AI Customer Support Platform: Chatbots, Knowledge Base, Live Chat and Calls

Most customer questions are the same twenty questions. An AI assistant can answer those instantly, in Arabic and English, around the clock — but only if it answers from your own knowledge, admits when it does not know, and hands the customer to a person the moment it should. That is what we build: a complete support platform, not a chatbot on its own.

What the platform includes

• An assistant grounded in your knowledge (RAG). It searches your approved documents — policies, price lists, manuals, FAQs — and answers from them, citing where the answer came from. When nothing it finds is good enough, it says so instead of guessing.
• One inbox for every channel. Website chat, WhatsApp, e-mail and social messages land in one place, with the full history of each customer.
• Hand-over to people. The assistant answers first; your team takes over whenever a customer asks, when confidence is low, or when a topic is on your “always a person” list — with the conversation so far attached.
• Staff apps and presence. Agents work from the browser or the iOS and Android apps, with online status, assignments, notes and 2FA logins.
• Voice. Calls to your UAE phone number can be answered by an AI voice agent or routed to your team, over a line from a licensed operator (e& or du). See the voice section below.
• Screen sharing. With the customer’s consent, your team can see their screen when that is quicker than describing a problem.
• Visual flows. Guided journeys — booking, order status, qualification questions — built in a drag-and-drop editor, with a hand-off to a person at any step.
• Reporting. Response times, resolution rates, what the assistant answered and what it handed over, so the knowledge base improves every week.

Voice calls and UAE telecom rules

In the UAE, voice carried over the internet is regulated: the Telecommunications and Digital Government Regulatory Authority (TDRA) licenses e& and du to provide it, and others may do so only in collaboration with them or with TDRA approval. So the voice side of the platform runs on a UAE number and line from e& or du. Calling from inside a website or app is enabled only where the operator or TDRA confirms it is permitted for your case — we check before building it, not after. Call recording starts only after the caller has been told and has agreed.

Built on open-source software you control

We assemble proven open-source components rather than lock you into a proprietary platform: an established support inbox for chat, WhatsApp and e-mail; a real-time media server for voice and screen sharing; a vector database for the knowledge search; and the AI model of your choice. Each runs on servers you control, and the conversation data stays in your database.

Choosing the AI model

• A hosted AI service — quickest to start; conversations are processed by the provider under its terms.
• An open-weight model on your own server — the model runs on hardware you control, so questions and answers never leave it. Open models with Arabic support include Jais 2, developed in the UAE, and Qwen3. See dedicated and GPU servers.

We tell you in writing which model processes which data, and where, before anything goes live. Some sectors have firmer rules: health information must by default be stored and processed inside the UAE, and banks need Central Bank approval and the customer’s consent to send confidential data abroad — for those, everything stays in-country.

Agents that act — with guard-rails

Customer-facing assistants answer and look things up; they do not improvise. For internal work — drafting replies for your team, summarising tickets, updating the knowledge base — more autonomous AI agents can help, running on your own systems and only with the permissions you grant. We keep the two separate on purpose: nothing reaches a customer that your rules have not allowed.

Where Hermes Agent and AstrBot fit

• Hermes Agent (Nous Research, open source) is a self-hosted agent that uses tools, keeps memory and learns new skills. It is a strong assistant for your staff on internal channels. We do not put it in front of customers, and we do not connect it to a business WhatsApp number: its WhatsApp link automates WhatsApp Web rather than using the official Business Platform.
• AstrBot (open source) connects an AI assistant with a knowledge base to Telegram, Slack, Discord and similar messengers. It suits community and internal channels. It does not support WhatsApp and has no human-agent inbox, so customer support runs on the platform above.

Security and privacy

• Individual logins with two-factor authentication and roles; no shared passwords.
• Consent shown to the customer before any call or screen share, and recorded.
• A retention period for chats and recordings that you set, with deletion on request.
• Encryption in transit everywhere; keys kept out of code.
• Hosting in the country and facility you choose — including UAE cloud regions.

How it starts

• 1. Your top questions. We take real enquiries and decide what the assistant should answer and what always goes to a person.
• 2. Website chat first. The inbox and assistant go live on your website, where it is easy to watch and correct.
• 3. Weekly review. Transcripts reviewed with you until the answers are right.
• 4. Add channels. WhatsApp, e-mail, voice and your apps, one at a time.

Related: IVR and call automation for your phone lines, and sales automation for what happens to the leads.

Talk to us

Tell us what you need and where you operate. We reply within one business day.