Your AI agent handles the frontline. We handle everything else.
Keep your preferred AI agent and existing helpdesk. We'll bring the human workforce and proprietary middleware to handle:
The Human Safety Net behind your Customer Support Operation
- Agentic Integrations
- Human-in-the-Loop Coaching and Intervention
- Tier 2 Escalations
- Continuous Model Refinement with RLHF
- Realtime Metrics and Reporting
- End-to-End Customer Service Platform Management
Bot Runtime• Sierra AI (Meridian Global Air)LIVEIncident: Disrupted Itinerary — Flight DL-492 Canceled (Severe Weather)
Customer: “I need an immediate split-refund across two corporate cards, and to rebook my return leg to SFO tomorrow morning.”
Model Confidence: 58% • Escalated via Malasakit.ai Middleware Layer
“Good evening, David. I have your full reservation history up on my screen. I've rebooked you on the 08:15 AM nonstop to SFO and issued the $1,240 balance split evenly ($620/$620) across both corporate Amex cards with fee waivers applied. Your updated itinerary is in your inbox.”
Root Cause Tagged: Policy_Split_Payment • RLHF Retraining Pair Logged
Bot Runtime• Decagon AI (Aura Luxury Retail)LIVEIncident: In-Transit Fulfillment Reroute Request (Order #88319)
Customer: “I leave town tomorrow! I changed my delivery address, but I can't lose my 30% first-order promo code or pay twice.”
Model Confidence: 61% • Escalated via Malasakit.ai Middleware Layer
“Hi Elena, I've intercepted package #88319 directly with carrier dispatch and updated the destination to your temporary Austin address for delivery by 10:00 AM. I locked in your 30% VIP promotional discount so your billing remains exactly $214.20. Have a wonderful trip!”
Root Cause Tagged: Logistics_InTransit_PromoLock • SFT Fine-Tuning Pair
Bot Runtime• Zendesk AI (Acuity Global Financial)LIVEIncident: Security Flag – Overseas Authorization Failure ($4,500 Wire)
Customer: “My wire transfer to our supplier in Singapore is frozen and my corporate card was declined while checking into my hotel!”
Model Confidence: 44% • Escalated via Malasakit.ai Middleware Layer
“Hello Marcus, I see your authenticated biometric verification and trip telemetry. I have lifted the international fraud hold on your card and manually authorized the $4,500 wire to your supplier. Both lines are clear for use, and I'm monitoring your account for the next 24 hours.”
Root Cause Tagged: AML_Dual_Trigger_Auth • Compliance Telemetry Audited
Bot Runtime• Salesforce Agentforce (Novus Data Systems)LIVEIncident: Production Outage – Webhook Failure & Admin Lockout
Customer: “Our staging deploy broke API webhooks and three of our lead engineers have been demoted to 'read-only' mid-sprint.”
Model Confidence: 52% • Escalated via Malasakit.ai Middleware Layer
“Hi Sarah, I see your payload traces. The issue was an unhandled schema mismatch in the v2.4 endpoint update. I've restored full workspace admin permissions for your three engineers and rerun the webhook queue with 100% message delivery restored. Your sprint is back on track.”
Root Cause Tagged: API_Schema_Mismatch • Gold Standard QA Exported
Bot Runtime• Custom LLM Runtime (CareBridge Digital)LIVEIncident: Urgent Specialty Medication Dispensation Block
Customer: “My daughter's enzyme replacement prescription was denied by the automated pharmacy system, and her infusion is scheduled 8 AM.”
Model Confidence: 39% • Escalated via Malasakit.ai Middleware Layer
“Hello Mrs. Davis, I completely understand the urgency. I have reviewed her chart history and overridden the prior-authorization hold under clinical exemption protocol #77B. The infusion pharmacy in Chicago has verified the release, and courier delivery is confirmed for 6:30 AM before her visit.”
Root Cause Tagged: Rx_PriorAuth_Override • Empathy Telemetry Verified
Bot Runtime• Zendesk AI (OmniConnect Global Telecom)LIVEIncident: International Roaming Failure & Data Service Termination
Customer: “I just landed in Tokyo for critical client meetings and my eSIM is completely dead. The bot keeps asking me to reboot my phone!”
Model Confidence: 49% • Escalated via Malasakit.ai Middleware Layer
“Good afternoon, Jason. I'm bypassing the automated diagnostic steps entirely. I pushed a direct provisioning refresh to our Tokyo partner NTT network and reset your carrier profile. Your LTE/5G signal is restored right now, and I've waived the international roaming activation fee.”
