Product Overview

Everything support operations handles, in 35 languages, mostly without humans

Queryvine sits between your customers and your agents. It classifies intent, resolves what it can, and hands off the rest with a structured brief — not a transcript — in the specialist's language.

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Architecture

How the language layer works

Every inbound ticket passes through a four-stage pipeline in under 8 seconds.

Customer Message
Language Detection
Intent Classification
Resolution Branch
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Auto-Resolution

What Queryvine resolves automatically

Most inbound tickets fall into five or six repeating intent classes. Queryvine handles these autonomously when confidence exceeds 80%. It does not hallucinate resolutions below that threshold.

Handled automatically
Password resets and account access, order status and tracking, standard billing questions, return and refund standard flows, account update requests, FAQ pattern matching. All in the customer's language.
Always sent to a human
Complaints requiring agent judgment, complex billing disputes, account fraud investigation — and any intent where confidence is below your configured threshold. These are not Queryvine's job. They escalate with a full context card, never without one.
Escalation Quality

When it escalates: what your agent receives

A 7-field structured brief, not a raw conversation log. Your agent reads it in 20 seconds.

Escalation Context Card Billing Specialist
ticket_id #TK-40821
customer_intent Refund not received after 5 business days — payment confirmed on their end
proposed_resolution Verify refund status in payment gateway; issue manual override if delay > 7 days
language_pair JA (input) → EN (agent brief)
kb_refs refund-policy-v3 · payment-gateway-guide
confidence 72% — below threshold, escalating
recommended_team billing-tier-2 (SLA: 4h)
Language Coverage

35 languages — here's what that means in practice

Coverage is not all equal. We distinguish between Full (production-grade semantic understanding), Beta (functional with intent classification limitations), and RTL native. We don't claim full coverage for languages that are still in calibration.

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Language Script Support Quality
EnglishLatinFull
SpanishLatinFull
Portuguese (BR)LatinFull
FrenchLatinFull
GermanLatinFull
ItalianLatinFull
ArabicArabicFull + RTL native
HebrewHebrewFull + RTL native
UrduArabic/NastaliqFull + RTL native
JapaneseCJKFull
Chinese (Simplified)CJKFull
Chinese (Traditional)CJKFull
KoreanHangulFull
ThaiThaiFull + word-boundary
IndonesianLatinFull
VietnameseLatin (tonal)Full
DutchLatinFull
PolishLatinFull
RussianCyrillicBeta
TurkishLatinBeta

Full: production-grade semantic understanding + RTL where applicable. Beta: functional with limitations in complex intent classification.

Knowledge Base

Your knowledge base is the source of truth

Queryvine doesn't invent answers. It grounds every resolution attempt in your actual policies, macros, and historical resolutions.

What gets imported
FAQs, macros, resolution templates. Indexed against 90 days of historical ticket resolutions to calibrate confidence thresholds. Confidence-gated: <80% match escalates, never hallucinates. KB updates sync within 15 minutes.
KB Ingestion Status Synced
articles_indexed 487 / 500
macros_loaded 94 resolution macros
historical_tickets 12,480 tickets (90-day window)
avg_confidence_baseline 83% after calibration

Connect your helpdesk in 20 minutes

No code required for Zendesk, Intercom, and Freshdesk. API + webhook for everything else.

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