Axonave AI
AI that answers from your help centre, and shows its source.
Your published articles become answers on WhatsApp and web chat, with a link to the article used. When the AI isn’t sure, it hands over to the right team. Card and IC numbers are masked before the AI sees the message.
- Works in
- Web chat
- Agent Assist
AI in support today
A bot that guesses costs you more than no bot.
“It made up a refund policy.”
An AI that isn’t held to your own articles says things your team never wrote.
“Where did that answer come from?”
Without a source, an agent can’t check it and a customer has no reason to trust it.
“A customer pasted her card number into the chat.”
And the whole message went to an AI model exactly as she typed it.
Cited answers
Answers only from what you published, with the link.
The AI reads your published, customer-facing articles and nothing else. Each answer streams in short parts, so the customer sees it start quickly, then links the article it came from.
- Internal articles never reach customer answers
- Finds the article for questions in English, Malay and Chinese
- Split for each channel: WhatsApp and web chat
The answer arriving on web chat, recorded on the real AI. The article link follows as the next message.
Hand-over
Not sure? It hands over to the right skill, after asking what the agent will need.
When your articles don’t answer the question, the AI passes the chat to a person with the right skill. If your team needs an order number first, the AI asks for it before the hand-over.
- Hand over by skill
- Required details collected first
- The conversation goes with the chat
Persona and guardrails
Your persona and your rules, inside guardrails you can’t switch off.
Set the persona and your own rules in Settings → Chatbot → AI. Underneath, the platform’s guardrails stay on for every workspace.
- A persona and rules per workspace
- Platform guardrails, always on
- AI usage and the token quota, visible to admins
Masking
Card, IC and passport numbers are masked before any AI call.
Before a message reaches the AI, card numbers, bank accounts, IC and passport numbers and secrets become placeholders. Emails and phone numbers too, by default. Your team still sees what the customer wrote.
- Always masked: cards, bank accounts, IC, passports, secrets
- Masked by default: emails and phone numbers
- Before every AI call, Agent Assist included
Agent Assist
Agent Assist drafts the reply. Your agent decides whether to send it.
In a chat or a ticket, Agent Assist suggests articles and drafts a reply from your knowledge base. Nothing goes out until the agent sends it.
- Suggested articles beside the conversation
- An AI-drafted reply to edit
- In chats and in tickets
Knowledge gaps
Questions it couldn’t answer become draft articles.
The AI groups the questions it couldn’t answer. Turn a group into an AI-drafted article, have someone check it and publish it, and the next customer gets an answer.
- Unanswered questions, grouped
- AI-drafted articles that a person publishes
- Import PDFs, or crawl your website into drafts
AI sales agent
The same AI qualifies leads and books meetings.
An AI sales step asks your questions, marks the lead hot, warm or cold with the customer’s own words, and books a time your calendar has free.
- Books, moves and cancels meetings in the chat
- Microsoft 365 calendar. Google Calendar is coming.
- Reports → Sales, from first message to won deal
A real WhatsApp chat in Teras Home, our demo workspace: the server offers free showroom times, the customer taps one and the confirmation names the time, the host and the place. The customer wrote from a Singapore number, so the times are in Singapore time.
Connected to everything else in Axonave
The AI works from your articles, your flows and your customer record.
It answers from the knowledge base, runs inside your chatbot flows, hands over to the inbox, and drafts replies on helpdesk tickets.
One customer recordchats · tickets · deals · AI answers
- Omnichannel InboxWeb chat and WhatsApp
- Chatbot & Flow BuilderAnswers saved to the CRM
- AICited answers, hand-over
- Knowledge Base & Help CentreWhat the AI answers from
- HelpdeskTickets with SLAs
- CRMLeads from every chat
Chatbot & flow builder
Flow + AI, AI only, or an AI answer step in a menu.
AI sales agent
Qualifies the lead and books the meeting in the chat.
Helpdesk
Agent Assist drafts ticket replies from your articles.
Omnichannel inbox
Hand-overs reach someone with the right skill.
Masked before the AI sees it
The AI gets [CARD_1]. Your team keeps the card number.
Masking runs before every AI call. The conversation is stored as the customer wrote it, so your agent can still help, and the AI only ever works with placeholders.
1 · Your customer writes
On WhatsApp or web chat
Hi, my card 4111 1111 1111 1111 was charged twice. My IC is 900101-14-5678, please call me on +60 12-345 6789.
Card numbers, IC and passport numbers, bank accounts and secrets are always detected; emails and phone numbers by default.
2 · What the AI receives
Placeholders, not the data
Hi, my card [CARD_1] was charged twice. My IC is [ID_1], please call me on [PHONE_1].
Masking happens before every AI call: answers, Agent Assist, search and draft articles.
3 · What your team sees
The original conversation
Hi, my card 4111 1111 1111 1111 was charged twice. My IC is 900101-14-5678, please call me on +60 12-345 6789.
Your stored conversation keeps what the customer wrote, so the agent can still help.
~0.9 s
until the AI’s first words reach the customer (median; p95 2.9 s), one conversation at a time
Source: Internal tests, Nov 2026
250
bot conversations at once, 125 on web chat and 125 on WhatsApp, every customer answered
Source: Internal tests, Nov 2026
Where teams switch the AI on first
After-hours questions
Delivery, warranty and returns answered at night, with the article linked.
Busy agents
Agent Assist drafts the reply. The agent edits it and sends it.
A thin help centre
Unanswered questions show which articles to write next.
Questions about Axonave AI
Where does the AI get its answers?
Only from articles you published in a customer-facing knowledge base. Internal articles and unpublished drafts are never used for customer answers.
Does it show its sources?
Yes. An answer links the help centre article it came from, so the customer and your agents can check it.
What does the AI do when it doesn’t know?
It hands over to a person with the right skill. If your team needs details first, like an order number, it asks for them before the hand-over.
What happens to card and IC numbers in a chat?
They’re masked before any AI call: card numbers, bank accounts, IC and passport numbers and secrets always, emails and phone numbers by default. The AI sees placeholders like [CARD_1]. Your stored conversation keeps the original.
Can it answer questions in Bahasa Malaysia and Chinese?
Yes. Search finds the right article for questions in English, Bahasa Malaysia and Chinese, and articles can be written in each language. Teras Home’s bot answers a Malay delivery question in Malay, from its delivery article.
Does Agent Assist send replies by itself?
No. It suggests articles and drafts a reply in chats and tickets. The agent edits the draft and sends it, or doesn’t.
How is the AI priced?
Pro includes 2,000,000 AI tokens a month. When they run out, add an AI pack of 1,000,000 tokens for $20 a month. There’s no per-answer charge and no overage bill. Basic can add the AI pack too.
Is there a free trial?
Yes. Try Pro free for 14 days, AI included. No card needed.
See the AI answer from your own articles.
We reply within one business day by email or WhatsApp.