1. What is Instant Support?
Instant Support is an autonomous AI-powered support solution that goes beyond answering questions. The solution understands the context of the request, retrieves relevant information, analyzes data, investigates possible causes, performs a diagnosis, and determines the best next action. When it can resolve the request, the AI can act autonomously. When specialist intervention is required, the case is forwarded with the context of the interaction, preventing the customer from having to explain what happened again.
2. Is Instant Support a chatbot?
Not exactly. A traditional chatbot is usually used to answer questions based on FAQs, articles, and previously configured flows.
Instant Support goes beyond this approach. It combines:
conversation context;
documentation and knowledge base;
information from the screen;
available account data;
settings;
interaction history;
diagnosis;
automation and action execution.
As a result, the goal is not simply to find an answer, but to understand what is happening and reach a resolution.
3. What is the difference between Instant Support and an AI that only answers questions?
The main difference lies in the objective of the support interaction.
A traditional AI might answer:
“See this article to learn how to configure the feature.”
Instant Support seeks to understand the customer’s situation and investigate why something is not working.
The logic shifts from:
Question → Answer
to:
Context → Investigation → Diagnosis → Resolution or Escalation
Therefore, the main value indicator is no longer just the response rate, but the resolution rate.
4. How does Instant Support work?
The flow can be summarized as follows:
Customer → Context → Instant Support → Investigation → Diagnosis → Resolves or Escalates → Specialist → Contextualized Ticket.
During this process, the AI can consult different sources of information to understand the situation.
These include:
documentation;
knowledge base;
conversation context;
information available on the screen;
account data;
settings;
interaction history.
Based on this information, Instant Support determines the best next action.
5. Can Instant Support identify errors?
Yes. One of the planned capabilities is identifying errors on the screen. The solution can analyze the page the customer is accessing and identify potential issues. This reduces the need for the customer to technically explain what is happening. Instead of having to specify exactly which setting or feature is presenting an error, the screen context can help the AI investigate the situation.
6. Does Instant Support use the company’s documentation?
Yes. Instant Support can consult the available knowledge base and documentation to support the interaction.
This helps to:
standardize guidance;
make information continuously available;
reduce dependence on human intervention for repetitive questions;
support the resolution of recurring requests.
The difference is that documentation does not need to be the only source used by the AI. It can be combined with context and available data to perform a more complete investigation.
7. Can Instant Support access my account data?
The solution can use available account information, such as sending history and settings, to perform a diagnosis. This allows the AI to go beyond a generic response and consider the specific situation of that customer. For example, instead of simply explaining a setting, the support interaction can use account information to investigate what is happening. The availability of specific data and actions depends on the configuration and integrations used in the project.
8. Can Instant Support diagnose a problem?
Yes. Automatic diagnosis is one of the solution’s main differentiators. The AI can combine information from the documentation, conversation context, and available account data to investigate the situation and identify possible causes. This reduces the need for the customer to figure out the problem on their own and also reduces the manual investigation work performed by agents.
9. Can Instant Support solve the problem on its own?
When it has the necessary information and capabilities, Instant Support can resolve the request autonomously. The goal is for the AI not to be limited to explaining to the customer what they should do, but to move forward with the resolution whenever this is within its capabilities. When the situation requires human intervention, the AI can forward the case to a specialist.
10. What happens if the AI cannot solve the problem?
In that case, Instant Support can escalate the interaction to a specialist. The difference is that the specialist receives the case with the necessary context from the interaction.
The goal is to prevent the customer from having to:
repeat the problem;
provide information that has already been collected;
explain everything that has already been investigated;
start the support interaction again.
This allows the specialist to focus their time on resolving the case rather than on the initial information-gathering process.
11. Will I need to repeat my problem when I am transferred to an agent?
The purpose of contextualized escalation is precisely to reduce this repetition. When human intervention is required, Instant Support can open a ticket containing the context of the interaction. This way, the specialist receives the information already available and can continue the investigation from where the AI stopped.
12. Does Instant Support replace human agents?
No. The proposal behind Instant Support is to combine autonomous AI with human support.
The AI can take on repetitive tasks, support investigations, and resolve requests within defined limits. Specialists, in turn, can focus on cases that truly require human knowledge or intervention. Therefore, the goal is not simply to reduce human interactions, but to reduce the effort required to reach a resolution and make specialists more productive.
13. In which situations is Instant Support most useful?
The solution is especially relevant for scenarios in which the operation faces:
high ticket volume;
many repetitive requests;
a high number of escalations to human support;
agents spending time collecting context;
manual diagnosis;
information distributed across different systems;
the need to increase scale without proportionally increasing the team.
It can also be useful for improving the experience of customers who encounter problems and need a quick solution, without having to navigate through multiple flows or search for information in different articles.
14. Is Instant Support part of Zenvia Customer Cloud?
Yes. Instant Support is part of the Zenvia Customer Cloud proposition, which brings communication, support, automation, and artificial intelligence together in an integrated journey.
The ecosystem supports different communication channels, including WhatsApp, Instagram, SMS, email, RCS, and other channels available on the platform, as well as integrations with external systems. Therefore, Instant Support should not be understood as an isolated AI, but as part of an ecosystem that combines:
data + AI + channels + automation + human support.
15. Does Instant Support work only with information from the documentation?
No. This is precisely one of its main differentiators.
Instant Support combines documentation + context + data + diagnosis.
Documentation can explain how a particular feature works, while the context and available data can help understand why that specific customer is experiencing a particular problem. This combination enables an approach that is closer to resolution than to simply consulting a knowledge base.
16. What happens to the support history?
The interaction context can be used during the investigation and, when there is an escalation, it can be forwarded to the specialist through the contextualized ticket.
This helps preserve the history and reduce rework during the transfer to human support.
17. Can the AI make any decision on its own?
No. The AI’s actions must respect defined operating limits and escalation criteria for the specific scenario.
The solution’s level of autonomy must be configured according to the available capabilities, integrations, and rules established for each project. Therefore, it is important to distinguish what is natively available in Instant Support from what depends on configuration, integration, or product evolution.
18. What are the main benefits of Instant Support?
Instant Support aims to improve both the customer experience and operational efficiency.
For the customer
Less need to repeat information;
less effort to find a solution;
more contextualized responses;
more accurate diagnosis;
fewer transfers between teams;
faster problem resolution.
For the support team
Fewer repetitive tasks;
less time spent collecting context;
support with diagnosis;
more complete tickets;
specialists focused on more complex cases;
greater operational capacity.
For the company
Greater automation potential;
fewer escalations;
ability to scale support;
reduced rework;
monitoring of resolution and efficiency metrics.
19. What makes Instant Support different from other AI solutions?
The main differentiator lies in the combination of capabilities. Instant Support is not limited to conversation. It combines: Context + documentation + data + diagnosis + action. This allows the AI to move from understanding the question to investigating the problem and, when possible, resolving it.
From FAQ to resolution.