Overview
TikoChat is an AI-powered customer support and helpdesk platform designed to automate, scale, and enhance customer interactions across web chat, messaging apps, and voice channels. Built for modern businesses, TikoChat combines conversational AI, knowledge retrieval, and workflow automation to deliver fast, accurate, and consistent support — 24/7.
Unlike traditional chatbots, TikoChat operates as an AI-first support agent, capable of understanding context, handling complex conversations, and seamlessly escalating to human agents when needed.
The Problem
Customer support teams face increasing pressure:
- Growing volumes of repetitive inquiries
- High response-time expectations
- Fragmented knowledge bases
- Expensive and hard-to-scale human support
Conventional rule-based bots fail to understand real customer intent, while fully human support does not scale efficiently.
TikoChat was created to bridge the gap between automation and human-level understanding.
Solution
TikoChat acts as a unified AI support layer that integrates with existing systems and channels, providing intelligent responses grounded in real business knowledge.
Key Capabilities
🔹 AI-Powered Conversational Support
Uses large language models fine-tuned for customer support to understand intent, maintain context, and provide accurate, natural responses.
🔹 Knowledge-Aware Responses
Connects directly to company documentation, FAQs, databases, and APIs — ensuring responses are always accurate and up to date.
🔹 Multi-Channel Deployment
Deploy once, support everywhere:
- Website live chat
- WhatsApp, Telegram, Instagram
- Email and ticketing systems
- Voice and telephony integrations
🔹 Smart Ticketing & Escalation
Automatically creates, updates, and routes tickets when human intervention is required — with full conversation context preserved.
🔹 Custom AI Personalities
Each TikoChat instance is tailored to the brand tone, policies, and workflows of the client — not a generic chatbot.
Technical Architecture Highlights
- LLM-based dialogue engine with prompt engineering and retrieval augmentation
- Hybrid RAG pipelines for structured and unstructured knowledge
- Vector databases for semantic retrieval
- Multi-language support
- On-premise or private-cloud deployment for data-sensitive clients
- Analytics and conversation logging for continuous improvement
TikoChat is designed to integrate seamlessly with CRMs, ERPs, and internal business systems.
Impact & Results
Organizations using TikoChat achieve:
- Significant reduction in first-response time
- Automation of repetitive support requests
- Improved customer satisfaction and consistency
- Lower operational support costs
- Scalable support without proportional headcount growth
TikoChat enables businesses to support more customers, better, with less effort.
Use Cases
- Customer support and helpdesk automation
- Sales pre-qualification and lead handling
- Internal IT and HR support
- E-commerce order tracking and FAQs
- SaaS onboarding and user assistance
Future Roadmap
Planned enhancements include:
- Voice-first AI support agents
- Proactive customer outreach
- Deeper CRM and ERP automation
- Advanced sentiment and churn detection
TikoChat represents Donusoft’s vision for scalable, intelligent, and human-like customer support powered by AI.
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