What Twig Does

Twig is an autonomous AI support platform that handles customer service tickets end-to-end, resolving up to 80% of inquiries without human intervention. The platform deploys AI agents—like Sera, Twig's AI front desk—that answer questions, qualify leads, book meetings, and convert visitors across chat, video, and voice channels. Trained on your business documentation, these agents understand context, pull customer history, and execute actions like issuing refunds or scheduling appointments in under 30 seconds.

Who It's For

Twig is built for customer experience teams in SaaS, fintech, insurance, lending, e-commerce, and professional services who are drowning in repetitive tickets. Support agents use Twig to offload routine L1 work, CX leaders deploy it to cut costs and improve response times, and end users get instant, accurate answers without waiting in queues.

Key Features & Capabilities

• Autonomous Resolution: Handles billing disputes, technical troubleshooting, refunds, and escalations independently with 90%+ confidence checks
• Multi-Channel Support: Works across chat, video, voice, email, and browser extensions
• 30+ Integrations: Connects to Zendesk, HelpScout, Confluence, Jira, and other support stacks in under 30 minutes
• Hybrid Inbox: AI drafts responses in 6 seconds; human agents review and send, cutting ticket time by 50%
• Quality Assurance: Built-in self-evaluation checks answer accuracy before sending; automatic escalation when confidence is low
• Real-Time Training: Ingests docs, tickets, and SOPs without manual tagging; improves daily from interactions

Typical Workflows

A customer reports a duplicate charge. Twig's agent identifies the issue, pulls billing history, confirms the duplicate transaction, initiates a refund, and notifies the customer—all in 28 seconds. For complex issues, the agent escalates to a human with full context and a drafted response. Support teams review AI-generated answers, make edits if needed, and send, reducing handling time by half.

Results & Differentiation

Customers see 90% faster first response times, 70% autonomous resolution rates, and 40% lower support costs. Teams of 20 save approximately $125K annually. Unlike platforms that start at $95K/year, Twig offers a free tier with 100 AI answers per month and requires no credit card to start. The platform is SOC 2 Type II certified and deploys in under 30 minutes, making enterprise-grade AI support accessible to teams of any size.