MaiAgent Serve Overview

MaiAgent Serve brings AI that understands your company to every customer touchpoint: websites, messaging apps, and phone calls share the same AI assistant and knowledge, serving customers 24/7 and han

Make every conversation a better service experience.

MaiAgent Serve brings AI that understands your company to every customer touchpoint. Your website, LINE, Messenger, and other channels can share the same AI assistant, knowledge, and rules. AI serves customers around the clock and hands conversations off to human support agents when human help is needed.

Products

Text Support

Connect the same AI assistant to your website, LINE, FB Messenger, Instagram, WhatsApp, Email, and other channels to answer FAQs, look up information, and hand off to humans when needed.

Voice Support

An AI assistant answers incoming phone calls by voice. Connect SIP lines and assign numbers; call records and transcripts are saved in the admin console.

Support Copilot

AI automatically generates suggested replies to incoming messages for human support agents to use, making response quality more consistent.

One AI Assistant, Many Channels

What You Want to Do	Where to Look
Choose which channels to connect	Connect Conversation Platforms
Embed an AI assistant on your website	Web Chat Overview, Connect Conversation Platforms: Website
Have an AI assistant answer phone calls	Phone Support (Call Center): Configure SIP trunks and numbers, and view call history
Connect messaging apps	LINE, FB Messenger, Instagram, WhatsApp, Telegram, Email
Adjust the chat window's appearance and features	Conversation Platform Settings Overview
Identify customers who contact you	Contacts
Send conversation events to your own system	Webhook

AI and Human Collaboration

• Human Handoff Settings: Configure handoff conditions, messages, service hours, and assignment methods.

• Human Support Takeover and Replies: Support agents take over conversations in the admin console, reply, and hand them back to AI.

• All Conversations Features: View conversation records across channels and step in to reply when needed.

Continuously Improve Service Quality

• AI Support Quality Management: Help support managers understand quality scores, find conversations with incorrect answers, and fix them.

• Conversation Platform Analytics, Inbox Search: Identify frequently asked customer questions from conversation records.

A Common Starting Point: Text Support

1

Prepare a Set of Frequently Asked Questions

Organize the questions your support team answers most often into FAQs and knowledge base documents for the AI assistant to use as the basis for its answers.

2

Connect One Channel First

Launch on a channel your customers use most, such as your website's Web Chat or your LINE official account, and configure Human Handoff.

3

Validate with Real Questions, Then Expand

Check answer quality using real customer questions, then connect other channels once quality is stable. The same AI assistant can serve multiple channels at once.

Use Cases

• Text Support: Regulatory information assistant, product information assistant

• Voice Support: IVR intent recognition, voice call summaries, voice call quality reviews

For the support AI assistant's role instructions, knowledge base, and tool settings, see MaiAgent Build Overview. To embed Web Chat into your product programmatically, see Web Chat Embedding and SDK in the technical manual.