AI Customer asks, owner configuration, and agent backup share one support brainTry it now
YundaDesk
AI Agent (three states)Omnichannel inboxAutomation & workflowsSee all products
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Three-state AI agent

AI answers customers first, while agents always back up

YundaDesk AI is not a chatbot you configure once. It is Yuna, a support agent serving customers, owners, and agents at the same time — it knows your products, order logistics, and after-sales rules, answers repetitive questions first, and hands uncertain or high-risk cases to humans with context.

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Gets smarter over time Every step is revertible AI credits included in every plan
AI Agent · three states
For customersFor ownersFor agents
Customer: Where is my package?
AI: It has shipped and should arrive before 18:00 today. Want the tracking link?
Human backup: Refunds are high-risk, so this was handed off to an agent with a conversation summary.
Yuna learning suggestion: Add “Vietnam warehouse delay notice” as a new skill, pending owner approval.
Core capabilities

AI automation stays visible and controlled at every step

Answer customer questions first

AI answers common order, shipping, return, and sizing questions first, then hands complex issues to humans with context.

Draft reviewable AI replies

Replies are generated from the knowledge base, past conversations, and customer profiles so agents can accept, edit, or reject them.

Keep human backup always available

When AI is uncertain, risk is high, or customers ask for a person, it hands off to the right agents with a summary.

Make learning traceable and revertible

Questions humans answered, corrected, or the AI missed become learning suggestions you confirm, organized by Yuna — with sources, tests, and one-click rollback.

How it works

Close the loop from customer ask to AI learning in three steps

1

Customer asks

After a message enters the unified conversation, AI detects intent, language, order context, and risk level.

2

AI drafts a reply

Questions AI can solve are answered directly. Questions needing judgment receive a suggested reply and handling summary.

3

Humans confirm and AI learns

Agent follow-up answers are organized by Yuna into learning suggestions, and owner approval turns them into FAQs, reply templates, and revertible AI skills.

Connected with channels

AI works beyond the website chat widget

The three-state AI agent sits in front of the Omnichannel inbox, handling conversations from TikTok, Zalo, YouTube, WhatsApp, Email, website widgets, and more. When agents take over, they see a full customer profile instead of an isolated message.

View Omnichannel inbox

TikTokZaloYouTubeWhatsAppEmailWebsite widget
3 statesCustomer response, owner configuration, agent assistance
24/7AI receives cross-time-zone questions first
RevertibleLearning suggestions take effect after confirmation and can be rolled back
No surchargeAI credits included in every plan, no per-conversation billing
FAQ

FAQ

Can AI learn by itself?

No. Learning suggestions do not take effect silently. A human or owner must confirm them, and every suggestion can be traced, tested, and rolled back.

How are AI credits billed?

AI credits are included in every plan — no per-conversation surcharge. Billing stays more predictable.

What happens with high-risk actions like refunds or compensation?

AI can detect high-risk actions and hand them off for human approval with context and handling suggestions. It does not overstep permissions automatically.

Let AI handle the first layer of repetitive questions

It grows with every real conversation after setup — more like a veteran employee every week — while humans always back up.

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