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Support agent
An AI support agent trained on your fleet configuration. Answers operator questions instantly, and escalates what it can't resolve to your team.
All protocolsBORA Systems is a ferry operations platform built in Tallinn, Estonia — 33 modules across 6 functional categories, each on its own microservice with a local API. Certified to ISO/IEC 27001 and GDPR-compliant. As of 2026, in daily service across three regions: the Baltic, the Channel Islands and the Persian Gulf.
Overview
The support agent is an assistant grounded in one operator's specific deployment — its vessels, routes and rules — rather than a generic chatbot. An operator asks an operational question and gets an answer from the actual configuration.
It is built to know its own edges: when a question needs a human, it escalates with context attached rather than guessing. A first responder, not a replacement for your team.
What it is grounded on
The operator's own material: the live configuration BORA already holds — fleet, sailings, capacity, rules — and the operator's own documents, such as an internal handbook or standing procedures.
Which sources an agent is pointed at is agreed when it is set up, alongside the rest of the deployment, rather than something to configure from a page like this one.
Escalation
When a question falls outside the agent's data or scope, it does not guess. It hands the conversation on with the full context — the question, what it found, and what it was looking at — so a person picks up where the agent left off, not from scratch.
Where it hands off is the operator's choice: a chat channel, a shared mailbox, or whatever the support team already works in.
Scopes and guardrails
What the agent may reach and what it may do are set for the deployment, not assumed — an agent meant to answer questions is not given the ability to change what it is answering about.
It does not make commercial decisions or commit the operator to anything; it informs and escalates. And it is grounded in the configuration, not omniscient: a question outside its data is escalated, never invented.
Data handling
The agent is scoped to one operator's configuration and never sees another's. Conversations are processed under GDPR.
Frequently asked questions
Is the BORA support agent a generic chatbot?
No. It is grounded on one operator's live configuration — vessels, routes and rules — together with that operator's own documents, and answers from those.
What happens when the support agent cannot answer?
It escalates to wherever the operator's support team works, with the full context — the question and what it found — rather than guessing.
Can the support agent commit the operator to anything?
No. It informs and escalates; commercial decisions stay with people.
See Support agent in action
A 30-minute walkthrough of the platform, and how it connects to what you run.
Akadeemia tee 15a, 12618 Tallinn, Estonia