uses retrieval‑augmented generation to avoid hallucinations.
Use cases & applications	Drafting support responses across Zendesk, email, chat. Deploying bots on help centers, API docs, SaaS UIs. Automating ticket triage and categorization. Retrieving account info via API (e.g. payment status). Validating answers via the quality workbench. Rapid onboarding and continuous model updates.
Who uses?	Support agents, CX/SaaS success teams, FinTech, lending, tax-prep companies, community banks, B2B SaaS. Widely adopted by mid-market (50–1,000 employee) teams.
Pricing	Self‑Serve tier starts at $19/seat/month, useful for DIY onboarding. Managed Onboarding is $499/month (unlimited seats). Managed Outcomes with weekly AI specialist support is $999/month (unlimited seats). Additional responses (tickets answered) are billed at $0.50–$0.99 per resolution.
Tags	#CustomerSupport #SupportAI #AgentAssist #AIChatbot #TicketTriage #QualityWorkbench #SecureAI #B2B
App available?	Yes-web app, embeddable chatbot, Chrome/Outlook/Gmail extensions, Zendesk app, API access.

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