Aide
Aide · Marketing · Leaning
Aide is an agentic AI platform that resolves customer support tickets end to end on Zendesk, Gorgias, or Front, and hands complex cases to a human when it isn't sure.
About Aide
What Is Aide
Aide is a customer support platform built around AI agents that answer and act on real tickets, not just draft replies. It plugs into the helpdesk a team already runs, reads order and account data, and takes approved actions like checking an order or updating a record. The company behind it was founded in 2020 and now sells to support and CX teams.
The head-line promise is governed automation. Rather than letting a model act freely, Aide only runs behaviors a team has tested and approved, and every action gets logged. When a conversation falls outside those rules, it escalates to a person instead of guessing. That design targets the biggest worry teams have about putting AI in front of customers, which is a wrong answer reaching someone with a live order.
The main limits are scope and setup. Aide is built for ecommerce and support teams, so it isn't a general writing assistant. Voice support isn't offered, and the deeper integrations sit on the higher paid plans. A small team can start free, but most of the value shows up once you connect a real helpdesk and teach it your catalog.
Getting Started
- Create a free account on aide.app, no card required, and connect your store or helpdesk.
- Point Aide at your product catalog, policies, and knowledge base so it can answer from your own content.
- Review the Intent Map, which ranks the reasons customers contact you by volume, and pick the first intent to automate.
- Test the agent in the Agent Simulator, which replays it on real past conversations, then approve it for production.
- Watch live replies, adjust the rules when needed, and expand to more intents as your team gets comfortable.
Product Information
A quick look at Aide's pricing, supported platforms, and performance.
Best for
The users, tasks, and scenarios where this tool fits best.
Users
- Ecommerce support teams
- CX leads on Zendesk, Gorgias, or Front
- Small support teams on a budget
- Human agents drowning in tickets
Tasks
- Answering order and shipping questions
- Sorting incoming tickets by intent
- Drafting agent replies
- Finding what to automate next
Scenarios
- Peak shopping seasons
- A new support hire learning the ropes
- Reducing a backlog of repeat questions
Key features
Governed AI Agents
Aide runs AI agents that resolve conversations end to end instead of only drafting text. Every action is tested before it reaches a customer, and the agent acts only when it's certain, escalating the rest. The point is reliability: a team decides what the agent can do, and it does exactly that, with each decision logged in an Action Trace for auditing.
Agent Simulator
Before anything goes live, the Agent Simulator replays your agent on real past conversations. Your team watches how it would respond and fixes weak spots, then approves it. This means customers never become the first testers of a new behavior, which matters when a mistake on a live order is costly.
Customer Context Engine
Aide pulls CRM, order, and account data over MCP or API before a conversation starts. The agent then answers with the customer's actual situation in view, not a one-size-fits-all reply. For shoppers asking about a specific order, that context is the difference between a useful answer and a canned one.
Copilot for Human Agents
The Copilot panel shows customer context and a cited draft as soon as a ticket opens. Agents review the draft, edit if they want, and insert it with one click. Handle time drops, and the team stays in control of what actually gets sent.
Scenarios and Intent Map
Every automation is a Scenario: conditions your team sets, actions it allows, and a confidence gate it must clear. The Intent Map ranks the reasons customers contact you by volume, so you can automate the highest-impact one first. Conditions are checked against live data, and if one fails, the case escalates rather than acting.
Voice of Customer
Aide classifies every conversation by intent and builds a living view of what customers are saying. Teams can spot where people struggle, track whether intents change over time, and pass support insights to product teams. It turns the queue into a signal for fixing root causes, not just a backlog to clear.
Pros and cons
Pros
- Answers inside Zendesk, Gorgias, or Front, so teams keep the helpdesk they already know.
- Every action is tested in the Agent Simulator and logged, which makes automation easier to trust.
- Free plan supports up to two team members with 150 AI replies a month and no card required.
- Predictable billing: extra replies bill at your plan rate with a monthly cap, and human replies are never counted.
- Intent Map and Voice of Customer analysis show what to automate and fix, not just what to answer.
Cons
- No voice support, so phone-based teams can't hand over calls to Aide.
- Zendesk, Gorgias, and Front connections are limited to the Pro plan and up, which raises the entry price for teams on cheaper tiers.
- Because it's built for ecommerce and support, it isn't a fit for general writing or non-support tasks.
- Getting real value takes setup: you need to connect a helpdesk and feed in your catalog and policies.
Frequently asked questions
Aide runs AI agents that resolve customer support tickets end to end on your helpdesk, taking approved actions like checking an order or updating a record. It also analyzes your conversations to show what to automate, fix, or improve next.
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