Customer support automation — hand repetitive questions to voice

Deflect repetitive questions at the source

A large share of any support queue is questions that already have a documented answer. RAQS absorbs that load before it ever reaches the queue: the visitor taps the on-page orb or a 3D mascot, asks in natural language, and hears the answer spoken back within seconds. No typing, no hunting for the right FAQ heading, no contact form to fill out.

This is the most direct payoff of customer support automation: low-complexity but high-volume questions like 'where is my order', 'how many days do I have to return', or 'how do I reset my password' get resolved without ever reaching a human agent. Agents then spend their time on the cases that genuinely need human judgement and create value.

Answers only from your policies and help content

The biggest risk in a support assistant is giving the customer wrong information. RAQS does not make things up: it builds answers only from your knowledge base. You feed it in three ways — crawl your site (sitemap and pages; JavaScript-rendered single-page apps are processed with a headless browser so they aren't left blank, clean text is extracted with trafilatura, and robots.txt is respected), paste help text or FAQs directly, or upload PDF, Word, TXT, MD or CSV files.

All of that content is chunked, embedded with an Azure model (text-embedding-3-small) and stored in pgvector. When a question comes in, a hybrid search runs: semantic vector search is fused with Postgres full-text keyword search using RRF, and a similarity threshold drops irrelevant results. When someone asks something your policies don't cover, the assistant doesn't invent an answer; it stays honest and says 'I don't have information on that.' That is the key to avoiding wrong commitments on sensitive topics like return conditions, warranty periods, or GDPR.

24/7 voice support — night, weekend, peak hours alike

Customers don't only ask questions during business hours. The biggest value of FAQ automation is that it works while your team sleeps. RAQS answers the midnight 'when will my order arrive' and the weekend 'is your store open today' with the same quality.

The voice layer runs over a low-latency realtime transport (LiveKit); speech-to-text and text-to-speech use Azure Speech, while understanding and reply generation use an Azure OpenAI gpt-4o-mini brain (a Pipecat pipeline). You can interrupt the assistant mid-sentence and ask a new question (barge-in); the conversation flows naturally. Turkish and English are supported, and the assistant's voice, tone, name and persona are configured from the dashboard — so you build a support assistant that matches your brand's voice.

Hands off to an agent without losing context

A good support assistant knows its limits. When a question falls outside the assistant's knowledge base, when the visitor explicitly asks to talk to a human, or when the topic touches a sensitive operation, RAQS doesn't force it. Instead it guides the visitor to the right contact page or support form: it 'sees' the page and moves the visitor toward the support step with a real action — 'let me take you there.'

Sensitive operations such as payment, account changes or deletion are never triggered silently; they require explicit user confirmation — a smart safety layer is in place. So the assistant resolves simple questions itself and leaves complex or risky cases to a human agent with a clean hand-off. The visitor doesn't have to retell the whole story from scratch; the conversation is routed to the right channel with its context.

Review conversations, close knowledge-base gaps

Customer support automation isn't set-and-forget; it's a loop that keeps improving. From the dashboard you review every conversation and see which questions the assistant resolved and which ones it answered with 'I don't know.' The unanswered questions are a map of the real gaps in your knowledge base: you add that topic to your help content or re-crawl your site, and the assistant answers it next time.

Adding sites, managing the knowledge base (crawl depth, re-crawl, file upload), setting allowed domains, and choosing a mascot and persona are all done from the dashboard. In the multi-tenant architecture each customer's data is isolated with row-level security (RLS); the crawler is SSRF-guarded; an origin allowlist and Cloudflare Turnstile block abuse. Infrastructure is hosted in Azure's EU region and is designed with KVKK and GDPR in mind.

Setup: one line of code, live in minutes

Taking the support assistant live is not an integration project. From the dashboard you add your site, crawl your knowledge base or upload your help content, and choose the assistant's language and voice; then you drop the single <script> line below onto your site. Within a few minutes your visitors start talking to your site. Pricing is pay-as-you-go usage plus a base plan; you can start with a free trial, and hosting is managed for you.

<script async src="https://raqs.ai/v1/raqs.js"
  data-raqs="YOUR_SITE_KEY"></script>