One support brain. Every channel.
Most tools make you rebuild your support knowledge for each place a customer might reach you. RAUM does not. One engine reads one knowledge base and answers wherever the question arrives.
It researches before it answers
Every answer runs the same four steps, whichever channel it came from. That is what makes the two channels behave like one product instead of two.
Understand
Reads the question and everything already known about the customer, and decides what it still needs to find out.
Step 1Plan
Searches your procedures, guidelines and knowledge base, then plans an answer for this specific person.
Step 2Act
Looks up live data through your connected systems — order status, subscription state, whatever the answer depends on.
Step 3Reply
Writes the answer in the customer's language, grounded in what it actually found rather than what it guessed.
Step 4Teach it once. It answers everywhere.
Your procedures, guidelines, help articles and notes live in one place. Change a refund policy and both channels start using it on the next question — there is no second knowledge base to keep in step, because there is no second system.
One set of procedures and guidelines
One knowledge base and one search index
One set of connected systems
One place to change your mind
Wherever the question arrives
Zendesk
Drafts and resolves tickets inside the queue your team already works in. It can suggest a reply for an agent to approve, or handle the whole ticket itself.
See the Zendesk channelWebsite Chat
Answers visitors on your own site before they ever open a ticket, and hands over to a person the moment it should.
Early access — set up with our teamSee the Website Chat channelAutonomy you can bound
Letting software answer customers unsupervised is only reasonable if you can say exactly what it may and may not do. These limits are enforced by the system, not requested in a prompt.
Nothing changes without permission
Anything that modifies state — a refund, a cancellation, a record update — is gated. It runs only where you have explicitly allowed it, and never at all on the public web channel.
Answers are grounded, not improvised
Replies are built from your procedures and live lookups. Where the system is not confident, it hands over instead of guessing.
Your AI account, your data
Connect your own OpenAI, Anthropic or Google account. You pick the model, you pay your provider directly, and we add no markup.
See it answer your own questions
Point it at your knowledge base and watch what it does with a real ticket before it ever touches a customer.