AI-Powered Chat & Agentic
Customer Support Platform
A mobile-first messaging super-app with an AI agent on the front line of customer support. It resolves routine questions instantly and hands complex cases to human agents, along with full context and an AI copilot.
Bitara designed and built a messenger that puts social chat, customer service and financial services in one app. Every support conversation is answered first by an AI agent that works inside strict safety rules. When a case needs a human, agents claim it from a live queue, turn it into a ticket, and use AI tools to summarise the conversation, suggest replies and polish drafts. Supervisors can monitor any session in read-only mode, and every conversation ends with a satisfaction rating.
Overview
KovaChat is a messaging super-app built for communities and service-led businesses across Southeast Asia and Greater China. It combines one-to-one and group chat with an agentic customer support system. AI agents greet customers, gather the right details and answer common questions around the clock. Human agents step in through a dedicated console when a case needs judgement or account-level action. The same app also includes KYC-gated card issuance, in-chat red packets and a gamified rewards hub, so users never need to leave the platform.
Demo build — all brand names, user names and data shown in the screens are fictitious and used for demonstration only.
Key Features
Instant Messaging & Groups
One-to-one and group chat with replies, forwarding, multi-select, notes, favourites and festive red-packet gifting.
Community Moderation Tools
Group admins can mute, warn and delete messages directly from the message menu to keep large communities healthy.
Verified Contacts & Official Channels
Official support accounts and expert hosts carry visible badges, and a dedicated security centre helps users avoid impersonators.
KYC-Gated Card Issuance
Users apply for an EMV-chip payment card in the app once identity verification is complete, then track the card from a personal dashboard.
Gamified Rewards Hub
A prize-draw experience with daily check-ins and points keeps users engaged and coming back to the app.
Cross-Device & Localised
Light and dark themes, multi-language support and a desktop client give users a consistent experience on every screen.
Agentic Support Architecture
AI Front-Line Agent
Every new conversation is answered by an AI agent that clarifies the issue, asks for the minimum details needed and resolves routine queries instantly.
Safety-First Guardrails
The AI never asks for passwords, verification codes or private keys, and it never promises account changes it cannot make.
Live Queue & Human Handoff
Sessions flagged “AI handling, awaiting agent” appear in a live queue, where agents can claim them, open a ticket or close them in one tap.
Agent AI Copilot
Instant summaries, suggested replies and one-click draft polishing help agents respond faster and in a consistent tone.
Ticketing & Skill-Group Routing
Conversations become tickets routed to skill groups such as after-sales, with ownership, status and message counts always visible.
Supervisor Oversight & CSAT
Read-only monitoring, agent-only internal notes, end-of-session reason logging and 5-point customer ratings support quality control.
Platform Screenshots
