Helply

Product Introduction

1. Definition: Helply is an AI-powered customer support automation platform (technical category: conversational AI for enterprise support) that resolves end-to-end support conversations, executes real actions (e.g., refunds, invoice retrieval), integrates with help desks, and escalates complex issues with source citations.
2. Core Value Proposition: Helply eliminates repetitive Tier 1 support tickets through guaranteed AI resolution, reducing agent workload by 65% within 90 days. Its unique outcome-based pricing ("pay only for results") targets SaaS and e-commerce businesses seeking scalable, automated customer service.

Main Features

1. End-to-End Resolution Engine

   • How it works: Uses NLP and RAG (Retrieval-Augmented Generation) to parse user queries against synced knowledge bases (Notion, FAQs, help docs). Executes actions via API integrations (e.g., billing systems) to autonomously handle tasks like refunds or invoice generation.
   • Technologies: Fine-tuned LLMs (e.g., GPT-4 variants), real-time data sync with help desks (Zendesk, Freshdesk), and audit trails for compliance.

2. Gap Finder Analytics

   • How it works: Automatically analyzes historical support tickets to identify unanswered questions. Prioritizes knowledge gaps using clustering algorithms and provides actionable insights to update documentation.
   • Technologies: Unsupervised ML models for topic modeling, sentiment analysis, and trend detection.

3. Hallucination-Proof Escalation

   • How it works: When confidence thresholds are unmet, Helply creates support tickets with full conversation context, source citations, and attempted resolutions. Integrates natively with tools like Intercom or Zendesk.
   • Technologies: Confidence scoring via ensemble models, deterministic citation linking, and bi-directional help desk APIs.

4. Continuous Optimization Loop

   • How it works: Tracks resolution rates, surfaces frequent escalations, and recommends workflow tweaks. Includes a manual review dashboard to mark AI responses as helpful/unhelpful for retraining.
   • Technologies: Reinforcement learning (RLHF), A/B testing frameworks, and weekly performance analytics.

Problems Solved

1. Pain Points:

   • Repetitive Tier 1 Queries: Automates 70% of routine tasks (billing, plan changes).
   • Agent Burnout: Reduces ticket volume by 50%, freeing agents for complex issues.
   • Inconsistent Escalations: Eliminates AI hallucinations with cited handoffs.

2. Target Audience:

   • Support teams at scaling SaaS companies (e.g., Support Managers, Operations Directors).
   • E-commerce CX leaders handling high-volume refunds/inquiries.
   • Startups needing 24/7 support without hiring.

3. Use Cases:

   • Billing Automation: Self-service invoice retrieval, prorated charge explanations.
   • Plan Guidance: AI-driven upgrade/downgrade recommendations based on usage.
   • Refund Processing: Rule-based automatic reimbursements with audit trails.

Unique Advantages

1. Differentiation vs. Competitors:

   • Guaranteed Outcomes: 65% resolution rate in 90 days (vs. Zendesk/Freshdesk’s tool-only approach).
   • Real Actions: Executes tasks like refunds (unlike Chatbase’s Q&A-only bots).
   • VIP Onboarding: Dedicated AI engineer for workflow setup (absent in Intercom/Tidio).

2. Key Innovations:

   • Gap Finder™: Proactively identifies undocumented issues using ticket analytics.
   • Action Engine: API-driven task execution (e.g., Salesforce/Stripe integrations) with SOC 2/GDPR compliance.

Frequently Asked Questions (FAQ)

1. How does Helply guarantee a 65% AI resolution rate?
   Helply’s VIP program includes a dedicated engineer who configures workflows, trains models on your data, and iterates weekly. If resolution targets aren’t met in 90 days, you pay nothing.

2. Can Helply integrate with our existing help desk?
   Yes, Helply syncs bidirectionally with Zendesk, Freshdesk, Intercom, and others via APIs, maintaining full conversation context during escalations.

3. How does Helply prevent AI hallucinations in support replies?
   Responses are grounded in your knowledge base with source citations. For uncertain queries, it escalates with verbatim conversation logs and citation links.

4. What actions can Helply automate without human intervention?
   Key actions include processing refunds (via payment gateways), sending invoices, explaining plan changes, and checking subscription statuses using integrated APIs.

5. Is Helply suitable for enterprises with strict compliance needs?
   Yes, Helply is SOC 2 Type II and GDPR compliant, with data encryption, access controls, and on-premise deployment options.