Overview
The complete guide to AI capabilities for customer support teams.
simpli.support is your complete guide to AI capabilities that help customer support teams work faster and smarter. Each capability handles one specific aspect of support operations, and this guide explains what they do, when to use them, and how they fit together.
What problems does it solve?
| Problem | Service |
|---|---|
| Tickets pile up unclassified | Triage classifies, prioritises, and routes automatically |
| Agents spend time drafting repetitive replies | Reply generates context-aware drafts matching team tone |
| QA reviews are manual and inconsistent | QA scores conversations against configurable rubrics |
| Escalations come as a surprise | Sentiment tracks customer health and flags escalation risk |
| Managers lack real-time visibility | Pulse provides live dashboards with SLA monitoring |
| Help articles go stale or have gaps | KB identifies gaps and flags outdated content |
| Agents repeat the same responses | Macro manages templates with variable injection |
Who is this for?
| You are a... | Start here |
|---|---|
| Support agent wanting to understand AI tools | The Ticket Lifecycle — see how AI fits into your workflow |
| Team lead or manager evaluating AI for your team | Getting Started with AI in Support — non-technical adoption guide |
| QA analyst looking to automate scoring | Quality Improvement Loop — build a continuous improvement cycle |
| Director or VP building a business case | Measuring Success — ROI framework and metrics |
| Anyone connecting to a helpdesk | Integration Overview — Zendesk, Freshdesk, Intercom, Salesforce, HubSpot |
Design principles
- Modular — Use one service or all of them. Each is independently deployable.
- Shared foundation — All capabilities inherit common models, settings, and logging from a shared SDK.
- API-first — Every service exposes a REST API. Integrate with your existing helpdesk or build a custom UI.
- No vendor lock-in — LLM-powered capabilities use LiteLLM so you can swap between OpenAI, Anthropic, Azure, or any supported provider.