Atlas est une plateforme de support client qui réunit automatisation par IA, assistance aux agents, gestion des connaissances et tickets sur chat, e-mail, SMS, WhatsApp, Slack et plus.
Atlas is a customer support platform built around AI-assisted workflows for both automated responses and human agents. The site positions it as a way to deliver fast, accurate, measurable support using tools tailored to a team’s data sources, protocols, and channels.
The product combines Autopilot for automated resolution, Copilot for agent assistance, Knowledge Management for keeping source material current, and ticketing for omnichannel support. Pricing is tiered per seat, with Basic, Standard, Pro, and Enterprise options shown on the pricing page.
Atlas can respond to users through Autopilot using defined tools, protocols, tone guidelines, and guardrails. The product describes this as automated support that can handle multi-step actions while staying within policy.
Copilot generates on-brand drafts with cited sources, then lets agents edit or send them in one click. It also prepares a short context brief so agents do not need to tab-switch for customer history.
Knowledge Management keeps help content current by connecting tickets, chats, SOPs, internal docs, and other sources. It can surface conflicts, detect coverage gaps, and generate or refresh articles in the brand voice.
Ticketing brings customer conversations into a unified inbox with a chronological customer timeline and session recordings. The pricing page also lists support workflows such as tags, assignments, merges, templates, and custom inboxes.
Atlas supports omnichannel support across chat, email, SMS, WhatsApp, Slack, and other text-based channels. The site also mentions multilingual support for customer-facing automation.
The platform includes reporting, test mode, run history, Evals, and audit capabilities for AI workflows. These tools are described as ways to measure performance, review behavior, and troubleshoot changes over time.
Use Autopilot when you want to automate routine support responses and actions while keeping control through protocols, tone rules, approvals, and guardrails.
Use Copilot when agents need a fast draft, a customer context brief, or step-by-step guidance inside the inbox to reduce search time and keep responses consistent.
Use Knowledge Management when you need one source of truth across help centers, internal docs, tickets, and other sources, with conflict and gap detection to keep content current.
Use ticketing and the customer timeline to support customers across channels while reviewing session recordings, bug context, and conversation history in one place.
Use the evaluation and reporting tools when you need to test changes, inspect run history, and monitor KPI trends across channels and intents.
Atlas is positioned for customer support teams that want to handle tickets, messages, knowledge, and AI-assisted responses in one place. The site highlights AI support workflows for both agents and automated responses.
The source shows Atlas with an Autopilot workflow for automated responses, a Copilot workflow for agent assistance, knowledge management for keeping articles current, and ticketing for omnichannel support. The pricing page also lists channels, help center tools, developer tools, and security features by plan.
Atlas emphasizes connected support data and in-inbox assistance rather than a separate AI writer. Copilot assembles customer history and context into briefs, while Autopilot uses data sources, tools, protocols, tone, and guardrails to respond across channels.
The pricing page shows paid plans starting at $39 per seat per month, with higher tiers adding more capabilities. A free trial is mentioned on the pricing page, and Enterprise pricing is handled through contact sales.
Les données de trafic sont fournies à titre indicatif uniquement.
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