Customer ServiceTriage.
Support tickets classified, common issues resolved automatically, and complex ones escalated with full context pre-filled — before a human agent even opens the queue.
Six agents.
No ticket left waiting.
Each agent handles one layer of the triage. The result: instant first response, common issues resolved without human touch, and agents only see tickets that genuinely need them.
Watches every support channel — email, live chat, contact forms, Intercom — and deduplicates tickets so the same issue from different channels isn't worked twice.
Reads the ticket, the customer's history, and their plan tier. Labels category, urgency level, and sentiment — and flags VIP customers for priority handling.
Searches the knowledge base, checks account status, and attempts to resolve common issues — password resets, billing questions, how-to queries — without involving a human.
When auto-resolution isn't possible, prepares a full context brief for the human agent — ticket summary, customer history, attempted solutions, suggested next steps.
Sends the resolution confirmation to the customer, updates the CRM with the outcome, and triggers a CSAT survey after the appropriate delay.
Coordinates every handoff, enforces SLA timers, retries on failure, and keeps a full audit log so you can inspect any decision the system ever made.
Renewal failed.
Fixed by 14:37:44.
A customer's subscription renewal failed. They email support. No human is available. By 14:37:44 they have a working payment retry link in their inbox — and a closed ticket.
What we need from you.
Labelled with category, resolution, and whether it was auto-resolvable. This trains the classifier and tells us what the resolver can handle on day one.
Existing help articles, FAQs, internal runbooks. If they don't exist yet, we can help structure them — but the subject matter needs to come from your team.
Read/write access to your support platform (Zendesk, Intercom, email), CRM, and any systems the resolver needs to act on — billing, auth, account management.
What always goes to a human, what can always be auto-resolved, and the grey area in between. A first-pass doc is fine — we'll refine it during testing.
From kick-off to live.
Audit ticket history, define categories, agree escalation rules and auto-resolution scope.
Agents wired, classifier trained, resolver connected to your systems, end-to-end tested on historical tickets.
Shadow mode on live tickets. Human agents review every auto-resolution. Tune until confidence thresholds are earned.
Cut over. We monitor for two weeks. Retainer available as your product and ticket categories evolve.
Queue out of control?
Book a free 30-minute scoping call. Bring your ticket volume and categories — we'll tell you what percentage is automatable and what it would realistically take.