What's the difference between a helpdesk and an AI agent?

A helpdesk is software for a support team to share and track customer requests as tickets. An AI agent answers customers itself. Some products combine the two; Lexey is the AI agent on its own, and sends the conversations that need a person to your email.

Can I use Lexey without a helpdesk?

Yes. That's who it's for. The agent answers on your website, and hand-overs arrive as emails with the customer's details and the whole conversation.

Who follows up when the agent hands over?

Your team, from your own inbox. The email has the customer's contact details and the conversation, so nobody has to ask the customer to repeat themselves.

Can I connect a helpdesk later?

Yes. As well as email, Lexey can send each hand-over to your own URL as a webhook, so you can create a ticket or task in another tool.

Guide

Do you need a helpdesk to answer customer enquiries?

Not if a small team handles your enquiries and most of them are questions your website already answers. An AI agent can answer those on your website and email the rest to your inbox with the customer's details, and you can add a helpdesk later if you outgrow email.

See pricing

No credit card needed

Do you service e-bikes? Mine needs a check-up.

Tidewell CyclesAI

We do. The team books service times, so I'll ask them to confirm one. Can I take your name and email?

Ana, ana@example.com.

Tidewell CyclesAI

Thanks, Ana. I've passed your request to the team.

Passed to the team. They'll follow up with you.

What it takes

Three jobs a helpdesk does, covered without one

What a small business needs to handle enquiries well, and how Lexey covers each.

Do you ship to New Zealand?

Tidewell CyclesAI

We do. Delivery to New Zealand usually takes 5 to 7 working days.

Answer the common questions

Lexey answers from your website and the articles you add, at any hour, and says when it doesn't know rather than guessing.

From Lexey09:41

[Escalation] Wants a quote for 12 fleet bikes — sam@example.com

Sam runs a delivery firm and asked about bulk pricing. Contact details are in the conversation.

Get the rest to a person

When someone needs your team, the agent takes their details and emails the request with the whole conversation, or sends it to another tool by webhook.

Reply checkQA 2 / 5

“Yes, a full service takes three working days and costs £60.”

Missing knowledgeNot in your knowledge base. Add servicing times so Lexey can answer.

See what it said

Every conversation is kept and quality-checked after it happens, and Lexey's Home briefing points out the ones worth a look.

When a helpdesk is worth it

A helpdesk earns its keep when several people share a queue of tickets with owners, statuses and deadlines, or when customers write in by email and phone as much as on your website. Lexey doesn't track tickets, and it doesn't hand a live chat over to a person mid-conversation; your team follows up by email. If that's how your team works, a helpdesk with an AI agent built in will suit you better.

If you outgrow email

Lexey can send each hand-over to your own URL as a webhook, so if you add a helpdesk or a task tool later, hand-overs can go straight into it and the agent keeps answering on your website.

Questions

Common questions

What's the difference between a helpdesk and an AI agent?: A helpdesk is software for a support team to share and track customer requests as tickets. An AI agent answers customers itself. Some products combine the two; Lexey is the AI agent on its own, and sends the conversations that need a person to your email.
Can I use Lexey without a helpdesk?: Yes. That's who it's for. The agent answers on your website, and hand-overs arrive as emails with the customer's details and the whole conversation.
Who follows up when the agent hands over?: Your team, from your own inbox. The email has the customer's contact details and the conversation, so nobody has to ask the customer to repeat themselves.
Can I connect a helpdesk later?: Yes. As well as email, Lexey can send each hand-over to your own URL as a webhook, so you can create a ticket or task in another tool.

Keep reading

Answer enquiries after hours Triage support enquiries Intercom alternatives AI chat vs a contact form

Try Lexey on your own website.

Paste your URL and watch your AI support agent build itself. No credit card needed.