Human + AI Support
AI for speed. Humans for trust.
A grounded AI for the questions you've answered a thousand times. Real humans for the ones that change a customer's mind.
Confidence-based escalation
When the AI isn't sure, it escalates. No more confident wrong answers.
One-tap to human
A 'Talk to a person' button is always visible. Customers never feel trapped.
Shared context
Humans inherit the full transcript and any AI-extracted facts about the visitor.
Sensitive-topic routing
Configure which topics bypass AI entirely and go straight to a trained human.
Co-pilot for agents
Connect AI can draft replies for human approval — speeding agents up without speaking for them.
Quality oversight
Sample, rate, and improve AI conversations from the admin panel.
Explore the rest
See it live with live chat, or scale globally with multilingual support.
Frequently asked questions
- What is human + AI support?
- Human + AI is a workflow where AI handles the questions it answers well — FAQs, account lookups, common how-tos — and a real human takes over the moment the conversation needs empathy, judgment, or authority. G.E.N.I.S.E.™ Connect is designed around that hand-off.
- Why not full AI or full human?
- Full AI feels cheap and breaks on hard questions. Full human doesn't scale. The combo gives customers an instant answer when it's easy and a real human when it counts — for a fraction of the cost of an all-human team.
- How does the hand-off work?
- Three ways: customer clicks 'talk to a human', the AI detects low confidence, or your team manually takes the conversation. Full context — every previous message — is handed over.
- Do agents see what the AI said?
- Yes. The entire conversation, AI and human, lives in one timeline. Agents pick up exactly where the AI left off.
- What about sensitive topics?
- You can configure topics that always go straight to a human — no AI involvement. Examples: billing disputes, mental health, abuse reports.
Bring G.E.N.I.S.E.™ Connect to your site
Live chat, AI support, and a unified inbox — installed in under a minute.