AI help desk for SaaS companies
Onboarding support, billing inquiries, feature requests — Ava resolves technical questions grounded in your documentation with source citations.
SaaS support teams face a unique challenge: customers ask highly technical questions that require accurate, up-to-date answers from documentation that changes with every release. Generic chatbots hallucinate. Human agents can't scale. And critical feature feedback gets buried in support tickets.
The cost of getting it wrong is high — a wrong answer during onboarding can lead to churn, and a missed feature request can mean losing a customer to a competitor who listens better.
Ekway AI solves this with documentation-grounded AI. Ava crawls your help center, ingests your API docs, and answers technical questions with source citations — so customers can verify every answer. She classifies conversations by type (onboarding, billing, technical, feature request) and routes to the right team. Feature requests and product feedback are auto-tagged and captured in your CRM, feeding directly into product decisions.
Why SaaS support doesn't scale
Onboarding tickets overwhelm support
New users ask the same setup questions week after week. Your engineers spend time answering documentation instead of building product. Self-serve support fails when docs are scattered across Notion, your help center, and Slack.
Knowledge scattered across tools
Help center articles, API docs, Notion pages, Slack threads, release notes — your support team can never find the right answer fast enough. Knowledge silos mean inconsistent answers across agents.
Feature requests fall through cracks
Customers mention feature needs in support conversations, but they never make it to the product team. Valuable product feedback is lost in ticket queues, never aggregated, never prioritized.
How Ekway AI helps SaaS teams
Every answer backed by your documentation
Crawl your help center and API docs, upload release notes, paste changelogs — Ava answers technical questions with source citations. When docs change, set auto-refresh to keep Ava current. She never guesses; if the answer isn't in your knowledge base, she says so.
- Website crawling for help center, docs, and API references
- PDF and text upload for release notes and guides
- Source citations on every response — customers can verify
- Auto-refresh on schedule to stay current with releases
Screenshot coming soon
Technical issues go to engineers, billing goes to ops
Ava classifies every conversation by category — onboarding, billing, technical, feature request, bug report — and routes to the right team. Engineers only see engineering issues. Billing goes to ops. Escalations include a full context summary so no one has to re-ask.
- Auto-classification: billing, technical, feature request, onboarding, bug report
- Team-based routing with configurable assignment rules
- Escalation with full context summary and suggested routing
- Workflow triggers on conversation tags for automation
Screenshot coming soon
Turn support data into product insights
Every conversation is a signal. Ava auto-tags feature requests and bug reports, captures product feedback, and scores leads based on plan tier and engagement. Your product team gets aggregated insights without reading tickets.
- Auto-tag feature requests, bug reports, and product feedback
- AI lead scoring based on plan tier, usage, and engagement
- Deal pipeline for expansion and upsell opportunities
- Dynamic segments by plan, company size, or custom fields
Screenshot coming soon
See it in action
How do I set up SSO with our Okta instance? We're on the Business plan.
Hi Alex! SSO with Okta is fully supported on your Business plan. Go to Settings → Security → SSO, select SAML 2.0, and enter your Okta metadata URL. Here's the full guide: (Source: SSO Setup Guide)
Frequently asked questions
Can Ava answer technical API questions?
Yes. Upload or crawl your API documentation, and Ava answers technical questions with source citations. She supports multi-hop retrieval for complex questions that span multiple doc pages.
How does Ekway AI stay current with new releases?
Set your knowledge base documents to auto-refresh on a daily or weekly schedule. When your docs change, Ava's answers update automatically. You can also manually trigger a refresh after major releases.
Can Ava route conversations to specific engineering teams?
Yes. Ava classifies conversations by category and can route to specific teams (Frontend, Backend, Billing, etc.) based on the issue type. You can configure routing rules in the workflow builder.
How are feature requests captured?
Ava auto-tags conversations containing feature requests or product feedback. These are captured in the CRM with the customer's plan tier, conversation context, and contact details — ready for your product team to review.
Does Ekway AI integrate with our existing tools?
Ekway AI supports webhook integrations and API access on higher plans. You can connect to Slack, Jira, Linear, or any tool that accepts webhooks. Direct integrations with popular SaaS tools are on the roadmap.