Customer Support and Voice AI
AI receptionist for small business: calls, bookings and handoffs
What an AI receptionist does on a real call, the rules that apply, a sample greeting and a pass/fail checklist to launch one safely.
Front Line
AI Agent Tuning Retainer
Someone reviews your AI support agent every month, fixes what it got wrong and tells you plainly how it is doing.
An AI support agent can work well at launch and slip later, as products, prices and policies change. Often nobody reads its conversations to notice. AI Agent Tuning Retainer gives it regular attention. Every month we review real conversations, fix wrong or missing answers, re-run your test set and send a short report. The monthly report keeps you in the loop.
- Up to 300 conversations reviewed every month
- Up to 15 fixes to content, guidance or rules
- Monthly test run and a 1-page written report
$1,275/mo
3-month minimum, paid upfront
Up and running in 10–20 working days
What it is
AI Agent Tuning Retainer is a monthly service for AI support agents that nobody reviews. Each month we read up to 300 conversations and make up to 15 fixes to content, guidance or rules. Then we re-run your test set. You get a 1-page report on resolution rate, handoff rate and new questions.
Why businesses buy it
AI support agents rarely fail all at once. They drift, one outdated answer at a time, until customers start to notice. Most teams switch the agent on and then have no time to read what it says. This retainer is that missing step. A person reviews real conversations every month and fixes what went wrong. Your test set shows whether answers held up. The report is short and plain, so you can see the trend and decide whether to continue.
Problems this solves
Nobody reads what the AI agent actually tells customers
Each month we review up to 300 of your AI agent's conversations. Wrong, missing or weak answers and poor handoffs are noted and fed into that month's fixes.
Answers fall behind when products, prices or policies change
We make up to 15 fixes a month to content, guidance or rules. Your approver signs off any change to policy answers before it goes live.
Quality slips quietly until customers start to complain
We re-run your test set every month, or build one in month 1 if you have none. Falling results show where answers have drifted before complaints arrive.
Platform dashboards show numbers but no clear next steps
A 1-page monthly report covers resolution rate, handoff rate and the top new questions customers ask. It also proposes what to focus on next month, for your approval.
A good fit if
You run an AI support agent such as Intercom Fin, Zendesk AI, Gorgias AI or Freshdesk Freddy.
Nobody on the team has time to read the agent's conversations or fix its answers.
Your products, prices or policies change often, and you worry the agent's answers fall behind.
You want a short monthly report on how the agent is doing, not a dashboard to interpret alone.
Not the right fit if
Your AI agent was built by Upmark. Its own maintenance plan covers reviews and fixes.
Your helpdesk AI agent has never been configured properly. Start with Helpdesk AI Agent Setup.
You want a one-time, independent check of how accurate your chatbot is. See AI Chatbot Accuracy Audit.
You need many new help articles written at once. See Help Center Content Build.
How it works
- You give us admin access to the agent platform and conversation export or reporting access.
- In month 1 we use your existing test set, or build one if you do not have one.
- Each month we review up to 300 conversations and note wrong, missing or weak answers and poor handoffs.
- We make up to 15 fixes to content, guidance or rules, and your approver signs off any policy answers.
- We re-run the test set to catch drift, then send a 1-page report on what changed.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- Admin access to the AI agent platform, by invite or a key you control.
- Conversation export or reporting access.
- Your existing test set, if you have one.
- One person who approves fixes to answers about policy.
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
Order placed. Platform access and conversation access are due within 72 hours.
Weeks 1–2
Access checked and your test set reviewed, or a new one built.
Every month
Up to 300 conversations reviewed and up to 15 fixes made.
Month end
Test set re-run and the 1-page report sent.
Months 2 and 3
The same cycle, with fixes aimed at the issues each report surfaces.
After month 3
The minimum term ends. Continue month to month, or cancel.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 10–20 working days | $3,825 |
What you receive at handover
- Month 1: a test set built for your agent, if you do not have one
- Each month: up to 300 conversations reviewed and up to 15 fixes made
- Each month: your test set re-run to check for drift
- Each month: a 1-page written report
- If you stop: every fix stays in place, and you keep the test set and the reports
Expected benefits and how to measure them
- Helps keep AI answers accurate as your business changes
- Can catch answer drift before customers complain
- Gives you a plain monthly view of how the agent is doing
- Resolution rate
- Read it from your AI platform's reports each month and compare it with the month before the retainer started.
