Secure AI Agent · Customer Service
AI applied to
customer service
A specialist configured to classify tickets, draft replies based on your help center, and summarize conversations within the rules and permissions defined by your company.
Companies that trust UPX
Capabilities
What the Customer Service Agent
can do
Main areas of work for the Customer Service AI Agent in your operation.
Ticket classification
Identify subject, urgency, and the right queue for each incoming ticket.
Sourced answers
Search the help center and draft replies with the source indicated.
Conversation summary
Condense long histories for whoever takes over the conversation.
Satisfaction analysis
Read ratings and comments and group the main causes.
Queue triage
Organize what is pending and flag what needs priority.
Operational queries
Answer the team's questions based on authorized data.
Skills
Capabilities that compose the specialist
Skills add specific capabilities to the Secure AI Agent according to the processes it needs to execute.
- Ticket classification
- Identifies subject, urgency, and the right queue for each ticket.
- Knowledge base answers
- Searches the help center and drafts replies with the source indicated.
- Conversation summary
- Condenses long histories into objective summaries.
How it worksFrom ticket to reply,
From ticket to reply,
with review at every step
Connect your channels, define what the agent can do, and let triage and drafting happen within your operation's limits.
- Connect channels and the help center
- The agent works where customers already reach you.Connect the ticketing platform, conversation channels, and help center so the Secure AI Agent has access only to what it needs to execute each task.
- Ask for the work
- Talk to the agent in natural language.Request a triage, a summary, or a draft reply through the available channels. The agent understands the context, applies the configured skills, and follows the rules defined by your company.
- The agent prepares. The team sends.
- From request to reply, with control.The agent queries the knowledge base, classifies, and drafts within the defined permissions. Sending to the customer and closing the ticket stay with the agent on duty.
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Integrations
Connected to the tools that are part of your support operation
The Customer Service AI Agent can query information and run tasks in the systems your team already uses.
Flow
What goes in,
what the agent does, and what comes out
From the raw ticket to a prepared reply, following your company's rules and permissions.
Inputs
- TicketTicket
- HistoryThread
- Help centerArticles
Processing
Secure AI Agent
Processing the task
- Read
- Classify
- Search knowledge baserunning
- Draft
Skill appliedRules checked
Output
Completed
Reply prepared
- Ticket classified
- Answer source indicated
- Draft ready for review
Control
You define how far the Agent can act
Different actions can operate with different autonomy levels, always within your company's rules.
- 1
Query
Reads the ticket and answers with the source.
- 2
Prepare
Classifies and drafts the reply.
- 3
Request review
Waits for validation from the agent on duty.
- 4
Execute
Performs the action within the defined limits.
Levels are configured per type of action, according to each company's policy. What goes out to the customer can require review before sending.
Get started
Put a Secure AI Agent to work.
Start on the platform or choose the plan that fits the pace of your operation.
Security and compliance
Security that can be verified.
Certifications and attestations
UPX maintains SOC 2 Type II and ISO 27001, with independent audit over its information security controls.
Privacy and regulation
- LGPD
- Operations follow Brazil's Law 13.709/2018. In AI Agent contracts, UPX acts as data processor; the legal basis remains with your company.
- Zero Data Retention
- A product policy, not a certification: with compatible providers and configurations, processed content is not retained after execution.
- Retention and deletion
- The retention policy is defined by contract. Once the contract ends, data is deleted within the agreed period.
Frequently asked questions
Common questions about the Customer Service Agent
What support teams usually ask before putting an agent to work.
Does the agent reply to customers on its own?
It depends on your setup. By default it prepares the draft and the team reviews before sending. Low-risk replies can go out directly, and sensitive actions still require sign-off from an authorized person.Does it make up answers when it does not know?
No. Answers are built from your help center and come with the source indicated. When it cannot find a basis, the agent flags the gap instead of filling it with a guess.Does it connect to the platform we already use?
Yes. The agent works in the systems your team already uses, such as Zendesk, Freshdesk, Intercom, WhatsApp, and Slack. Permissions define what it can query and where it can execute actions.Is customer data used to train models?
No. Content processed by Secure AI Agents is not used to train UPX models or third-party models.What happens to a case it cannot solve?
The agent routes it to the right queue with a summarized history and the context of what was already checked, so the person can take over without rereading the whole thread.Can we audit what the agent did?
Yes. Every action is logged: what was queried, what was proposed, when, in which system, and under which permission. The history stays available for review and auditing.How long does it take to go live?
It depends on the systems involved and your operating rules. The starting point is mapping the most frequent ticket types and configuring the agent for those, expanding the scope as results come in.
Secure AI Agent
Bring a Secure AI Agent to your support operation
Talk to our specialists and see how to adapt this AI Agent to your processes, systems, and needs.