Tier-1 floor, managed
Live across 30+ languages

Outsourced tier-1
support, run end-to-end
by AI agents.

Helpstead deploys an always-on AI agent workforce that triages, resolves, and escalates your tier-1 — across email, chat, voice, Slack, Teams, and your ticketing system. A distributed bench of senior engineers picks up only the cases that need a human. You pay for the close, not the headcount.

Talk to usTry the live demoSee how it runs
First-contact resolution
68 – 84%
Median first reply
42s
CSAT on closed
4.7 / 5
helpstead · ops consolelive

closed

138

last 60m

in queue

4

sla healthy

p50 reply

46s

all channels

channels · last 60m

inbound / min

  • email
    38
  • chat
    22
  • voice
    9
  • slack
    4
  • tickets
    12

latest agent action

email ·“SSO redirect loop after Okta change” — resolved in 38s · traced to /v2/identity/sso

Channels covered on day one

  • Email inboxes
  • Web & in-app chat
  • Inbound voice (PSTN + VoIP)
  • Slack shared channels
  • Microsoft Teams
  • Customer portals
  • Existing ticketing system

How Helpstead runs your floor

One operation, four commitments.

We do not ship a chatbot that defers work to your team. We run the tier-1 floor end-to-end — and we make the boundaries of that contract visible.

  1. 01

    Ingest your knowledge

    We wire up your help center, public docs, runbooks, status page, and ticketing system. Agents learn your product vocabulary, account shape, billing model, and integration surface before the first ticket lands.

  2. 02

    Triage every inbound

    A live agent workforce classifies incoming volume across email, chat, voice, Slack, Teams, and portals in seconds. PII is redacted at intake; intent, severity, and SLA risk are inferred from product state — not just keywords.

  3. 03

    Resolve tier-1 autonomously

    Password resets, license and seat provisioning, billing lookups, integration error diagnosis, status checks, common troubleshooting — closed on first contact, with the action traced in your product APIs, not in a knowledge-base excerpt pasted back to the customer.

  4. 04

    Escalate the rest, instantly

    Anything outside an agent’s confidence band is handed to a distributed bench of senior engineers, with the full conversation context, the relevant product state, and a proposed next action attached. Nothing stalls in a queue.

Live view

What your team actually sees.

The escalations that come back are not fragments of a conversation. They arrive with the full agent transcript, the product state gathered, and the proposed next action — so the human on call starts at minute three of a five-minute job, not minute zero.

agent-resolved — closed inside Helpstead, audited, no human touched it
in-flight — agent actively working, draft visible to ops console
escalated — handed to human bench with full context attached
Ticket queue · last 60 min142 in · 138 resolved · 4 escalated
EmailSSO redirect loop after Okta changeAcme Robotics · L. Parkagent · 38s
ChatCannot invite new seat to workspaceTide Logistics · M. Reyesagent · 22s
VoiceCard declined for in-app upgradeStripe-style fintech · +1 (415)…agent · listening
SlackCustomer errors spiking in eu-west-1internal #support→ A. Mok, senior bench
TeamsSSO claim mapping for nested groupsNorthwind Cloudagent · 1m 12s

Outcomes, pricing

We price against the numbers
that prove the floor ran.

Headcount-style tiering is the wrong shape for outsourced support — it pays the wrong thing. Three numbers carry the contract; everyone sees them, every week.

01

First-contact resolution

Tied to the share of tier-1 tickets closed without human escalation. We price against this number because it is the only one that proves the floor actually ran.

02

Average handle time

Measured from inbound to resolution, including the escalations we hand off. A short AHT is meaningless if it just means work was deflected — we hold both numbers in view.

03

CSAT on closed tickets

Sampled after each close, segmented by whether the work was agent-resolved or human-escalated. You see the difference, and so do we.

Security & compliance

Built for the cases your
security team will ask.

The same surface your team would touch, plus what they would expect from someone running it for you. None of this is an upsell.

  • SOC 2Type II aligned controls, audited annually.
  • GDPREU-resident processing, lawful basis, data-subject workflows.
  • PII redactionDetect and redact at intake, before any model or human touches the record.
  • Audit logsEvery agent action, prompt, and escalation is logged and exportable.
  • MultilingualNative-quality coverage in text and voice across 30+ languages.
  • No-training pledgeYour tickets and product data are never used to train third-party models.

FAQ

The questions
we get first.

Get in touch

Outsource the floor.
Keep the bar.

Send us your current tier-1 volume, the channels it lands on, and the ticketing system it lands in. We come back with a pilot shape, the outcomes we will sign against, and a two-week plan to first tickets live.

Pilot (1 channel)2 weeksFull multi-channel4 – 6 weeksPricingPer-outcome
Start a pilot

Pricing approach

You pay for closed tickets and
their CSAT, not for headcount.

Each quarter we share the actual numbers we ran against. Pricing scales up when outcomes improve; it scales down when they do not. The contract reads both ways.