The questions buyers
actually ask.
Eight answers, written the way we'd say them on a call. PII, escalation, knowledge-base updates, integrations, deployment timeline, languages, white-label, and latency — with the conditions attached, not buried.
How does Aria handle sensitive data (PII)?
Customer messages pass through a PII redaction pipeline that strips sensitive values before any transcript is persisted to a ticket, handed to your team, or written to an audit log. Patterns covered today: US social security numbers written in the usual 3-2-4 grouping, payment card numbers, AWS access keys, Stripe live and test keys, GitHub tokens, and generic high-entropy secrets. Matched values are replaced with a labelled tag such as [CARD-REDACTED], and the original is not kept: redaction runs on the way in, before the message reaches the model, the session transcript, or anything we store.
Knowledge base files are stored per-tenant. Aria can only read documents that belong to the tenant she's serving. Cross-tenant access is structurally blocked at the file-resolution layer.
What happens when Aria can’t resolve a ticket?
Escalation fires automatically on any of these: the customer asks for a human; a billing dispute crosses the threshold you set; the subject is account security, legal, or compliance; the customer raises a chargeback, legal action, or a public review; or three consecutive turns pass without the issue being resolved. That last one is counted in code rather than left to the model to keep a tally of. When any fires, Aria hands the thread to your team with a one-paragraph context brief: the customer's question, what she tried, what failed, and her recommended next step.
You configure where escalations land (Slack channel, HubSpot ticket queue, Zendesk view). She never silently fails; the handoff is a first-class output, not a fallback.
How do I update Aria’s knowledge base?
Upload Markdown, PDF, or HTML documents through the admin UI or the ingestion API. Each upload is versioned with a content hash, so older answers stay reproducible after you publish corrections.
Updates reach live Aria in about a minute: an ingestion worker picks up your upload on a 60-second cycle, checks the new revision against the index, and activates it. There's no retraining step. The model reads your latest version on each turn; you don't pay for retrain time, and you don't sit through a stale window.
Which CRMs, helpdesks, and channels integrate today?
Live today (PINNED in v1): HubSpot (CRM + helpdesk), Slack (chat alerts + threaded handoff), Gmail (email follow-up + magic-link), Calendly + Google Calendar (booking), Twilio (SMS via toll-free verification, included in plans), Stripe (subscription + refund + radar), Google Sheets (analytics export), Zendesk (alternative helpdesk).
9 additional helpdesks shipped as DRAFTs awaiting human review: Freshdesk, Intercom, Salesforce Service Cloud, Help Scout, Front, ServiceNow, Jira Service Management, Gorgias, Kustomer.
How long does a deployment take?
From signed contract to shadow-mode Aria handling traffic: typically four to seven business days. Day one to two is knowledge-base ingestion and tone calibration. Day three to four is tool wiring. Day five is shadow mode, where Aria drafts every response but a human approves before send. Days six and seven are the supervised cutover.
Full white-label go-live happens when you say so. Most pilots flip the switch in week two.
Which languages does Aria handle?
Forty-plus languages, including Spanish, French, German, Italian, Portuguese, Dutch, Polish, Japanese, Korean, Mandarin, Arabic, Hindi, and Hebrew. Aria detects the customer's language from the first message and responds in kind, no manual switch required — for thirty-nine of them. Malay, Swahili and Tagalog are served but not auto-detected yet, so set the language explicitly for those.
How does white-labeling work?
You set the agent name, the brand color, the signature block, and the tone (Friendly, Professional, Empathetic). The end customer sees a specialist who works for you, not a chatbot built on Customer Service Pro.
What’s the latency commitment, and what happens during slowdowns?
First-reply target: under 1.2 seconds at the model output boundary, under 1.4 seconds end-to-end including UI render. When the upstream model is degraded, the request retries with backoff — three attempts inside the SDK, then one more from the orchestrator. If none of them produce a reply, the customer gets a short message saying there was a brief connection issue rather than an open-ended spinner, our on-call is alerted, and the contact is written to your CRM so the thread can be picked back up.
Didn't find it?
Ask Aria directly — she answers questions about pricing, deployment, and integrations using this same knowledge base. Or write to a human: hello@customerserviceprofessional.com.
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Try her in 90 seconds. Production launch in 4–7 business days, shadow mode first, and a 30-day Launch Guarantee that starts at cutover.
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