Twig
AI assistant that resolves customer support issues instantly with cited sources
About Twig
Twig is an AI-powered customer support assistant used by 4,500+ support agents to resolve tier-1+ tickets instantly. The platform combines retrieval-augmented generation (RAG) with your existing knowledge base, resolved issues, and help articles to draft accurate responses — always with cited sources that can be independently verified. Twig reduces AI hallucinations by generating answers only from pre-indexed customer data. Support agents get drafted responses without manual lookups, resulting in 3x faster response times and 40-50% savings in customer response hours. The platform includes embedded SaaS widgets, session memory for follow-up responses, and an Outlook native plugin.
Pros & Cons
Pros
- Per-question pricing — pay only for what you use
- Unlimited seats included on all plans
- Always cites sources — reduces hallucination risk
- 3x faster response times reported by customers
- Integrates with existing knowledge bases and help centers
Cons
- Per-question pricing can be unpredictable at scale
- Requires a quality knowledge base for best results
- Managed plans require custom pricing negotiation
Key Features
RAG-Powered Responses
Uses retrieval-augmented generation to draft answers from your existing knowledge base and resolved tickets.
Source Citations
Every AI-generated response includes cited sources that agents can independently verify before sending.
Hallucination Reduction
Generates answers only from pre-indexed customer data to minimize inaccurate or fabricated responses.
Session Memory
Maintains context across a conversation for accurate follow-up responses without re-explaining.
SaaS Widget Embedding
Embed Twig directly into your product as a customer-facing support widget.
Outlook Plugin
Native Outlook integration for support teams that manage tickets via email.
Pricing
- Unlimited seats
- Basic setup
- Knowledge base indexing
- Source citations
- Onboarding support
- Dedicated CSM
- Custom integrations
- Outcome-based pricing
- Full management
- Priority support
Best For
Tier-1 Ticket Automation
Automatically draft responses for common support questions, freeing agents for complex issues.
Knowledge Base Activation
Turn existing help articles and resolved tickets into instant AI-powered answers.
Email Support Acceleration
Use the Outlook plugin to draft cited responses directly in email workflows.
Similar Tools
ManyChat
The #1 chat marketing platform for Instagram, Messenger, WhatsApp & SMS
Chatfuel
AI-powered chatbot platform for Instagram, Messenger, and WhatsApp
Abacus.AI
The world's first AI super assistant for professionals and enterprises
ChatBotBuilder.ai
Build and deploy AI chatbots across every channel in minutes
Chroma
The open-source AI-native vector database for search and retrieval
WATI
WhatsApp Business API platform for sales, marketing, and support