Aide

What Aide does

Aide is a governed agentic AI platform designed for customer experience, enabling teams and AI agents to collaborate effectively. It resolves customer issues end-to-end within existing helpdesks and continuously improves operations. Aide helps companies deliver faster, more reliable customer experiences, reduce service costs, and free human teams for more complex tasks. The platform goes live quickly, mapping operations from conversation history, and allows teams to deploy customer agents one intent at a time, with testing before going live. The Agent Governance Engine ensures AI agents act only on approved actions, providing transparency and trust. Through Continuous Learning, Aide gets smarter over time, with topic detection, automation refinement, and conversation data building a compounding advantage.

Products

• AI AgentsAutomate support by deploying AI agents across support platforms and CRMs to automate conversations and execute actions with precision and control. Integrates with backend systems via MCP or API to gather customer information. Includes a simulated testing environment for rigorous agent training. Seamlessly hands off complex conversations to human agents.
• CopilotAccelerates human agents with AI assistance. Automatically identifies ticket topics and surfaces relevant guidance, reducing context-finding time. Automatically tags tickets with relevant topics for better reporting and SOP access. Suggests responses by analyzing similar past tickets or help articles. Centralizes knowledge base for consistent handling of issues.
• WorkflowsDetects automatable issues and allows building workflows to handle them based on customer data. Provides an automation blueprint by analyzing historical conversations, ranking topics by volume and complexity. Supports conditional workflows triggered by customer data. Enables setting up actions like routing, tagging, and connecting tools via APIs.
• Insights & ReportsProvides a holistic view of customer conversations by automatically categorizing questions into topics. Pinpoints areas for improvement by summarizing and analyzing conversations to reveal customer pain points.
• Agent Governance EngineEnsures AI agents act only when certain and within pre-approved procedures. Every action is logged for audit and every intent is tested on real conversations before going live. Escalates uncertain cases to human teams.
• ChatbotResolves conversations before they reach human teams. Customizable tone and identity, reads customer information, uses help articles, store products, workflows, and past conversations. Suggested actions are available.

Key capabilities

• Agentic AI for customer experience
• Governed AI platform
• End-to-end issue resolution
• Continuous operational improvement
• Fast deployment (days, not weeks)
• Agent Governance Engine
• Continuous Learning
• Simulated testing environment for agents
• Seamless human hand-off for complex issues
• Data retrieval for context (MCP/API)
• AI assistance for human agents (Copilot)
• Smart tagging for tickets
• AI-generated response suggestions
• Centralized knowledge base
• Automated workflow building
• Automation blueprint generation
• Conditional automations
• Automated actions (routing, tagging, API connections)
• Holistic view of customer conversations
• Topic detection and text classification
• Customer insights and analytics
• Model feedback and oversight
• Impact estimation for automation
• Backlog processing
• Agent productivity tools
• Draft contextual answers
• Suggest responses with confidence
• Retrieve relevant help center articles
• Customize chatbot tone and identity
• Read customer information for chatbots
• Use help articles for chatbots
• Use store products for chatbots
• Use workflows for chatbots
• Use past conversations for chatbots
• Suggested actions for chatbots
• Add chatbot to website
• Add chatbot to online store
• SLA guarantees
• Compliance support (HIPAA, SOC2, GDPR)
• Custom AI configuration
• Dedicated engineering support
• Executive business reviews
• Volume-based pricing
• Unlimited seats
• Dedicated onboarding
• Monthly performance reviews with automation recommendations
• Priority support
• Custom workflow builds
• Weekly syncs with Aide CX team
• Quarterly business reviews with ROI reporting
• Dedicated account lead
• Custom reporting dashboards
• API access
• Advanced integrations
• 100+ languages supported natively

