Hugo

Hugo: Your Brand's Most Efficient AI Support Agent Teammate

In the modern digital landscape, providing instant, accurate, and empathetic customer service is a competitive necessity. Meet Hugo, your brand's most efficient AI support agent teammate. Developed as part of the Crisp complete suite for AI-first customer support, Hugo is designed to resolve tickets faster, reduce team workload, and automate repetitive tasks. By serving customers around the clock, this powerful AI agent ensures your business never sleeps, providing a seamless bridge between automated efficiency and human expertise.

What's Hugo?

Hugo is more than just a chatbot; it is a sophisticated AI support agent engineered for the real world. While many AI solutions live in slides or sandboxes, Hugo is built to handle real conversations, real data, and real customers without breaking under complexity. As part of the Crisp ecosystem, Hugo acts as a digital teammate that learns from your specific business data to provide grounded, truthful answers.

Unlike traditional automation, Hugo is transparent by design. Its logic is visible and editable, ensuring that you stay in control of your customer interactions. By utilizing multi-turn intelligence, Hugo maintains context throughout a conversation, ensuring that customers don't have to repeat themselves. It is a modular, fast, and secure solution designed to evolve alongside your business for the next decade.

Features of Hugo

Hugo comes packed with enterprise-grade features that simplify AI customer support for companies of all sizes.

• Multi-turn Intelligence: Unlike basic bots, Hugo understands context across a long dialogue, making interactions feel natural and productive.
• Model Context Protocol (MCP): Connect Hugo to your live tools and data. This allows the AI agent to perform actions and resolve conversations autonomously by accessing real-time information.
• No-Code Training: You don't need a developer to launch Hugo. The intuitive interface allows anyone to train and deploy the AI support agent in minutes.
• Bring Your Own Model: Hugo is flexible. Whether you prefer Claude, ChatGPT, Llama, or your own custom model, Hugo adapts to the "AI brain" that fits your business best.
• Visual Workflow Builder: For complex ticket triage or specific escalation rules, use the drag-and-drop interface to design advanced logic without writing code.
• Automated Knowledge Sync: Hugo stays up to date by automatically syncing with your helpdesk, documentation, CRM, and company knowledge bases.
• Real-time Analytics: Track performance, accuracy, and customer satisfaction instantly to turn past interactions into better future answers.
• Enterprise Security: Your data is protected by enterprise-grade encryption, secure APIs, and GDPR-compliant hosting on European servers.

Use Case Scenarios

Businesses worldwide are leveraging Hugo to transform their support operations. Here are a few ways the AI support agent is being utilized:

• Full Ticket Resolution: Companies like those managed by Marketing Director Antonin Raffarin have seen 60% of requests fully automated. Hugo handles these end-to-end using MCPs connected to specific business tools.
• 24/7 Availability: Hugo acts as the first line of defense, handling all incoming conversations autonomously. Head of Operations Geoffrey Safar reports that Hugo resolves approximately 40% of queries without human intervention, freeing the team for complex tasks.
• Smart Escalation: In scenarios where human expertise is required, Hugo smoothly escalates the conversation to a human agent, providing the full context of the chat so the transition is seamless for the customer.
• Scaling Support Teams: As noted by CEOs like Jimmy Cohen, Hugo allows businesses to scale efficiently, maintaining high-quality customer relationships even as ticket volumes grow.

How to Use Hugo

You can move from setup to live conversations in just a few minutes by following these four simple steps:

1. Feed Hugo Your Knowledge: Upload your existing documentation, FAQs, and help articles to provide the AI agent with a foundation of truth.
2. Make It Yours: Customize how Hugo responds to customers and set up specific routing rules to match your brand's tone and logic.
3. Test It Out: Use the real chat widget to interact with Hugo in a test environment. This ensures the responses are accurate before you go live.
4. Let It Run: Deploy Hugo across your channels (it works on 10+ channels) and watch as it begins to resolve customer queries autonomously.

FAQ

What is the best AI agent for customer support? Hugo is a top-tier contender because it combines AI efficiency with human support capabilities, helping brands maintain a 4.7/5 average customer satisfaction rating.

Which AI agent solutions enhance customer support? Solutions that provide accurate, factual responses grounded in your own data—like Hugo—are the most effective. They offer authentic conversations and seamless routing to human staff when necessary.

What is an AI customer service agent? It is a smart digital assistant, like Hugo, that helps customers by answering questions 24/7. It continuously learns from every interaction to improve its accuracy.

What is an example of AI customer support? An example is a customer asking about a specific order status and receiving an instant, accurate answer from Hugo without having to wait for a human representative to become available.

What if the AI Agent gets something wrong? If Hugo is ever unsure or makes a mistake, it is designed to ask for help or automatically connect the customer to a real person, learning from that interaction for the future.

"Hugo handles requests end-to-end, with no human intervention... we give direct access to one or more mcps, each connected to clearly identified tools." — Antonin Raffarin, Marketing Director.