Twig AI

Twig AI: Enhancing B2B Customer Support with Seamless AI Integration

In the fast-paced world of B2B SaaS and customer success, delivering exceptional support is key to retention and growth. Twig AI emerges as a powerful solution, designed specifically for support and success teams. This AI-driven platform combines intelligent chatbots, agent-assist features, and seamless integrations to handle queries efficiently, reducing ticket volumes and empowering human agents. Whether you're in FinTech, lending, payments, or tax preparation, Twig AI scales your customer experience (CX) efforts without the hassle of constant context switching.

What is Twig AI?

Twig AI is an AI assistant tailored for B2B customer support and success teams. At its core, it offers AI agents that are always available, providing lightning-fast responses, seamless data lookups, and automated actions directly within your SaaS applications. Unlike generic tools, Twig focuses on end-to-end CX workflows, from capturing feedback to refining AI behavior based on outcomes. It's trusted by leading support teams and featured on prominent platforms, making it a go-to for organizations aiming to cut support time by up to 50% per ticket.

The platform's uniqueness lies in its hybrid approach: AI + humans. It doesn't replace agents but augments them. For instance, while agents read a customer question in tools like Zendesk, Twig silently analyzes thousands of documents and generates a customer-ready draft in just 6 seconds. This allows for quick reviews and minor edits, speeding up resolutions without sacrificing personalization.

How Does Twig AI Work?

Twig AI operates through a combination of chatbots, agent-assist, and browser extensions, ensuring coverage across your entire CX pipeline. Here's a breakdown of its key mechanisms:

• AI Chatbots for 24/7 Support: Embed Twig's customizable chatbots on your website, help center, or API docs. They match your branding and deflect up to 60% of customer questions by providing direct answers instead of mere links. In verticals like FinTech or community banking, these bots handle enquiries, cross-sell guidance, and status lookups, boosting satisfaction while freeing up teams.

• Agent-Assist for Rapid Response Compilation: When a query comes in, Twig's agent-assist looks up customer context, data sheets, and internal documents to compile tailored responses. In B2B SaaS or lending scenarios, it reduces research time by 50%, preparing drafts in 10 seconds. This feature works silently in the background, integrating with hybrid inboxes where agents can add their insights.

• Browser Extension and App Integrations: The browser extension operates across apps like Gmail, MS Outlook, and Zendesk, minimizing context switches for higher adoption. Zendesk's native app ensures Twig analyzes queries as agents work, while the hybrid inbox fosters collaboration between AI and humans.

• Quality Workbench for Oversight: Twig includes tools to measure progress, capture feedback, and refine AI behavior. Support leaders can oversee tickets, identify attention-needing questions, review outcomes, and drive daily improvements in answer quality.

Twig is SOC 2 certified, ensuring secure handling of sensitive data, which is crucial for industries like payments and KYC compliance where 40% of queries might relate to verification.

Key Features and Benefits

Twig AI stands out with features that directly address common pain points in customer support:

• End-to-End CX Coverage: From onboarding support in tax prep (pre-trained on IRS data) to personalizing servicing in lending (e.g., last payment lookups), Twig handles diverse workflows.

• Time Savings and Efficiency: Agents spend 50% less time on tickets, with chatbots working 24/7 to deflect routine queries. In payments AI, it provides up-to-date status info, doubling customer satisfaction.

• Customization and Scalability: Tailor chatbots to your vertical—FinTech for compliance, community banks for product guidance, or tax prep for filing questions. It scales effortlessly inside SaaS apps.

• Feedback-Driven Refinement: Capture user feedback, drive closures, and use the quality workbench to oversee and improve AI performance over time.

Practical value is evident in real-world applications. For example, 1200 support agents love Twig for its speed and accuracy. In tax season, it avoids hours of manual responses by drawing from IRS guidelines, allowing preparers to focus on reviews.

How to Use Twig AI?

Getting started is straightforward:

1. Sign Up and Integrate: Start with a free trial (no credit card required). Embed chatbots via simple code snippets on your site or help center.
2. Set Up Agent-Assist: Install the browser extension or Zendesk app. Train Twig on your documents— it analyzes thousands without manual input.
3. Customize for Your Workflow: For verticals like lending, configure bots for 24/7 application guidance. Use the hybrid inbox for AI-human collaboration.
4. Monitor and Optimize: Leverage the quality workbench to track metrics, refine responses, and ensure compliance.

Book a 30-minute demo or talk to an expert via support@twig.so to see it in action. Resources like their blog offer guides on AI infrastructure and tools for 2025.

Why Choose Twig AI?

In a landscape where AI for SaaS support boosts retention through personalized interactions and streamlined onboarding, Twig excels by focusing on hybrid efficiency. It addresses churn challenges head-on, with scalable infrastructure compatible with AWS, Google Cloud, and more. Unlike standalone chatbots, Twig's integrated ecosystem—chatbots, extensions, and workbenches—ensures seamless operations and adaptability.

Businesses prioritizing security, observability, and personalization find Twig indispensable. Its proactive infrastructure planning supports future-proofing against tech advancements, making it ideal for decision-makers in support roles.

Who is Twig AI For?

Twig AI targets B2B teams in high-query environments:

• Support and Success Managers: Overseeing tickets and driving outcomes.
• FinTech and Lending Professionals: Handling KYC, payments status, and applications.
• SaaS Product Leaders: Enhancing user experience to reduce churn.
• Tax Prep and Community Bank Teams: Managing seasonal queries and cross-sells.

If you're dealing with repetitive questions, context-heavy responses, or 24/7 demands, Twig delivers measurable ROI—fewer tickets, happier customers, and empowered agents.

Real-User Insights and Case Examples

Over 1200 agents endorse Twig for its reliability. In one FinTech case, it deflected 60% of queries, cutting research time in half. Blog posts highlight how Twig powers semantic search and MLOps, positioning it among top 2025 AI platforms.

For FAQs, Twig's docs cover integration, pricing, and uptime status. While pricing details are available on-site, the free trial lets you test without commitment.

In summary, Twig AI redefines customer support by blending AI intelligence with human oversight. For teams seeking scalable, efficient CX solutions, it's a strategic investment that enhances retention and operational flow. Explore Twig today to elevate your support game.