An AI agent that answers from your own docs.
Cove AI reads each app's help center, website, files, and Q&A, then answers customer questions directly, in their language, with citations. When it isn't sure, it hands off to your team with the full context. Not a generic chatbot: an agent built to deflect tickets without guessing under your name.
Grounded in your knowledge · Escalates when unsure · $0.20 per resolved conversation
It answers from your knowledge, and only your knowledge.
Cove AI is trained on your own help-center articles, a crawled docs or help site, uploaded files, and hand-written Q&A, kept separately for each app. Every reply is grounded in what it retrieved: hybrid search plus a reranker pick the right passages, and Cove AI cites them back to the customer. If the answer isn't in your sources, it is built to hand off instead of guessing a price, a policy, or a step.
- ✓Four sources: help center, website crawl, uploaded files (TXT/MD/CSV), Q&A
- ✓Hybrid retrieval (semantic + keyword) with a cross-encoder reranker
- ✓One-click "Train AI", embeds your existing articles automatically
- ✓Knowledge kept per app, so each app's customers get that app's answers
- ✓Source citations shown to the customer, so every answer can be checked
- ✓Follow-up aware, resolves "what about mine?" into a full question before it answers
Start in Suggest. Graduate to Auto when it's earned your trust.
Cove AI starts safe: it drafts replies your agents approve. As your team accepts those drafts, the analytics show the acceptance rate climbing, and tell you when Cove AI is ready to reply on its own. Flip it to Auto, or Auto-only-when-offline so Cove AI covers nights and weekends while your team owns the day. Hybrid does both automatically.
- ✓Five modes: Off · Suggest · Auto-when-offline · Auto · Hybrid
- ✓Suggest mode drafts replies; agents accept, edit, or reject in one click
- ✓Trust funnel surfaces acceptance rate and a "ready for Auto" signal
- ✓Off-hours coverage tied to your live availability + business hours
- ✓Handles greetings and small talk itself, never pages a human for "thanks"
Cove AI knows your plans. For Shopify apps, it knows who pays.
Describe your tiers once and Cove AI answers plan questions precisely, citing only the prices and links in your own sources. Connect your Shopify Partner account and it also sees each merchant's billing: free install or paying, MRR, and Shopify Plus. So when a free-install merchant asks about a paid feature, Cove AI is honest that it's paid instead of pretending it doesn't exist, and can nudge an upgrade when you want it to.
- ✓Shopify apps: real billing facts, paying vs free install, MRR, Shopify Plus
- ✓Honest about paid features, never a blank "not available"
- ✓Neutral or nudge-to-upgrade, your call, per app
- ✓Describe your tiers once; Cove AI answers plan questions precisely
Built to know its limits, and hand off cleanly.
A confidence threshold decides when Cove AI answers versus escalates. Set topics it must always send to a human (billing disputes, cancellations, legal) and Cove AI routes them straight to your team. When it does hand off, it writes a warm, context-specific line so the customer gets a real transfer, not a cold dead end. Customer messages are treated as untrusted, so prompt-injection attempts get politely declined.
- ✓Tunable confidence threshold: answer more, or only when very sure
- ✓Scope fence: topics Cove AI always routes to a human
- ✓Max replies before handoff, and a clear AI disclosure label
- ✓Warm, context-aware handoff line on every escalation
- ✓Prompt-injection resistant, customer input is never trusted as instructions
See exactly what Cove AI deflects, and what it's missing.
A live dashboard shows deflection rate, conversations handled, CSAT, and cost over time, answered versus escalated, day by day. And Knowledge Gaps clusters the recurring questions Cove AI couldn't answer, so you know precisely which Q&A or article to add next to deflect more. You're never guessing, and at $0.20 per resolved conversation, the cost is always clear.
- ✓Deflection rate, handled count, CSAT, and cost, by date range
- ✓Answered-vs-escalated trend with deflection % overlaid
- ✓Knowledge Gaps: recurring unanswered questions, clustered and counted
- ✓Haiku by default for low cost; Sonnet when you want higher quality
Most AI chatbots would rather guess than say "I'm not sure." Cove AI hands off.
Generic support bots optimize for always having an answer. For a software product, a wrong answer about billing or a setting is worse than no answer: it creates a ticket and a bad review. Cove AI is built the other way: grounded in your docs, honest about your plans, and quick to hand off when it isn't sure. It deflects the easy questions so your team spends its time on the customers who actually need a human.
Cove AI works tighter with the rest of Convot.
AI escalation & QA
Cove AI answers the front line. Behind it, frustration escalation and auto-QA grading keep every conversation in check.
See the AI layer →Help center
The articles on your own domain are exactly what Cove AI trains on, write once, deflect twice.
Explore help center →Live chat
Cove AI lives in the branded widget on each of your apps, with a clean human handoff when needed.
Explore live chat →Put Cove AI on your front line.
Start Convot free, then add Cove on a paid plan. Train it on your docs in one click, run it in Suggest mode, and pay $0.20 per resolved conversation in which it replied.