Creatio Adds AI Assistance to Its Free Support Plan for Faster, Always-On Help
Creatio has upgraded its no-cost Basic Support to an AI Support package. The big shift: instant triage, accurate request classification, and guided routing so every inquiry gets the right response without delay.
For support teams, this means fewer bottlenecks, clearer queues, and more time for the cases that truly need human judgment. It's free and available to all Creatio customers.
What's included in the AI Support package
- Always-available AI that reviews each request and identifies type and urgency in real time.
- Immediate suggestions or resolutions when possible; automatic routing to the right tier when deeper expertise is required.
- Self-service resources: Creatio Community, Creatio Academy, and the Knowledge Base in the self-service portal.
- Support access via the Customer Success Portal and email.
- Continuous learning from new cases to improve response quality over time.
Why this matters for Customer Support
- Shorter queues and lower first response times with automatic triage and prioritization.
- Higher first-contact resolution on repeatable issues through AI-driven suggestions.
- Cleaner handoffs and fewer reopeneds thanks to accurate classification and routing.
- Consistent, reliable answers while preserving human attention for complex cases.
How it works (in plain terms)
The system scans each request, detects intent and urgency, and either provides an immediate answer or routes the case to the appropriate tier. If the issue needs a specialist, it escalates with the right context attached.
Every interaction feeds the knowledge base, so answers improve as more cases pass through. The result is faster outcomes without sacrificing quality.
Practical steps to put this to work
- Map your top 20 case reasons and confirm routing rules match your team structure.
- Define clear escalation criteria (severity, impact, SLAs) so AI and agents follow the same playbook.
- Keep your Knowledge Base fresh. Small, frequent updates compound AI accuracy.
- Train agents on when to accept AI suggestions, when to override, and how to flag gaps.
- Track FRT, FCR, CSAT, and backlog weekly to see the impact and tune rules.
What customers get right now
- Real-time responses for common issues.
- Guided routing to the right support tier.
- Intelligent escalation when human expertise is required.
- 24/7 access to community, academy, and knowledge content.
Want the official details or to compare plans? Visit Creatio for the latest on support packages.
If you're upskilling your support team on AI-driven workflows and case automation, explore role-based training here: AI courses by job.
About Creatio
Creatio is a global vendor of an agentic CRM and workflow platform with no-code and AI at its core. The platform helps organizations automate customer and operational workflows to achieve fast time-to-value and strong ROI. Millions of workflows run on Creatio daily, supporting thousands of clients in over 100 countries.
Your membership also unlocks:
