# Helpshift, Inc
*Also known as Helpshift*

- Website: https://www.helpshift.com
- Agent profile: https://directory.haycion.ai/agents/helpshift-com

> Helpshift is a global customer-support platform that enables brands to deliver scalable, AI-powered support across channels.

Helpshift, Inc provides a digital customer-support platform that helps organizations deliver fast, efficient, and empathetic service at scale. The platform combines AI-powered automation, intelligent routing, and multi-channel messaging (including in-app, web, and asynchronous conversations) to help brands reduce response times, improve CSAT, and lower support costs. By unifying knowledge bases, tickets, and customer data, Helpshift enables self-service options, proactive outreach, and consistent policy enforcement across teams. The company serves a broad audience including gaming studios and other organizations seeking to modernize customer care, automate routine inquiries, and empower agents to handle complex issues with context. As a subsidiary of Keywords Studios Group, Helpshift emphasizes privacy, security, and compliance while helping clients translate customer insights into better experiences. The platform emphasizes agent efficiency through features like automated triage, automated work queues, and real-time collaboration between human agents and AI, to deliver accurate guidance and escalation when needed. Helpshift supports 24/7 availability and multilingual content, enabling brands with global audiences to communicate effectively. The mission is to help organizations build strong relationships with their players and customers by delivering reliable, scalable, and context-aware support that fits modern digital expectations.

**Mission:** To help organizations deliver fast, empathetic, and scalable customer support by leveraging AI, automation, and intelligent workflows across channels.

## Products & Services

### [Customer Service Automation](https://www.helpshift.com/products/customer-service-automation/)
*Product*
Enhance efficiency and reduce costs through intelligent customer service automation.

- **Automated ticket routing** — Streamline Ticket Management
- **Bot-driven workflow automation** — Improve Response Times
- **Intelligent issue classification** — Optimize Case Handling
- **Self-service deflection** — Enhance Customer Independence
- **Multilingual support** — Reach Diverse Markets
- **AI-powered self-service guidance** — Automates Problem Resolution
- **Real-time sentiment analysis** — Personalize Interactions
- **Escalation to human agents** — Seamless Agent Support Integration
- **Knowledge-base integration** — Centralizes Information Access
- **No-code bot builder** — Empower Non-Technical Teams
- **24/7 availability** — Ensures Continuous Access
- **Conversational Messaging** — Enhances Customer Engagement

### [Online Agent Desktop](https://www.helpshift.com/products/agent-desktop/)
*Product*
Enables seamless ticket management and collaboration for enhancing customer support efficiency.

- **Omnichannel ticket management** — Maintains Consistent Customer Experiences
- **Real-time collaboration tools** — Increases Resolution Speed
- **Bot-agent collaboration** — Enhances Workflow Efficiency
- **Scalable agent workspace** — Improves Operational Scalability
- **AI-powered insights** — Data-Driven Decision Making
- **CRM integration** — Provides Contextual Insights

### [Contact Center as a Service (CCaaS)](https://www.helpshift.com/glossary/contact-center-as-a-service-ccaas/)
*Solution*
Streamline customer interactions across channels with AI-driven support and automation.

- **Omnichannel support** — Enable Holistic Customer Engagement
- **AI-based call analysis** — Enhance Performance Insights
- **Scalability and Flexibility** — Adapt to Changing Needs
- **Call recording and logging** — Ensure Compliance
- **Reduced Costs** — Optimize Budgeting
- **CRM integration** — Centralize Customer Data

### [Automated Service and Deflection](https://www.helpshift.com/solutions/deflection/)
*Solution*
Optimize support processes by automating inquiries and deflecting tickets at scale for enhanced efficiency.

- **Automated Triage and Routing** — Streamlines Issue Management
- **Care AI Agent** — Automates Complex Resolutions
- **Deflection-Driven Automation** — Minimizes Support Load
- **Self-Service Integration** — Empowers Users
- **Deflection Analytics** — Measures Support Efficiency
- **Multilingual Support with AI** — Enhances Global Reach

### [Issue Classification and Ticket Routing](https://www.helpshift.com/products/customer-service-automation/classification-routing/)
*Product*
Automates issue classification and ticket routing for faster, context-aware resolution.

- **Automatic issue classification** — Classifies Issues Automatically
- **Intelligent ticket routing** — Routes Tickets Efficiently
- **Continuous learning** — Enhances Classification Over Time
- **Contextual escalation** — Transfers Context with Ease
- **Integration with Automation** — Streamlines Support Processes
- **Multilingual capabilities** — Communicates Across Languages

## Market Segments

- **Contact center AI and customer service automation** (market size $12.1B, CAGR 25.8%): Capabilities for omnichannel virtual assistants, AI voice bots, self-service automation, and customer insights to scale customer service and contact center operations.
- **Contact Center as a Service** (market size $6.4B, CAGR 17%): Cloud contact-center capabilities including call routing, AI receptionist/IVR, agent analytics, CRM integrations, and omnichannel customer engagement for support and sales teams.
- **Self-service and knowledge management** (market size $21.0B, CAGR 14%): Portals, knowledge bases and automated workflows that enable customers and employees to resolve common requests independently and reduce ticket volume.
- **Automated ticket triage and routing** (market size $3.2B, CAGR 18.4%): Functionality that classifies, prioritizes, and routes incoming tickets automatically using historical tickets and configurable workflows to improve response SLAs and agent utilization.
- **Contact center agent assist** (market size $3.2B, CAGR 24.5%): Agent-focused workspaces and real-time assistance that consolidate advisor workflows, surface instant answers and training, and improve call quality and agent productivity.