Not every support team wants AI talking directly to customers. And it doesn't have to.
When we started working with Alanbase, their goal wasn't to replace people with an AI support agent. They wanted to use an AI copilot for customer support to automate the manual work behind conversations while keeping customer communication human.
At the time, most conversations were happening across Telegram groups. Different teams: support, account management and technical specialists worked in the same chats, making it difficult to keep communication organized and giving people little visibility into the full history of each conversation.
The first step wasn't AI.
It was bringing everything into a single live chat platform, creating one place where the team could manage all customer communication.
Then we connected Echomind on top of that setup.
From that point on, EchoMind became the layer between the team and the information they needed to do their job.
When a customer asks about a campaign, its status, missing creatives or another operational question, Echomind checks the relevant internal systems, gathers the required information and prepares a suggested reply.
The response is then reviewed by the team member, who can edit it, add context or send it as is.
This wasn't a technical limitation. It was a deliberate decision.
Alanbase is a relationship-driven B2B business, where customer communication is a big part of the value they provide. They didn't want AI replacing those conversations from day one. Instead, they wanted it to help their team behind the scenes while people stayed in control of every message.
As the team becomes more comfortable with the system, more workflows can gradually be automated.
From the customer's perspective, nothing changes. They're still communicating with a real person.
The difference is that the person no longer spends most of their time searching through internal systems before they can answer.
Today Echomind handles that part: for around 50% of incoming requests, it gathers the relevant data and prepares a suggested response for the team.
The impact is clearest in cases that require agents to look up information. Where an agent once spent around 5 minutes manually searching the knowledge base or checking internal data, response preparation can now take as little as 30 seconds, up to a 10x reduction.
And through all of it, every customer conversation stays human. Echomind does the lookup. The team makes the call.
For Alanbase, the result is a centralized customer communication process where around 50% of support requests are now AI-assisted. Echomind helps support, account managers and technical specialists find the information they need faster. For some specific questions, response preparation that previously took around five minutes can now take as little as 30 seconds, all while keeping every customer interaction human.
Human communication. AI behind the scenes. Powered by Echomind.
Want this for your team?
Run a pilot on your chat
We pick one conversation segment together and fix success criteria up front. No rip-and-replace.