Lima

Lima is a next-generation AI support engine designed to shift customer service from 'assisted' to 'autonomous'. Built on a proprietary agentic framework, Lima utilizes Retrieval-Augmented Generation (RAG) combined with multi-step reasoning to resolve complex customer inquiries without human intervention. By 2026, Lima has positioned itself at the forefront of the 'Support-as-Code' movement, allowing technical teams to define support logic through declarative configuration and API-first deployments. Its architecture excels in high-volume environments where context retention across multi-channel threads (Email, Slack, WhatsApp, and Web Chat) is critical. Unlike legacy chatbots, Lima understands intent and can execute actions—such as processing refunds, updating subscription tiers, or troubleshooting API errors—by interfacing directly with a company's internal CRM and backend systems. The platform features a sophisticated 'Human-in-the-Loop' (HITL) safety layer, ensuring that high-stakes interactions are seamlessly handed off to human agents with a full synthesized context summary, minimizing time-to-resolution while maximizing user satisfaction scores.