Support and operations
Handle more volume with the same team — without sacrificing judgment on the hard cases.
Triage, routing, and first-response drafting are consuming senior staff time that should go to the hardest tickets. We build agents that do the routine work correctly so your team can focus on the decisions that actually need judgment.
Best for
- Support and operations teams with high-volume queues
- Businesses where routing, triage, and first response consume senior time
- Teams missing SLAs because context arrives too late
Choose this when
Choose this when the workflow is queue-driven and the biggest pain is triage, routing, draft replies, or escalation handling.
The problem
What we build
Triage and routing agent
Reads every inbound ticket the moment it arrives, pulls account history and policy context, and recommends priority, owner, and routing — before a human picks it up.
Draft reply generation
Produces a context-aware first reply based on account history, similar resolved tickets, and your support SOPs — for humans to review, edit, and send.
Escalation packets
For tickets requiring escalation, assembles the full context packet — account state, prior interactions, policy references — so the receiving engineer has what they need without starting from scratch.
Queue management
Monitors queue age, re-prioritizes based on SLA risk, and surfaces tickets falling through the cracks before they become escalations.
Voice and intake agents
For phone-heavy operations, voice agents handle structured intake, policy questions, and scheduling — handing off to humans the moment a call needs judgment.
Systems connected
- Zendesk, Intercom, Freshdesk, ServiceNow
- CRM and account records (plan tier, billing status, usage history)
- Help center, knowledge base, and internal SOPs
- Escalation rules and on-call ownership maps
- Phone systems and call recording infrastructure (for voice agents)
Where humans stay in control
- Nothing sent to a customer without a human reviewing and clicking send
- Escalation packets clearly marked as agent-assembled — receiving engineers verify, not assume
- Acceptance rate and routing accuracy tracked from week one
- Agents read CRM and policy data but cannot edit records, issue refunds, or change billing
Outcomes
63%
less time to first response (40-person support team, 6-week pilot)
4×
fewer tickets requiring escalation rework
~10 → 2 hrs
senior staff time spent on triage per week
Related services
Build and ship
Production Workflow Pilots
Choose this when the target workflow is clear and the next step is to build a production system, not run another experiment.
Learn more→
Knowledge and retrieval
Internal Knowledge Brain
Choose this when the main bottleneck is fragmented knowledge and the cost of work is in searching, reconstructing, and re-explaining context.
Learn more→
Governance and compliance
AI Governance Layer
Choose this when the workflow touches regulated data, high-risk actions, or enterprise systems that require explicit approvals and auditability.
Learn more→
How this plays out
AI Support Triage Agent
Tickets sat untouched for hours, and a third were misrouted on the first pass.
63%
less time to first response
Read the full story→
InsuranceInsurance Claims Intake Voice Agent
Peak calls went to voicemail, delaying claims and stalling routine policy questions.
~35% → ~95%
of inbound calls answered live, no voicemail
Read the full story→
TechnologySlack/Chat-Ops Async Agent
Small "can someone..." requests piled up and always landed on the same two or three people.
~25/week
ad-hoc requests handled directly in Slack, without pulling someone off their work
Read the full story→
Start small, build seriously