Twig

• AI-driven knowledge retrieval from documentation, knowledge bases, help-desk tickets, and internal data
• Automated ticket triage, tagging, routing, and support draft generation
• 24/7 AI chatbots embeddable on website, help center, and API docs
• A hybrid inbox allowing human agent review and edits alongside AI answers
• Seamless integrations with common platforms (e.g., email clients, ticketing tools, CRMs)
• Response generation with citations and traceability — reduces hallucinations
• Customizable tone, answer style (short, long, bulleted), and data-source selection
• Synthetic data generation to improve answer coverage even with sparse ticket data
• Session memory and semantic caching for context-aware and consistent replies
• Analytics and quality-workbench to monitor AI performance, answer quality, and support metrics

Twig is a customer support AI platform built to help companies scale support operations by turning internal documentation, help center articles, support tickets, and other data sources into a robust AI-powered support layer. By ingesting all relevant company data — documentation, knowledge bases, ticket histories — Twig builds a private, custom knowledge corpus that its AI agents use to answer customer queries accurately and consistently. The platform uses a method known as Retrieval Augmented Generation (RAG) to ensure that answers are grounded in your own data rather than generic internet sources, reducing the risk of hallucinations and improving trust and reliability. 

Using Twig, support teams can automate repetitive tasks like ticket triage, tagging, and initial reply drafting. AI agents can draft responses in seconds by scanning thousands of docs, and human agents can review or edit them — combining speed with human oversight. The hybrid inbox and AI-assisted workflow aim to reduce response times and operational load, allowing support staff to focus on complex issues and higher-value tasks

Twig is flexible and integrates smoothly with existing tools such as CRMs, ticketing systems, email clients, and help-desk software. It also supports embedding chatbots on websites or product docs, enabling customers to get instant answers 24/7 without needing to open a ticket. This helps deflect common queries and reduce support volume. 

For complex workflows or custom needs, Twig provides a quality workbench, synthetic data generation, and detailed analytics. The quality workbench allows teams to fine-tune how AI generates responses, filter data sources, adjust answer style or tone, and retrain or refine the agent over time. Synthetic data generation helps ensure the AI can handle even low-density or sparse data sources by extrapolating likely question-answer pairs. 

Overall, Twig aims to deliver an intelligent, scalable, and enterprise-ready approach to customer support — reducing costs, improving response speed and consistency, and turning disparate company knowledge into a smart AI assistant for both customers and support teams.

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