Your support team,
answered by text — on time, every time.
Thessil sets up text assistants for customer support teams — starting from a simple review of your help articles, all the way to a multi-channel, maintained setup.
Three ways to bring a text assistant to your support team
Pick the starting point that matches where your team is today. Each service builds on the last.
Support Knowledge Review
A starting service for support teams who want to see how a text assistant could answer common customer questions from their existing help content. We review your articles, run a small sample, and discuss fit.
- Article and content review
- Sample answers from your content
- Written summary of findings
- Suitable for support leads
Support Assistant Setup
For teams ready to add an assistant to their help channels. We organise your content, configure the answers, and keep a clear path to a human agent when it matters most.
- Content organisation and setup
- Human handover design
- Team training session included
- Aimed at support managers
Support Experience Programme
A broader engagement for teams covering several channels and languages. Includes quality reviews and internal ownership guidance so answers stay accurate and kind over time.
- Multi-channel setup
- Multilingual answer configuration
- Quality review cycle
- Maintenance guide included
What a well-configured assistant actually does for your team
Answers without waiting
Customers get clear, relevant replies at any hour — without your agents having to repeat the same answers manually.
Keeps humans in the loop
Every setup includes a designed handover path. Complex or sensitive cases go straight to a person — no dead ends.
Works in multiple languages
Configured to handle Bahasa Malaysia, English, and Mandarin in the same channel — meeting customers where they are.
Built from your content
We work with the help articles and FAQs you already have — no need to create new material from scratch before starting.
Grows with your team
Start with a single-channel review and expand to a full programme as your team's confidence and needs develop.
Clear ownership inside
We hand over documentation and guidance so your own staff can keep the assistant accurate — no dependency on us forever.
Ready to see what your help content could do?
Start with the Support Knowledge Review — a low-commitment way for your team to understand what's possible before committing to a full setup.
Things support teams typically ask us
Do we need to prepare new content before starting?
No. We begin by reviewing the help articles and FAQs your team already maintains. If gaps exist, we note them in the written summary — but you don't need to write anything new to get started.
Which channels can the assistant work in?
We work with web chat, email-based ticketing, and WhatsApp-connected flows — depending on the service tier you choose. The Support Experience Programme covers multi-channel configuration, while the Setup service focuses on a single primary channel.
How long does the setup service take?
The Knowledge Review is typically completed within five to seven working days. The Assistant Setup takes two to three weeks including the training session. The Support Experience Programme runs four to six weeks depending on the number of channels and languages covered.
What if the assistant gives a wrong answer?
Every configuration includes a clear handover path to a human agent. If the assistant is unsure, it says so and passes the conversation on. The quality review cycle in the Programme tier is specifically designed to catch and correct answer drift over time.
Is the pricing one-time or recurring?
All three services are one-time project fees in Malaysian Ringgit. The Programme includes a review cycle within the scope. Ongoing maintenance afterwards is handled internally by your team using the guide we provide, or we can discuss a separate arrangement.
How is customer data handled during setup?
We work with your published help content and sample queries — not with personal customer data. Any data shared with us during the project is used only for configuration purposes and handled according to our privacy practices. You retain ownership of all content.
Our Office in Kuala Lumpur
Unit 14-1, Menara Hap Seng, Jalan P. Ramlee, 50250 Kuala Lumpur
Send us a message
We respond to all enquiries within one business day.
Contact Details
Phone
+60 3-2072 9648Address
Unit 14-1, Menara Hap Seng
Jalan P. Ramlee, 50250 Kuala Lumpur
Working Hours
Mon–Fri: 9:00 AM – 6:00 PM
Sat: 10:00 AM – 2:00 PM
Sun & Public Holidays: Closed