Up to 266% higher conversion
Licensed platform benchmark; results vary by implementation.
Tola features · AI Agent
AI Agent detects and protects every revenue opportunity.
The business grows. The queue shrinks. Tola understands customer requests, completes approved support and sales workflows, and hands exceptions to your team with full context.
Knowledge groundedConfigurable skillsHuman handoffMessages + calls
Tola AI Agent
Active · WhatsApp
Can I move tomorrow’s delivery to the office instead?
I can check whether the address can still be changed. Please confirm the order number and delivery postcode.
Identity verified
Order found
Change window open
Skill running · delivery address change
Signal detected
Time-sensitive request
Outcome
Approved action ready
Every supported channel
Keep the same knowledge and rules across messages, tickets and calls.
AI and people together
Let automation absorb repetition while people own judgment.
The AI Agent loop
Three moments. One continuous conversation.
Scroll vertically to follow how Tola understands, acts and hands off.
01
Understand
Read the request behind the words.
Tola combines the current message with customer history, channel context and your approved knowledge to identify what the customer actually needs.
WA
Decision signalAarav
WhatsApp · just now
Can this arrive before Friday? I need it for an event.
Intent
Delivery check
Urgency
High
Next step
Verify order
02
Act
Complete the skill you approved.
Answer, collect details, check a connected system, tag the conversation or create follow-up work—only within the boundaries your team has configured.
Skill · delivery promise
When
A customer asks whether an existing order can arrive by a specific date.
Do
Verify identity → check delivery estimate → answer from the result → tag the outcome.
✓
Approved action completed · customer informed
03
Hand off
Bring in a person without starting over.
When confidence, policy or customer preference requires a person, Tola transfers the conversation with the summary, history and reason already attached.
Handoff packet
Needs a personDelivery exception · high urgency
Customer needs a guaranteed date. Carrier estimate is outside the requested window. Asked for alternatives.
Owner
Priority support
Attached
History + summary
RS
Riya joined
Context already loaded
AI Agent skills
It doesn’t just answer questions.
A skill tells Tola when to act, which sources and tools it may use, what the successful outcome looks like and when a person must take over.
Design your first skillSKILL 01
Order lookup
When A customer asks where an order is.
Do Verify identity, check the connected order and answer from the current result.
SKILL 02
Appointment request
When A customer wants to book time.
Do Collect preferences and create the approved scheduling or follow-up action.
SKILL 03
Lead qualification
When A visitor is evaluating the product.
Do Collect the details your sales team needs and route the qualified conversation.
SKILL 04
Retention review
When A customer says they may cancel.
Do Understand the reason, present approved options and escalate exceptions.
SKILL 05
Product guidance
When A customer needs help choosing.
Do Use approved product knowledge and customer context to narrow the right option.
SKILL 06
After-hours intake
When The team is offline.
Do Answer supported questions, collect the request and create accountable follow-up.
SKILL 07
Policy enforcement
When A conversation crosses a defined boundary.
Do Use the approved language, tag the event and close or escalate according to policy.
SKILL 08
Language routing
When A customer needs another language.
Do Move the conversation to the appropriate person or configured agent.
SKILL 09
Ticket creation
When The request requires structured follow-up.
Do Create a ticket with category, priority, owner, transcript and summary.
SKILL 10
Call intake
When A routine phone or WhatsApp call arrives.
Do Identify the request, complete supported steps and preserve the transcript.
SKILL 11
Human escalation
When Confidence, policy or preference requires a person.
Do Transfer with the reason, customer history and work already completed.
SKILL 12
Follow-up trigger
When A resolved conversation needs another action.
Do Create an approved reminder, message or downstream workflow event.
Train + control
Your knowledge powers it. Your rules decide what happens.
Tola is designed to make AI behavior testable, reviewable and changeable by the team responsible for the customer experience.
Learns from what you approve
Connect website pages, help articles, product information, policies and internal operating guides. Remove or update a source whenever the business changes.
