Hugo is a sophisticated AI agent designed specifically for customer support ecosystems, moving beyond the standard 'FAQ-bot' model to provide actual utility. Developed by the team at Crisp, Hugo leverages multi-turn conversation logic to understand the nuance of customer inquiries, ensuring that it doesn't lose the thread during complex interactions. By bridging the gap between natural language processing and live business data, it acts as a digital teammate capable of executing real-world tasks rather than just reciting pre-written scripts.
What sets Hugo apart is its focus on reliability and control. It isn't just a wrapper for a large language model; it is an engineered system that connects to product catalogs, CRMs, and operational tools. This means when a customer asks about a specific order or a technical specification, Hugo pulls from your 'source of truth' rather than guessing. For businesses, this translates to a support layer that scales without sacrificing the accuracy or the human touch required for high-stakes interactions.
Features
- Multi-turn Contextual Intelligence: Unlike basic bots that treat every message as a new event, Hugo remembers previous exchanges to handle complex, multi-step inquiries naturally.
- Live Data Integration: The agent connects directly to your business databases and product catalogs, ensuring every response is grounded in real-time information.
- Action-Oriented Capabilities: Hugo can perform tasks like updating shipping addresses or checking subscription statuses by interacting with your internal APIs.
- Seamless Human Handoff: When a conversation reaches a predefined complexity threshold, Hugo transitions the chat to a human agent with a full summary of the interaction.
- Strict Operational Boundaries: You can define exactly what the AI can and cannot say, ensuring it stays within brand guidelines and avoids hallucinations.
- Omnichannel Deployment: Deploy the agent across various platforms, including WhatsApp, Email, and Messenger, while maintaining a unified knowledge base.
- GDPR-Compliant Infrastructure: Hosted on European servers, the platform prioritizes data sovereignty and meets strict privacy standards.
How to Use Hugo
- Link your Crisp Workspace: Start by integrating Hugo with your existing Crisp account to access the communication dashboard.
- Upload Knowledge Sources: Sync your help center, documentation, and PDFs to give the AI a foundational understanding of your business.
- Configure API Connections: Connect your CRM, warehouse management system, or other business tools to enable the agent to pull live data.
- Define Skills and Workflows: Set up specific 'Skills' that dictate how Hugo should handle certain categories of requests or when to trigger actions.
- Test in Sandbox Mode: Use the internal testing environment to simulate conversations and refine the agent's logic before going live.
- Monitor and Iterate: Use the built-in analytics to identify where Hugo succeeds and where human intervention was required to improve its performance.
Use Cases
- Automated Order Management: Customers can check tracking numbers or modify orders directly through the chat without human intervention.
- Technical Support Tier 1: Hugo can walk users through troubleshooting steps based on your technical documentation, escalating only the unique bugs.
- Lead Qualification: The agent can engage website visitors, answer product questions, and sync qualified leads directly into your CRM.
- 24/7 Multilingual Support: Provide instant assistance in multiple languages across different time zones without hiring a global night shift.
FAQ
What is Hugo?
Hugo is an AI customer support agent powered by Crisp that handles multi-turn conversations and integrates with live business data to perform actions.
Is Hugo free to use?
While Crisp offers various tiers, Hugo's advanced AI capabilities typically require a specific subscription plan. Check the official website for current pricing details.
How does Hugo prevent hallucinations?
Hugo uses a 'grounding' technique where it only answers based on the specific data and documents you provide, rather than relying on general training data.
Does it work with third-party tools?
Yes, Hugo is designed to connect with CRMs, product catalogs, and other operational tools via secure APIs.
Can I customize the handoff process?
Absolutely. You can set specific triggers that immediately alert a human agent when a customer is frustrated or has a complex request.
Where is the data stored?
Hugo is a Europe-hosted solution, ensuring all data processing and storage comply with GDPR standards.
