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ShopWave Autonomous Support Agent
An AI-powered system that resolves customer support tickets end-to-end using tool-based reasoning, policy awareness, and autonomous decision-making.
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Before you add AI to your product, find the screen where your users already copy and paste.
That's usually where the real AI feature lives. Not a chatbot in the corner, but a step people already do by hand: summarising a ticket, drafting a reply, tagging an upload, pulling fields out of a PDF.
Here's the order I follow when a founder asks me to add AI to an existing SaaS:
1. Pick one workflow, not "AI everywhere." Watch where users leave your app to paste something into ChatGPT and come back. That round trip is your feature.
2. Keep the model behind your own API. One service owns prompts, retries, logging and cost limits, so you can switch providers without touching the frontend.
3. Make it tenant-aware from day one. Each customer's data, prompts and usage stay scoped to their account, or the first enterprise security review will stop you.
4. Ship a draft, not a decision. Let the AI suggest and the user approve. You earn trust and get real feedback before you automate anything.
5. Measure accepted output, not tokens. If users rewrite most of what it produces, the prompt or the context is wrong, and that's your real roadmap.
Most AI features that flop didn't fail because of the model. They were bolted onto the wrong step.
What's the one task your users still copy into ChatGPT?
Watching where users paste into ChatGPT and come back is such a practical way to find the real feature. Most teams start with the chatbot instead.
Meet Moe.
Moe is the mascot and AI guide we designed for our studio's website. We started with the character: a soft, friendly cube, modelled, lit and rendered in Blender. All six expressions (happy, wink, wow, thinking, chill, curious) are posed from the same 3D model, so he stays consistent across the site and our socials.
On the site, Moe is rebuilt in code. He waits in the corner, blinks, follows your cursor with his eyes, and dozes off when ignored, then opens into a chat that helps founders work out what they need: which package fits, what's included, the timeline and how soon work can start. His answers come straight from the site's CMS, so they stay current when pricing changes, and he hands off to the team when a question needs a person.
Need a mascot for your brand or an AI assistant on your website? Send us a message here; we'd love to build yours.
That 3D mascot branding combined with an AI-powered product studio concept is brilliant, Ibrahim! The clean UI and character expressions give the whole agency presence a ton of personality.
Everyone is shipping AI agents right now. Almost no one is testing them — and that is the whole problem.
A demo agent and a production agent are different animals. The demo works because you walked it down the happy path. Production breaks on the paths you never imagined.
A real example from my own work: a support assistant correctly handed a conversation to a human when someone wrote "I want to talk to a person" in Spanish — but not in English, because one phrase was missing from a rule. Every automated test passed. It only surfaced when I ran real conversations through it.
That is the gap the "agents will replace everything" wave keeps skipping. The hard part was never making an agent act. It is making it:
• say "I don't know" instead of guessing,
• hand control back to a human at the right moment,
• and prove, with tests, that it still behaves when the input gets strange.
Autonomy is cheap. Trustworthy autonomy is the real engineering.
Before you let an AI agent near real users or real data — what is the first thing you check?
The Spanish vs English handoff bug is such a good example. Every test passes until a real user shows up.