Test before customers see it
Ask difficult questions, run realistic edge cases and review which source and rule produced each response before enabling automation.
You set every handoff boundary
Choose topics, actions, confidence levels, customer signals and hours that require a person.
Watch work as it happens
Review active conversations, completed actions, escalations and unanswered questions from the same operating view.
Adjust without rebuilding the agent
Update a source, skill or rule and test the changed behavior before rolling it out.
Keep the brand recognizable
Define tone, required language and prohibited claims so supported channels follow the same communication standard.
AI + human teamwork
Each handles the work where it is strongest.
Not every conversation needs AI. Not every conversation needs a person from the first message. Tola lets the work move both ways without losing the customer.
Escalate with everything intact
The right person receives the history, summary, reason and work already completed.
Hand routine work back
A teammate can handle the exceptional moment, then return repeatable follow-up to AI.
Route to a specialized agent
Move defined work to an agent configured for a brand, region, channel or workflow.
Conversation ownership
Tola AI
Order checked and delivery rule evaluated
Priority support
Customer requested a guaranteed date
Tola AI
Follow-up ticket and transcript prepared
Multiple AI Agents
The right agent for each corner of the operation.
Separate agents can use different knowledge, skills and escalation rules for a brand, website, language, region or use case—while your team keeps one governance and reporting layer.
Commerce agent
Orders, delivery, returns and product questions
Admissions agent
Programs, applications and student routing
Voice agent
Inbound calls, summaries and escalation
Internal service agent
Employee questions and structured requests
Monitor performance
Every conversation and outcome visible.
Review what AI resolved, which skills ran, where people stepped in, what customers kept asking and which knowledge needs improvement. Revenue attribution will only be shown when your connected systems can verify it.
Explore data and integrationsAI handled
—
Human handoffs
—
Knowledge gaps
—
Conversation outcomes
Live after connection
Security
Security claims should be earned and verifiable.
Tola is building access controls, encryption, audit history, retention controls and vendor review. Certifications will appear only after independent verification.
FAQ
What teams ask before launch.
How do we get started with Tola AI Agent?+
Choose one channel and one bounded workflow. Connect the relevant knowledge, define what AI may do, test realistic conversations and then pilot with human review before expanding automation.
What is an AI customer service agent?+
It is software that can understand customer requests, answer from approved business knowledge and carry out defined support actions. A useful agent also knows when to transfer the conversation to a person.
How is this different from a customer service chatbot?+
A basic chatbot usually follows a scripted question-and-answer path. Tola combines contextual answers with skills, workflow actions, customer history, shared inbox ownership and human handoff.
What are AI Agent skills?+
Skills are explicit operating instructions for a defined situation: when the skill should run, what information it may use, which action it may take and when it must stop or escalate.
Can we create custom workflows?+
Yes. Tola is designed for customer-specific skills using approved knowledge, fields, tags, routing, tickets, API actions and escalation rules. Availability depends on the connected system and rollout stage.
Can AI Agent hand conversations to people?+
Yes. Handoff can be triggered by topic, customer request, confidence, business rule, workflow outcome or operating hours. The person receives the conversation history, summary and handoff reason.
Can we run more than one AI Agent?+
The platform is designed to support separate agents by brand, team, channel or workflow while keeping shared governance and reporting. Multi-agent availability will expand during rollout.
Which languages are supported?+
Language availability depends on the selected text and voice models and the quality required for your workflow. We validate each launch language during onboarding instead of claiming universal coverage.
How do we know what the AI is doing?+
Tola records the conversation, selected skill, relevant rule, source context, action and outcome so teams can review behavior and improve it.
Is Tola only an AI agent?+
No. AI Agent operates inside Tola’s customer service platform, alongside the shared inbox, ticketing, WhatsApp, email, calling, team collaboration and reporting.
Build the first skill around a real conversation.
Bring one repetitive workflow. We’ll map the knowledge, action, test cases and human handoff before anything reaches a customer.
See AI Agent in action