macha Reviews & Product Details

Macha is an AI platform for customer support, and a team that implements it for you. Our AI agents resolve tickets inside your help desk (Zendesk, Freshdesk, Gorgias, Front, Intercom and more). They check your internal systems for customer details, answer from your knowledge base, look up orders in Shopify, change customer subscriptions, issue refunds in Stripe, reply to the customer and close the ticket.. Anything an agent is unsure about goes to a person on your team. Most AI support tools hand you the software and leave the hard part with you: deciding what to automate, building it, testing it and going live without upsetting customers. At Macha, our team does that work. You create an account and connect your tools. Then: 1. We analyse your help desk and past tickets to find the categories worth automating, and the ones that should stay with a person. 2. We build your knowledge base from your help centre, website, docs and the replies your team already sends. 3. We build an agent for your biggest category and test it on your past tickets. 4. It goes live in safe mode, writing an internal note on each ticket, so your team decides what the customer sees. 5. Once you are comfortable, it replies on its own, and we move to the next category. The first agent is live in under a week. Your team gives us the business rules and reviews the results. We do the implementation, then keep monitoring and tuning the agents as your tickets change. Setup and monitoring are included on every plan. The platform: - Agents that take actions across connected tools: Shopify, Stripe, HubSpot, Notion, Confluence, Slack, Google Workspace and more - Custom API tools that connect agents to your own internal systems - Knowledge sources: help centre articles, docs, files and past tickets - Triggers on help desk events, plus scheduled triggers - Zendesk Copilot widget for agents working inside Zendesk - Continuous evaluation of agent answers - Agents described in plain English, with no code Pricing is per ticket. One ticket is one charge, however many replies it takes. Built for support teams at e-commerce, subscription and SaaS companies with repetitive tickets such as order status, returns, refunds, subscription changes and account questions. Website: https://www.getmacha.com