AI ASSISTANTS · SUPPORT AI

Give routine questions a reliable path to an approved answer.

Support AI can answer approved, non-sensitive questions from a maintained knowledge base and route anything sensitive, account-specific, or uncertain to a human.

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Your firm approves the audience, knowledge, channels, consent rules, escalation triggers, and stop conditions. Sensitive, account-specific, or judgment-based questions go to a human.
SUPPORT ROUTING ILLUSTRATIVE · CONFIGURABLE ROLE
AI ROLERESOLVED
01QUESTION
02ANSWER
03CONTEXT
04HUMAN
SOURCEGrowth CRM recordSTATUSConfigured per firm
THE TIME LEAK

The same questions, over and over, eating hours you don't have.

There's a leak that doesn't cost you clients — it costs you billable hours. A steady drip of routine questions pulls partners and staff out of focused tax preparation or client advisory work all day: where to upload 1099s, how to access the portal, what's needed for an onboarding appointment, what your filing-season drop-off hours are. Individually trivial; collectively, a severe operational drain that compounds during deadline crunches. And when nobody's free to answer after hours, the question waits, and so does the client.

Support AI absorbs the routine administrative load so your team's focus stays on high-value client advisory and complex technical work only they can deliver.

HOW IT WORKS

Answers approved routine questions. Routes uncertainty and sensitive matters.

Support AI can be configured around a knowledge base you approve — your services, process, document requirements, hours, policies, and common non-sensitive questions. On supported website chat and text channels, it responds within the implemented provider’s availability and routes sensitive, uncertain, or account-specific matters to your team with context.

Escalation model (decision chart):

See where AI stops and a person takes over. Approved routine question → answer from the approved knowledge base → resolved or follow-up; unknown, sensitive, account-specific, urgent, or professional-judgment question → stop automated answer → capture context → route to the designated human with priority and ownership. → See the Escalation Model → (#escalation-model)

INBOUND SIGNALCONNECTED CRM FLOW
01Understand contextCRM READ
02Take the approved actionWORKFLOW
03Log the outcomeCRM WRITE
04Escalate when judgment is neededHUMAN
WHAT POWERS IT

Conversation AI on an approved knowledge base.

Support AI can use Conversation AI across supported web chat and SMS channels, an approved and maintained knowledge base, and routing and escalation workflows. It is configured to answer only in-scope questions; uncertain or sensitive matters escalate with context. Availability and handoff timing depend on the implemented provider and workflow.

01APPROVED KNOWLEDGE
02CHANNEL & CONSENT RULES
03CRM CONTEXT
04HUMAN APPROVALS
05ESCALATION & STOP CONDITIONS
WHAT IT DOES, CONCRETELY

Configured capabilities for SUPPORT AI.

When enabled and tested for the approved audience, channels, permissions, and stop rules, this role can perform the actions below.

01
Answers approved, non-sensitive questions on configured channels
02
Works on your website chat and inbound text
03
Draws only from a knowledge base you approve
04
Explains your process, document needs, hours, and policies
05
Deflects routine FAQs so your team isn't interrupted
06
Routes anything sensitive or account-specific to a human
07
Hands off with full conversation context captured
08
Escalates questions outside its approved knowledge or confidence rules
09
Logs supported interactions to your CRM
HUMAN CONTROL

Automation where it helps. A clean handoff where judgment begins.

The workflow is configured around eligible audiences, consent and suppression rules, approved knowledge, allowed actions, escalation conditions, and explicit stop conditions.

AI OWNSSpeed, consistency, logging, and approved follow-up.
HUMAN OWNSSensitive, professional, account-specific, and exception decisions.
PRACTICE READINESS DIAGNOSTIC

Benchmark Your Firm's Intake & Follow-Up Leaks

Before configuring SUPPORT AI, see how your practice currently scores on lead response speed, front-desk capture, and proposal follow-through.

Take the 60-Second Scorecard →Run 360° Digital Audit
BETTER TOGETHER

Support AI clears the routine. These do the rest.

HANDOFF 01
Reception AI — handles new-prospect intake and booking, while Support AI handles the routine questions. Meet Reception AI →
HANDOFF 02
Bookings AI — when a routine question turns into a booking, Support AI hands off cleanly. Meet Bookings AI →
HANDOFF 03
Review AI — a fast, helpful answer is a good moment to earn a five-star. Meet Review AI →
QUESTIONS PRACTICES ASK

Questions practices ask before putting this role to work.

Clear answers on operational boundaries, CRM integration, and firm-controlled workflows.

See all questions →
What can an AI support assistant handle for a financial practice?

Support AI can answer approved general, non-sensitive questions from a verified knowledge base on configured channels. Account-specific, sensitive, ambiguous, or professional questions route to a human under explicit rules. Channel availability, answer scope, escalation context, and operating hours are verified during implementation.

Will it talk to my clients about their accounts or taxes?

No. Support AI answers only general, non-sensitive questions from an approved knowledge base. Anything account-specific, sensitive, or requiring professional judgment is escalated to a human immediately, and existing-client communication stays human unless your firm opts in.

What if it doesn't know the answer?

It doesn't guess. When a question falls outside its approved knowledge base, Support AI hands the conversation to a human with the full context already captured — so the client gets a correct answer from your team, not a made-up one from a bot.

How is this different from Reception AI?

Reception AI focuses on new-prospect intake — answering calls, qualifying, and booking consultations. Support AI focuses on answering routine questions and deflecting FAQs. They can run together on one CRM, each covering a different kind of conversation.

How can it reduce the load on my staff?

By handling approved, repetitive questions and escalating the rest with context, Support AI can reduce avoidable interruptions. The impact depends on question volume, knowledge-base coverage, and the escalation design; your team keeps control of anything requiring expertise or judgment.

START WITH ONE USEFUL ROLE

Give your team their focus back.

Book a 20-minute strategy call and we'll map how Support AI would absorb the routine questions and route the sensitive ones to your team — whether or not we work together.

Book a Free Strategy Call →Test Reception AI
No pressure. No obligation. A plan you can use either way.