What makes SaaS & Tech support hard
Traditional tools weren't built for the volume, urgency, and specialization your team faces.
Documentation overload
Your help center has 200+ articles. Agents can't read everything. Answers vary wildly by shift, leading to inconsistent customer experiences.
Unnecessary engineering escalations
Basic technical questions reach your engineers because frontline agents lack the context to answer them — burning expensive engineering time.
Onboarding abandonment
New users hit setup friction and give up before seeing value. Support is the last line of defence — and it's being overwhelmed by the same 10 onboarding questions.
Purpose-built for SaaS & Tech
Every answer grounded in your actual docs
Connect your help center, Notion workspace, changelog, and API docs. Liya surfaces the right article for every ticket — with source citations agents can verify in one click.
- Connects to Notion, Confluence, GitHub, and PDFs
- Auto-detects outdated docs and flags for review
- Source citations in every AI reply
- Gap detection — know what your KB is missing
Route technical tickets without reading them
Liya classifies each ticket as technical, billing, onboarding, or feature request — and routes it to the right queue with context, before any agent touches it.
- 40+ intent categories out of the box
- Tech / billing / onboarding auto-routing
- Escalation to engineering only when truly needed
- Priority scoring based on plan tier and urgency
Technically accurate replies in under 2 seconds
Liya drafts replies that sound like your senior support engineer — grounded in your docs and changelog, with the right level of technical depth per customer tier.
- Drafts grounded in real docs, not guesswork
- Tone adapts to customer tier (dev vs. end-user)
- One-click send or inline edit
- Confidence score flags replies that need review
“The AI draft feature is genuinely good — our agents use it about 70% of the time. It sounds like us, not a robot. Setup took an afternoon and it just worked.”
Sam R.
Support Lead · B2B SaaS, 45-person team
70%
AI draft adoption rate
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