Root Cause Tagged: eSIM_Partner_Handshake • Loop Detection Tag Logged
Incident — Disrupted Itinerary — Flight DL-492 Canceled (Severe Weather) Customer: “I need an immediate split-refund across two corporate cards, and to rebook my return leg to SFO tomorrow morning.” Multi-card split refund & waiver out of bot policy scope — Model Confidence: 58% • Escalated via Malasakit.ai Middleware Layer Bea C., Manila Delivery Hub, Intervening Live (0s Loss): “Good evening, David. I have your full reservation history up on my screen. I've rebooked you on the 08:15 AM nonstop to SFO and issued the $1,240 balance split evenly ($620/$620) across both corporate Amex cards with fee waivers applied. Your updated itinerary is in your inbox.” Resolved by Malasakit.ai in 14 seconds — Root Cause Tagged: Policy_Split_Payment • RLHF Retraining Pair Logged Incident — In-Transit Fulfillment Reroute Request (Order #88319) Customer: “I leave town tomorrow! I changed my delivery address, but I can't lose my 30% first-order promo code or pay twice.” Post-dispatch address alteration with single-use voucher — Model Confidence: 61% • Escalated via Malasakit.ai Middleware Layer Paolo M., Cebu City Delivery Hub, Intervening Live (0s Loss): “Hi Elena, I've intercepted package #88319 directly with carrier dispatch and updated the destination to your temporary Austin address for delivery by 10:00 AM. I locked in your 30% VIP promotional discount so your billing remains exactly $214.20. Have a wonderful trip!” Resolved by Malasakit.ai in 18 seconds — Root Cause Tagged: Logistics_InTransit_PromoLock • SFT Fine-Tuning Pair Incident — Security Flag – Overseas Authorization Failure ($4,500 Wire) Customer: “My wire transfer to our supplier in Singapore is frozen and my corporate card was declined while checking into my hotel!” High-value transaction lock & cross-border AML trigger — Model Confidence: 44% • Escalated via Malasakit.ai Middleware Layer Joy R., Manila Delivery Hub, Intervening Live (0s Loss): “Hello Marcus, I see your authenticated biometric verification and trip telemetry. I have lifted the international fraud hold on your card and manually authorized the $4,500 wire to your supplier. Both lines are clear for use, and I'm monitoring your account for the next 24 hours.” Resolved by Malasakit.ai in 22 seconds — Root Cause Tagged: AML_Dual_Trigger_Auth • Compliance Telemetry Audited Incident — Production Outage – Webhook Failure & Admin Lockout Customer: “Our staging deploy broke API webhooks and three of our lead engineers have been demoted to 'read-only' mid-sprint.” Multi-tenant RBAC permission error & payload timeout — Model Confidence: 52% • Escalated via Malasakit.ai Middleware Layer Dexter K., Silicon Valley / Tech Hub, Intervening Live (0s): “Hi Sarah, I see your payload traces. The issue was an unhandled schema mismatch in the v2.4 endpoint update. I've restored full workspace admin permissions for your three engineers and rerun the webhook queue with 100% message delivery restored. Your sprint is back on track.” Resolved by Malasakit.ai in 29 seconds — Root Cause Tagged: API_Schema_Mismatch • Gold Standard QA Exported Incident — Urgent Specialty Medication Dispensation Block Customer: “My daughter's enzyme replacement prescription was denied by the automated pharmacy system, and her infusion is scheduled 8 AM.” Prior-authorization policy override & time-critical logistics — Model Confidence: 39% • Escalated via Malasakit.ai Middleware Layer Maria L., Manila Delivery Hub, Intervening Live (0s Loss): “Hello Mrs. Davis, I completely understand the urgency. I have reviewed her chart history and overridden the prior-authorization hold under clinical exemption protocol #77B. The infusion pharmacy in Chicago has verified the release, and courier delivery is confirmed for 6:30 AM before her visit.” Resolved by Malasakit.ai in 19 seconds — Root Cause Tagged: Rx_PriorAuth_Override • Empathy Telemetry Verified Incident — International Roaming Failure & Data Service Termination Customer: “I just landed in Tokyo for critical client meetings and my eSIM is completely dead. The bot keeps asking me to reboot my phone!” Repetitive diagnostic loop & partner provisioning timeout — Model Confidence: 49% • Escalated via Malasakit.ai Middleware Layer Carlos N., Cebu City Delivery Hub, Intervening Live (0s Loss): “Good afternoon, Jason. I'm bypassing the automated diagnostic steps entirely. I pushed a direct provisioning refresh to our Tokyo partner NTT network and reset your carrier profile. Your LTE/5G signal is restored right now, and I've waived the international roaming activation fee.” Resolved by Malasakit.ai in 11 seconds — Root Cause Tagged: eSIM_Partner_Handshake • Loop Detection Tag Logged
Launch and Scale AI Customer Support—Without Taxing Your Internal Team
You choose your preferred AI agent. We make sure it delivers.
Malasakit.ai is the human safety net and software layer behind enterprise AI customer service. When bots hit tricky edge cases, our specialists take over with zero lost context, resolve the issue, and turn every interaction into clean training data to make your AI smarter and more reliable.
Step 01: Integration Without the IT Headache
Run Your Entire Support Desk on Autopilot
End-to-End AI CX Operations & Full-Stack Platform ManagementHand over the operational headache of managing customer service while keeping full visibility. Malasakit.ai delivers a complete managed solution—combining system integration, real-time HITL supervision, Tier 2 escalation desks, and continuous model retraining under strict enterprise resolution SLAs.
Plugs into your existing CRM, helpdesk, and AI agent:
Zendesk • Salesforce • Sierra • Decagon • Intercom • Custom APIs & Webhooks
Using a bespoke stack? Our Forward Deployed Engineers build custom connectors in days.