12 months ago, we decided to throw everything away and build our own competitor. Today, we're releasing publicly what we think is the most complete AI Agent for customer support you can find on the market, making AI Agents affordable for every company over the world.

Hugo is the new AI experience that'll serve your teams and your customers, today and in the future at Crisp and as a standalone product.

Think of it this way:

• Hugo is the AI Agent for customer support
• Crisp is the AI-first customer support platform, embedding Hugo as  it's AI core features.

The team has put in a tremendous amount of work to release this new product. Below is the very detail of everything that comes along our latest product innovations.

Hugo, the AI Agent for customer support

Say goodbye to complex and slow AI training iterations 👋🏼

The new AI Agent offers unparalleled speed of training and validate answers before going live. You can simulate real customer conversations with Hugo and instantly see where answers hold up, and where they don’t.

Switch between training and testing in real time, iterate on real support questions, and launch your AI Agent with confidence.

Get to know more about Hugo.ai ->

Build your best AI Support teammates in a few simple prompts 👫

Hugo comes with built-in system instructions such as hallucination prevention, automatic escalation, and other safety guardrails.

These instructions let you shape how your AI Agent behaves, so it acts like your best support agent.

You can define brand tone, writing style, and even specific support scenarios to ensure Hugo delivers consistent, high-quality support across every conversation and channel.

Get to know more about Hugo.ai ->

Craft prompt-based custom behaviour depending on your own business rules 💅

Every business has situations where AI should not handle the conversation.
That’s why you can define custom routing rules to either trigger a specific workflow that contains your business logic, or automatically escalate the conversation to your support team.

Once the conversation is escalated, your traditional assignment rules are kicking-in to route the conversation appropriately

Get to know more about Hugo.ai ->

Automate conversations and support tasks end-to-end ⚙️

Agentic AI doesn’t just handle conversations, it also automates tasks, end-to-end.
With Hugo AI Agent, companies can trigger automated actions directly from a support conversation using one-click integrations, or build advanced no-code AI Agents that run on tools like n8n, Zapier, or Make.

We've also released an example of a custom MCP integration with Hugo that you can download to better understand what it takes to build automated support workflows.

Get to know more about Hugo.ai ->

Inbox

Get a better feeling of calm & peacefulness with the new Automated Inbox

The new Automations inbox creates a clear separation between human-handled conversations and AI-driven work. It gives teams a dedicated space to observe how Hugo resolves conversations, closes tickets, and scales support behind the scenes.

The result: more clarity, less cognitive load, and full transparency into AI activity. Anyone can monitor Hugo in real time, step in when needed, and stay confident that automation is working exactly as intended.

Crisp chat widget Core Update

To cope with AI Agent era, we had to revamp our chatbox widget. Two years after the last facelift, here's a new revamp that comes with numerous evolutions while staying true to our spirit of effectiveness, rapidity and affordability.

There is a new chat widget in town 💬

The new website chat widget comes with 3 new version that better fits with the era of Agentic AI.

The expanded widget version 🗼

The expanded widget improves readability and comfort during longer AI-driven conversations. By giving messages more space, it removes visual strain and makes interactions with Hugo easier to follow, especially when conversations become detailed or instructional.

The result: a calmer, more immersive support experience that feels built for AI-assisted dialogue, where users can read, understand, and act without friction, exactly when it matters most.

The minimized version 👝

The new minimized version makes the chat widget more discreet when it’s not in use, while staying instantly accessible. Its updated design follows modern UI patterns and reduces visual noise without sacrificing discoverability.

The result: a lighter presence on the page, a more polished first impression, and a chat entry point that feels intentional rather than intrusive.

The normal view 🫦

The chat widget is no longer a single, fixed interface, but a flexible system that adapts to different moments and use cases. Each UI serves a specific purpose, from passive presence to active conversation, with more evolutions already on the way.

Fully-compatible widget dark-mode released 🌚

The new dark-mode widget ensures the Crisp chatbox blends naturally into dark interfaces without breaking contrast or readability. It adapts seamlessly to your product’s UI, preserving brand consistency while keeping conversations clear and accessible.

The result: a chat experience that feels native in every environment, reduces visual friction for users, and lets the widget stay present without ever standing out for the wrong reasons.

Email input has been improved to prevent user information from slipping away

With the new email input, the chatbox now captures user contact details more reliably, at the right moment in the conversation. This reduces drop-offs, avoids incomplete profiles, and ensures every meaningful interaction can be followed up properly.

The result is simple: fewer anonymous conversations, better context for your team, and stronger continuity between chat, email, and support workflows, without adding friction to the user experience.

Create new conversations for different support topics

This new conversation flow helps separate topics instead of stacking everything into a single thread. Users can clearly close a resolved issue and start a new conversation when a different question comes up, either on their own or after an AI-powered resolution.

The result: cleaner conversations, better context for agents and Hugo, and more accurate tracking of support effectiveness. With clearly scoped conversations, metrics like time to resolution, resolution rates, and other KPI-related insights become easier to measure, compare, and improve over time.

Pricing

Until today, AI replies generated through the bot were available free of charge. With the release of Hugo, AI-powered resolutions now move to a paid model to reflect the real value delivered by autonomous support and task execution.

Hugo runs on a credit-based system. Each plan includes a monthly credit allowance, used when Hugo resolves conversations or executes actions:

• Mini: $5 in AI credits
• Essentials: $25 in AI credits
• Plus: $75 in AI credits

If your usage goes beyond the included credits, you can enable pay-as-you-go to keep Hugo running without interruption. This gives teams the flexibility to scale AI usage as needed, while staying fully in control of costs.