01· READ
Understand
Parse intent, language, history and urgency. Notice the question behind the question.
[ Atheena · A product by TEKKNA ]
Atheena.
AI-supercharged customer supportAtheena reads your tickets, drafts the response, answers in your customer's language, and escalates only what needs a human. On EU-resident infrastructure, with behaviour you can audit — not just trust.
10×
Faster first response60%
Tickets self-resolved30+
Languages supported100%
EU-resident dataThe pieces — LLMs that understand language, retrieval grounded in your knowledge base, fine-grained policies on what to escalate — have stopped being research.
Every new market, every new feature multiplies ticket volume. Teams burn out before they can hire — and the queue keeps growing.
Translating queues is slow and brittle. Native-quality replies in thirty-plus languages used to be a fantasy. It isn't anymore.
The answer is in the docs. Retrieval grounded in your own policies turns dormant content into the first line of resolution.
Procurement asks where the data lives, who trained the model, and which sub-processors touch it. We answer all three by design.
Atheena runs the same loop a senior support agent runs — only faster, in every language, with citations.
01· READ
Parse intent, language, history and urgency. Notice the question behind the question.
02· RETRIEVE
Pull the relevant policy and KB articles with citations. Hallucinations don't survive this step.
03· DRAFT
On-brand response in the customer's language. Auto-send, or queue for review — your call.
04· ESCALATE
Edge cases land in the right inbox with a pre-summarized context block. Humans start at minute three, not zero.
Nine building blocks, one product. No part-numbers, no per-seat AI add-ons, no model-of-the-week roulette.
Intent classification, priority scoring, language and channel detection — applied the moment a ticket lands.
Every draft links the source paragraph. Reviewers approve in seconds; auditors get a paper trail by default.
Retrieval across docs, macros, prior tickets and changelogs — language-agnostic and reranked for context.
Native-quality responses in the customer's language. No machine-translation handoff, no "translated by" footer.
Frustration, churn risk and high-value accounts surface for a human before the response goes out.
Resolution rate, deflection, language mix, escalations — and a per-ticket trail of what the model saw and said.
Inference, storage, logging — all in Frankfurt. Sub-processor list is short, current, and visible from day one.
Anthropic, Mistral, OpenAI, on-prem — switch per-task or per-tenant. We won't lock you into ours.
Zendesk, Intercom, Front, HubSpot — Atheena works inside your stack, not as another tab to babysit.
Live, 30-day rolling uptime across every component a customer ticket touches.
99.99% · 30d
99.97% · 30d
99.99% · 30d
99.96% · 30d
100.00% · 30d
100.00% · 30d
→ Last quarterly pen-test: passed, no critical findings.
We're onboarding twelve B2B SaaS teams handling 1,000+ tickets a month who want the AI stack done right — not duct-taped together.