- Handoff rate
- Track the share of AI conversations passed to people in the same reports, month on month.
- Test set accuracy
- Compare the share of correct answers in each monthly test run with the first run.
Before you start: Before the first cycle, export last month's resolution and handoff rates from your AI platform. The first test run sets the accuracy baseline.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
You keep paying your AI agent platform plan and usage fees directly to the vendor. Our monthly fee covers the reviews, fixes, test runs and reports. Platform usage fees may change as your agent resolves more or fewer conversations.
Ask about running costsCustom requirements
Add a note at checkout if you need something specific. If it fits within the Scope Card it is simply included. If it goes beyond it, you get a written Change Quote within two working days, and that work starts only once you accept it, with its time added to your delivery date.
Request a custom versionHow billing works
There is no separate maintenance, because the retainer itself is the ongoing care. The first three months are paid upfront, which gives the reviews time to catch the main problems. After that it runs month to month, and you can cancel any month. Your agent, content and test set stay yours.
$1,275/mo
The first 3 months ($3,825) are paid at checkout. After that it runs month to month and you can stop any month.
Ask a questionHow this compares
| Do it yourself | Hire a traditional agency | Upmark Labs | |
|---|---|---|---|
| Reviews | Someone reads conversations when they find the time | Often part of a larger support contract | Up to 300 conversations reviewed every month |
| Fixes | Made when someone complains | Varies | Up to 15 fixes a month to content, guidance or rules |
| Drift | Noticed late, if at all | Depends on the provider | Your test set re-run every month |
| Reporting | Platform dashboards you read alone | Format varies | A 1-page written report each month |
Questions about this product
How much does the AI Agent Tuning Retainer cost each month?
AI Agent Tuning Retainer is $1,275 a month. The first three months are paid upfront at checkout, covering onboarding and three monthly cycles of reviews, fixes and reports. After the third month it continues month to month, and you can cancel any month. Your AI platform's own fees are separate and paid to the vendor.
Which AI support agents can you tune each month?
Agents on platforms such as Intercom Fin, Zendesk AI, Gorgias AI, Freshdesk Freddy and Help Scout. We need admin access and a way to read conversations, through an export or reporting access. The retainer covers one platform and one language. Agents built by Upmark are covered by their own maintenance plans instead.
What counts as one of the 15 monthly fixes?
One change that corrects a wrong or missing answer. That might be editing a help article, adding guidance for a tricky topic, adjusting a handoff rule or updating a policy answer. Up to 3 of the fixes each month can be new articles. Your approver signs off anything that changes what the agent says about policy.
What is AI agent drift, and how do you check for it?
Drift is when answers get worse over time without anyone changing the agent. It happens when products, prices or policies change, or when the vendor updates its AI. We re-run your test set every month and compare the results. A drop in correct answers shows where to look before customers notice.
What does the monthly AI agent report show?
Three things on one page: resolution rate, handoff rate and the top new questions customers asked. It also lists the fixes we made and the test-set results. A short note covers what changed and what we plan to look at next month. The figures come from your platform's own reporting.
Will monthly tuning raise our AI agent's resolution rate?
It often helps, but we cannot promise a number. Resolution depends on your customers, your content and how the vendor's AI behaves. What the retainer gives you is steady attention: real conversations reviewed, answers fixed and the results reported honestly every month. The report shows the trend, so you can judge whether it is worth continuing.
What happens to our AI agent if we stop the retainer?
Your agent keeps running as it is, with every fix we made still in place. The content, rules and test set are yours, and the monthly reports stay with you. Reviews and fixes simply stop. You can re-run the test set yourself from time to time to watch for drift.
Guides on this topic
All guides Give your AI agent a monthly check-up
Order AI Agent Tuning Retainer for monthly conversation reviews, up to 15 fixes, a fresh test run and a plain one-page report.
Works well with
Front Line
Helpdesk AI Agent Setup
Your helpdesk's own AI agent on Intercom, Zendesk, Gorgias or Freshdesk configured and tested, so it answers from the right content and…
Front Line
AI Order Support Agent for Gorgias
Answers order status, delivery and change requests using live order data, connected natively to Gorgias so it reads and updates tickets, customers,…
Front Line
AI Order Support Agent for Adobe Commerce
Answers order status, delivery and change requests using live order data, connected natively to Adobe Commerce so it reads and updates orders,…