Hugo is a next-generation conversational AI agent and chatbot for Crisp that automates customer support across channels by understanding intent and multi-turn context, proactively guiding users, autonomously handling many incoming conversations, and taking real actions via integrations (e.g., fetching live data or triggering workflows) while escalating complex cases to humans with full context; it’s trained on custom data, configurable with personality and routing rules, supports advanced LLMs from providers like OpenAI and Anthropic, and provides analytics so teams can reduce repetitive workload, improve resolution rates, and scale support efficiently.