Twig

Twig is a sophisticated AI platform, often referred to as an 'AI Brain for Customer Experience,' specifically engineered to revolutionize customer support for modern businesses, particularly in the B2B SaaS and FinTech sectors. Its core mission is to automate Tier 1 support workflows by deploying intelligent AI Agents. These agents operate 24/7 directly within your applications, providing instant, accurate, and context-aware responses to customer inquiries. By deeply integrating with your knowledge sources, Twig can analyze thousands of documents, help center articles, and past tickets to generate customer-ready response drafts in as little as 6 seconds, empowering human agents and dramatically improving efficiency.

The platform is built on a robust, scalable AI infrastructure that ensures reliability and performance as your business grows. It is SOC 2 certified, guaranteeing enterprise-grade security and data privacy. Twig is not just a chatbot; it's a comprehensive co-pilot for your support team, designed to handle complex B2B interactions that are often relationship-driven and high-stakes. It aims to deflect up to 60% of repetitive questions and reduce the time agents spend on research by 50%, allowing them to focus on high-value, complex problem-solving.

How to use Twig

Using Twig involves a structured process to ensure seamless integration and maximum effectiveness:

1. Data Integration & Setup: Begin by connecting Twig to your existing knowledge sources. This can include your public website, help center articles, internal documentation in Confluence, development tickets in Jira, and even past support conversations. The platform ingests and indexes this information to build its knowledge base.
2. AI Agent Configuration: Configure the AI agents' behavior and define their capabilities. You can set up specific workflows, determine when to execute actions via API calls (e.g., check an order status), and establish rules for escalating complex issues to human agents.
3. Deployment Across Channels: Deploy the Twig AI agent across various customer touchpoints. This includes an in-app AI bot, a web chat widget for your help center, a browser extension for your agents, and native integrations with popular helpdesk platforms like Zendesk and HelpScout.
4. Live Operation & Collaboration: Once live, the AI agent begins answering customer questions automatically. For more complex queries, it drafts a suggested response for a human agent to review, edit, and send. This 'human-in-the-loop' approach ensures quality and accuracy.
5. Oversight and Refinement: Utilize the Quality Workbench to monitor the AI's performance. You can review conversations, track resolution rates, identify questions that need better answers, and continuously refine the AI's knowledge and behavior to improve its effectiveness over time.

Core Features of Twig

• 24/7 AI Agents: Fully automated agents that handle Tier 1 support inquiries around the clock.
• Real-time Data Retrieval: Fetches user-specific data in real-time to provide personalized and accurate support.
• Agentic Capabilities (API Calling): Executes common support actions like looking up user data, processing requests, or triggering workflows via API.
• Intelligent Escalation: Automatically identifies inquiries that require human expertise and seamlessly escalates them.
• Multi-Channel Integration: Offers a web chat bot, browser plugin, and native apps for Zendesk, HelpScout, Gmail, and Outlook.
• Comprehensive Data Source Connectivity: Integrates with files, websites, Confluence, Jira, tickets, and a built-in knowledge base.
• Quality & Oversight Workbench: A dedicated interface to monitor, measure, and refine AI performance and answer quality.
• Enterprise-Grade Security: SOC 2 certified with support for Google SSO and Enterprise SSO for secure access.
• AI Specialist Support: Higher-tier plans include dedicated AI specialists for onboarding, setup, and ongoing outcome management.

Use Cases for Twig

Twig is highly effective across various industries and scenarios:

• B2B SaaS Companies: Automate technical support, answer questions about features and billing, and guide users through complex workflows, thereby improving customer retention.
• FinTech & Financial Services: Provide instant, secure support for customers in lending, payments, and banking, answering queries about transactions, account details, and application statuses.
• Ticket Deflection: Implement the AI chat bot on help centers to provide instant answers, deflecting up to 60% of common questions before they become support tickets.
• Support Agent Augmentation: Acts as a co-pilot for human agents, researching and drafting responses in seconds, reducing ticket handling time by 50%.
• Customer Onboarding: Proactively assist new users by answering their initial questions and guiding them through the product, ensuring a smoother onboarding experience.

Advantages of Twig

Twig offers significant advantages over traditional chatbots and in-house solutions:

• Drastic Efficiency Gains: Trusted by over 1,200 support agents, Twig can double a team's support capacity within three months.
• Enhanced Customer Satisfaction: Instant, 24/7 support leads to faster resolutions and higher customer satisfaction and loyalty.
• Scalable Infrastructure: Built for growth, allowing businesses to scale their support operations without a proportional increase in headcount.
• Accuracy and Traceability: Utilizes Retrieval Augmented Generation (RAG) to provide fact-based, traceable responses, minimizing AI 'hallucinations'.
• Human-Centric Control: Provides robust tools for support teams to oversee, edit, and refine AI behavior without needing engineering resources.

Pricing and Plans

Twig offers a flexible, tiered pricing structure with a free trial available.

• Self Serve Plan: Priced at $19/month per seat. This plan includes 100 AI resolutions per month and full platform access, ideal for individuals or small teams who prefer to manage the setup themselves.
• Managed Onboarding Plan: Priced at $499/month for unlimited seats. It includes 1,000 AI resolutions per month and a dedicated AI Specialist to handle the initial data setup and AI agent configuration for quick results.
• Managed Outcome Plan: Priced at $999/month for unlimited seats. This premium plan includes 2,000 AI resolutions per month and 5 hours per week of an AI Specialist's time dedicated to managing and improving answer quality to drive specific business outcomes.
• Additional AI resolutions can be purchased at $0.99/resolution for the Self Serve plan and $0.50/resolution for the managed plans.