We help support teams give better answers — without burning out their agents.
Thessil is a Kuala Lumpur-based team that sets up and configures text assistants for customer support departments across Malaysia.
← Back to HomeBuilt by people who spent years inside support teams
Thessil started from a straightforward observation: support agents in Malaysia spent a disproportionate amount of time answering questions that already existed in their help articles — just not in a format customers could easily find. The same ten questions, repeated dozens of times a day, across multiple channels.
The founding team came from operations and knowledge management backgrounds. We had seen the promise of text-based assistants in other markets and wanted to make that accessible to Malaysian businesses — without the complexity that usually accompanies enterprise AI projects.
Our approach is deliberately measured. We start by reviewing what you already have. We don't push teams to rebuild their help content or adopt tools that require months of onboarding. The first service we offer — the Support Knowledge Review — is specifically designed to answer one question honestly: would a text assistant actually be useful for your team right now?
We're based at Menara Hap Seng in Kuala Lumpur and work with support leads and operations managers across the Klang Valley and beyond.
Our mission
To help every support team in Malaysia spend less time on repetitive answers and more time on the conversations that actually need a person.
Our approach
Review first, configure second, maintain internally. We don't sell retainers — we build something your team can own.
Our reach
Kuala Lumpur-based, working with teams in English, Bahasa Malaysia, and Mandarin across Malaysia.
The people behind your setup
Farah Nadia
Head of Configuration
Former support operations lead with eight years in e-commerce and fintech. Farah designs the answer structures and handover logic for every project.
Raza Zulkifli
Knowledge Architect
Raza reviews help content and identifies where coverage gaps sit. He has worked with support teams in retail, logistics, and SaaS environments.
Lim Mei Shan
Client Engagement Lead
Mei Shan guides clients through each service stage, runs the training sessions, and makes sure internal teams feel confident managing the assistant independently.
Standards we hold across every engagement
Transparent scope
Each service has a defined deliverable. Before any work begins, we agree in writing what's included, what isn't, and what a completed engagement looks like.
Human handover design
Every assistant we configure has a documented path to a live agent. We don't leave customers in a loop — uncertain cases are identified and routed correctly.
Data handling discipline
We work with published help content and anonymised query samples — not personal customer records. Data shared during a project is used only for configuration and is not retained beyond delivery.
Internal ownership transfer
At the end of every engagement, your team receives documentation and a maintenance guide. The assistant should work for you — not create a dependency on us.
Plain-language communication
We explain what we're doing and why at each step. No AI jargon — just clear notes on what we found, what we changed, and what to watch for.
Quality review cycle
Within the Support Experience Programme, we include a structured review pass to check for answer drift and coverage gaps before we close the engagement.
What shapes every project at Thessil
Support teams in Malaysia face a specific kind of pressure: customer expectations for fast, accurate responses have risen alongside the volume of incoming contacts. Staffing more agents is one answer. Better-organised help content and a well-configured text assistant is often a more durable one.
We focus on making that second path accessible. That means starting with what a team already has — their help articles, their top-ten question categories, their existing channel setup — rather than asking them to start from scratch or commit to a tool contract before they've seen anything work.
The Support Knowledge Review exists precisely for this. It answers the question every cautious support lead has: "What would this actually do for my team?" before anyone signs up for a full configuration project.
We value directness over polish. If a team's content isn't ready for an assistant, we say that in the written summary rather than proceeding with something that won't perform well. Our reputation depends on setups that actually help — not on projects completed.
Talk to the team
Tell us about your support setup and what you'd like to explore. We'll come back with a clear, no-jargon answer.
Contact Us