Use cases

• Automating customer support conversations
• Executing actions in support platforms and CRMs
• Refining agent capabilities before going live
• Seamlessly handing off complex conversations to human agents
• Gathering customer information for conversation context
• Accelerating human agents with AI assistance
• Identifying ticket topics automatically
• Surfacing relevant guidance to human agents
• Reducing time agents spend figuring out context
• Automatically tagging tickets with relevant topics
• Generating accurate AI responses for agents
• Ensuring consistency with defined SOPs
• Detecting automatable issues
• Building workflows to handle issues based on customer data
• Prioritizing high-impact repetitive work for automation
• Applying the right automation based on unique cases (conditional workflows)
• Routing tickets automatically
• Setting tags automatically
• Connecting tools with APIs for seamless workflows
• Gaining a holistic view of customer interactions
• Categorizing customer questions into topics
• Identifying key pain points for customers
• Pinpointing areas for improvement by analyzing conversations
• Resolving disputes in financial services
• Handling fraud and account security inquiries
• Managing payments and autopay
• Assisting with hardship cases
• Providing statements and documents
• Managing contact controls
• Handling account access issues
• Checking application status
• Responding to balance inquiries
• Addressing fee inquiries
• Updating payment methods
• Resolving failed payments
• Checking claims status
• Handling credit reporting inquiries
• Managing attorney and third-party routing
• Resolving 'Where is my order?' (WISMO) inquiries
• Processing address changes
• Handling order cancellations
• Managing returns and exchanges
• Answering product questions
• Managing peak season support volume
• Putting orders on hold
• Upgrading shipping
• Flagging damaged items
• Resolving tickets in e-commerce
• Updating customer records in e-commerce
• Handling billing and seats inquiries in B2B SaaS
• Answering 'How-do-I' questions in B2B SaaS
• Triage bug reports in B2B SaaS
• Managing account requests in B2B SaaS
• Handling subscription changes in B2B SaaS
• Resolving password and login issues in B2B SaaS
• Answering plan questions in B2B SaaS
• Filling ticket fields automatically
• Auto-tagging and routing tickets
• Managing order changes
• Intaking feature requests
• Triage backlog
• Intaking escalations
• Handling onboarding and trials in B2B SaaS
• Managing billing and subscriptions in B2B SaaS
• Handling API and integrations inquiries in B2B SaaS
• Detecting churn signals
• Processing invoice and receipt requests
• Providing renewal quotes
• Managing plan upgrades and downgrades
• Aggregating feature requests
• Root-cause reporting
• Following up on incidents
• Handling data exports and imports
• Managing permissions and provisioning
• Resolving status checks in logistics
• Providing quotes and rates in logistics
• Managing documents in logistics
• Handling exceptions and delays in logistics
• Addressing billing and D&D in logistics
• Coordinating with carriers and agents in logistics
• Managing check calls in logistics
• Scheduling appointments in logistics
• Processing booking changes in logistics
• Checking customs entry status
• Intaking claims in logistics
• Following up on AR in logistics
• Confirming rates in logistics
• Onboarding carriers in logistics
• Handling status requests in shared inboxes
• Managing booking changes in shared inboxes
• Handling handoffs and escalations in shared inboxes
• Managing ETA confirmations
• Resolving returns and refunds in shared inboxes
• Addressing billing questions in shared inboxes
• Updating contacts in shared inboxes
• Managing order holds in shared inboxes
• Triage backlog in shared inboxes
• Intaking escalations in shared inboxes

AI approach

Aide provides a governed agentic AI platform for customer experience. It uses AI agents to resolve customer issues end-to-end, automate workflows, and provide insights. The platform is powered by an Agent Governance Engine that ensures AI acts only when certain and escalates complex issues to human teams. It uses historical conversations to map operations, identify automatable issues, and continuously improve. The AI agents are trained and tested in a simulated environment before deployment. Aide emphasizes accuracy, compliance, and continuous learning, and aims to provide human-quality agentic customer experiences.

Tech named: Agentic AI, Agent Governance Engine, Continuous Learning, Topic Detection, Text Classification, Model Feedback And Oversight, Generative AI, Large Language AI Models

Industries served

• Artificial Intelligence
• Financial Services
• E-commerce
• Education
• Banking & Fintech Apps
• Consumer Lending & BNPL
• Mortgage & Auto Servicing
• Collections & Recovery
• Insurance Servicing
• Credit & Financial Wellness
• B2B SaaS
• Logistics
• Freight Brokers
• Forwarders & Customs
• 3PLs & Warehousing
• Agent-based Networks
• Supply-chain Back Offices
• Cross-border Operations
• Travel

What it says sets it apart

• Governed agentic AI platform: acts only when certain and on pre-approved procedures, with full logging for audit.
• Resolves customer issues end-to-end inside existing helpdesks.
• Continuously improves operations by analyzing conversation history.
• Fast time to value: goes live in days, not weeks, with no engineering required.
• High AI resolution rate (76%+ reported).
• 100% accuracy on actions taken, with escalation for uncertainty.
• 10x faster responses (seconds, day or night).
• Simulated testing environment for agents before deployment.
• Seamless human hand-off for complex or critical interactions.
• AI Copilot for human agents: identifies topics, surfaces guidance, suggests responses, and tags tickets.
• Automation blueprint generated from historical conversations.
• Conditional workflows based on customer data.
• Analyzes all customer conversations to identify key pain points and improvement areas.
• Platform compounds over time, getting smarter with use.
• Built for teams serious about building a durable AI foundation for CX.
• Guided strategic implementations for seamless adoption.
• Plans include unlimited seats.
• Compliance with SOC 2, HIPAA, and GDPR.
• AI agents act on live order data and execute changes in systems (e.g., Shopify for e-commerce).
• AI agents act on account context and execute changes in systems (e.g., billing systems for B2B SaaS).
• AI agents act on shipment context and execute changes in systems (e.g., TMS for logistics).
• Focus on real outcomes and measurable cost reduction, faster resolution, and compounding intelligence.
• Meets customers where they are, starting with existing operations, conversations, and knowledge bases.
• Obsession over accuracy and compliance in automated responses.
• Tools designed to amplify human agent expertise.
• Surfaces insights that drive better decisions and operational metrics.
• AI-native infrastructure for a compounding advantage in support.
• Ability to integrate with custom backend systems via API or MCP.