The 5 Silent Killers of Support Quality

SUSPECT #1

Ticket backlogs that threaten SLAs

SUSPECT #2

Inconsistent agent quality

SUSPECT #3

Seasonal spikes in volume overwhelm system

SUSPECT #4

Fragmented customer context across channels

SUSPECT #5

AI that makes you nervous

Meet
Hay
Confident Control. Consistent Quality.
Fast Results.

Hay is the orchestration layer that gives support leaders what they actually need: measurable outcomes without breaking the customer experience.

Safe AI Patterns
You Can Trust

Human-in-loop by default
Automatic escalation when confidence is low
Transparent guardrails you can see and control
Rollback any change instantly if something feels wrong

Impact in Weeks,
Not Months

SLA hit rate improvement
Average Handle Time (AHT) reduction
First Contact Resolution (FCR) increase
Cost per ticket reduction

Augment Your Team,
Don't Replace Them

Consistent conversation scoring
Role-based playbooks based on your top performers
Increased agent bandwidth to focus on high-value customers
Burnout mitigation by handling repetitive tickets

Hay instantly solves the biggest time-takers

Order tracking

Where's my order?

Can you share your email so I can find more information?

Sure! It's [email protected]

Finding order on Shopify

It looks like your order was dispatched yesterday. It should arrive tomorrow.

Refunds and returns

Where's my refund?

Can you share your email so I can check the refund status?

Sure! It's [email protected]

Checking refund status on WooCommerce

Your refund was processed on October 20th. It should appear in your account within 3-5 business days.

Password resets

I can't log in. Can you reset my password?

Of course! What's the email linked to your account?

[email protected]

Resetting password via Authentication System

All set! A reset link has been sent to your inbox - check spam if you don’t see it within a few minutes.

Bookings and cancellations

I need to cancel my booking.

No problem! Could you share your booking ID?

#44512

Looking up your booking via Property Management System

I've found your booking. Please tell me the problem.

Hay works with your
favorite platforms

Connect to the tools you already use. We don't force you to switch helpdesks, CRMs, or payment systems. Hay connects to and interacts with them like a real support agent.

Automation

Channels

CRMs

E-commerce

Helpdesk

Hospitality

Knowledge Bases

*Integrations coming soon

Train AI in plain language, not complex flowcharts

The Hard way

The Hay way

Identify the inquiry type:
- For Product questions Check the product catalog for specs and recommendations.
- For Order status, changes or cancellations – ask for the order number, Find order by ID and then Provide status and tracking, and use the Shipping Policy to determine if changes or cancellations are allowed.
- For Shipping issues – Check tracking

Why Support Leaders Switch to Hay

Traditional AI Chatbots

Hay's Orchestration Layer

Replace agents (black box automation)

Augment agents (human-in-loop)

No visibility into why it did something

Full audit trail + explainable AI

Generic responses (brand voice lottery)

Learns your playbooks, stays on-brand

Vendor lock-in (proprietary)

Open source core; self-host option

Join the Hay Pilot Program

Get time back to focus on the 20% of conversations that actually drive loyalty and growth.

What you get:

Personalized coaching tasks for every agent
Knowledge base improvements with drafted fixes
Projected ROI report (AHT, FCR, SLA improvements)
Guardrails walkthrough (see exactly how we keep AI safe)
Weekly check-ins with your success team

What it costs:

You'll get 50% discount life-time in our monthly subscriptions

Time commitment:

1 hour setup call + 30 minutes/week check-ins. Your agents keep working normally. We observe in read-only mode first.

Learn more Apply for the Pilot Program

Make customer support sustainable without sacrificing experience.