Features

Pilar's core features work together to create a seamless, intelligent support system that scales with your organization's needs while maintaining the human touch that makes community work effective.

AI Agents & Knowledge Management

AI agents are the heart of Pilar's support system, powered by your organization's knowledge base. Together, they handle conversations, provide accurate information, and escalate complex issues to human staff when needed. Your knowledge base is where all your organization's information lives, ensuring your AI agents can answer any question your community asks.

AI agent features

Multi-language Support: Serve diverse communities in their preferred languages.
Text Messaging: Handle conversations via SMS and messaging platforms.
Escalation Management: Seamlessly transfer complex cases to human staff.
Performance Monitoring: Track response quality and user satisfaction.
Response Review: Complete transparency on AI responses.

Knowledge base features

Document Upload: Drag-and-drop interface for easy file management.
Usage Analytics: Track which documents are most helpful.

Multi-Channel Communication

Communication is how your community connects with your support system. Multi-channel support provides accessible, familiar ways for people to get help when they need it, whether through SMS.

Coming soon

WhatsApp Business: WhatsApp Business integration.
Phone Calls: Phone-based support capabilities.
Email: Email support for traditional communication channels.
Slack: Internal team collaboration and customer support through Slack workspaces.

Analytics & Reporting

Data drives improvement. Analytics help you understand how your support system is performing, what your community needs most, and where you can make the biggest impact. This insight is crucial for demonstrating value to funders and continuously improving your services.

Performance metrics

Query Volume: Track total interactions and trends.
Response Confidence: Monitor AI response quality.

Community insights

Usage Patterns: Understand when and how your community needs help.
Emerging Needs: Identify new service requirements.
Knowledge Gaps: Find areas where information is missing.
Impact Measurement: Demonstrate value to funders and stakeholders.
Data-Driven Decisions: Gain insight for decision making based on usage data.

Detailed reporting

Agent Performance: Individual agent statistics and improvements.
Source Document Usage: Which resources are most valuable.
User Satisfaction: Track community member experience.
Custom Reports: Generate reports for specific needs.

Human Takeover & Escalation

Even the best AI can't handle everything. Human takeover ensures that complex, sensitive, or unique situations get the personal attention they deserve. This hybrid approach combines AI efficiency with human empathy and expertise.

Manual Takeover: Staff can take control of any conversation.
Automatic Escalation: AI can escalate complex cases.
Performance Monitoring: Track escalation patterns.