Support tickets don’t arrive during business hours. They show up at 2 AM. On weekends. During holidays. And your customers expect answers regardless.
Hiring enough people to cover 24/7 support costs a fortune. But ignoring after-hours inquiries costs you customers. By 2025, AI is expected to handle 95% of all customer interactions, and companies that haven’t automated are scrambling to catch up.
The Customer Support Assistant from SmythOS provides round-the-clock support by pulling answers from your documentation and past support conversations.
This video demonstrates the complete setup, from creating knowledge bases to deploying on Discord, Slack, or other platforms your customers actually use.
What This Template Does Differently
The Customer Support Assistant doesn’t just answer questions; It thinks before responding.
When a customer asks a question, the agent searches your knowledge base (documentation pages, PDFs, help articles, etc.) for relevant information. But here’s where it gets smart. Before giving a final answer, it often asks clarifying questions to make sure it understands the actual problem.
You can also feed it historical support conversations. This means the agent learns from how your team has handled similar issues before. It picks up on the nuances, the common follow-ups, the edge cases that aren’t in your documentation.
The responses include references. When the agent answers based on a specific doc page, it provides a link so customers can read more if they want. This builds trust because people can verify the information themselves.
Setting Up Your Knowledge Foundation
The setup revolves around data spaces. Think of these as containers where you organize all the information the agent can access.
For your primary knowledge base, create a data space and add your documentation sources. This includes help center articles, product guides, FAQs, technical documentation, and policy pages. The agent indexes everything and can search through it instantly when questions come in.
The optional second data space holds support history. If you have transcripts from past support conversations, upload them here. The agent uses these to understand how your team typically handles certain situations, what follow-up questions people ask, and how to explain complex topics in ways that actually help.
Why This Actually Matters
Traditional support means hiring people for every timezone, training them on your entire product, hoping they remember to check the latest documentation updates, and dealing with burnout from repetitive questions.
Support leaders can finally scale without proportionally scaling headcount. Product teams can update documentation knowing the agent will immediately use the new information. Customers get consistent, accurate answers whether they ask on Tuesday afternoon or Saturday night.
The Smyth Runtime Environment (SRE) enables this reliability. When your Customer Support Assistant uses SRE, it streamlines the process of finding information and creating responses, all in one. It safeguards customer data and conversation history while keeping context across support interactions. Additionally, it connects your documentation to any communication platform.
This works with SmythOS Studio for customizing your agent’s behavior and knowledge sources, deploys on SRE for production-grade reliability, and scales from handling dozens to thousands of support requests daily.
The Bottom Line
Your customers already expect automated support. The question is whether yours actually works.
The Customer Support Assistant provides intelligent, documented, always-on support without forcing you to maintain complex infrastructure or hire overnight shifts. Stop losing customers to slow response times.
Ready to automate your support? Star the SmythOS GitHub repo to stay updated on new templates.
Join the Discord community to see the agent in action.
Try SmythOS Studio to customize this template.
Check out SmythOS Academy for free courses on building support agents.
Your customers deserve answers whenever they need them. Give them that experience.