Front-desk support that routes, resolves, and escalates cleanly.
We deploy customer service agents that handle FAQs, capture the right details, route requests, and escalate when needed—so humans spend time on real problems, not repetitive triage.
Support breaks when volume spikes
Repeated questions + incomplete requests create backlogs and frustrate customers.
Common friction
- Too many repeated questions reach humans
- Requests lack key details (order/account/context)
- Urgent vs non-urgent items get mixed
- Inconsistent escalation and routing
What changes after deployment
- FAQs resolved instantly using approved knowledge
- Structured intake reduces back-and-forth
- Routing rules send issues to the right owner
- Escalation triggers protect trust and safety
What we deploy
A workflow agent system optimized for resolution + routing—not just conversation.
Instant Resolution Agent
- Answers FAQs using approved knowledge only
- Guided prompts to avoid vague replies
- Confidence rules: escalate instead of guessing
- Consistent tone aligned to your brand
Support Intake Agent
- Captures structured details per issue type
- Reduces back-and-forth by collecting the right info upfront
- Supports attachments/links where applicable
- Creates clean summaries for fast handling
Routing + Escalation Agent
- Routes by category/urgency (rules you approve)
- Immediate escalation for sensitive categories
- Notifies the right owner/team with context
- Tracks themes to improve knowledge base over time
Guardrail principle: If the agent isn't confident, it escalates. That's how you protect customer trust while still moving fast.
Deliverables
Practical artifacts your team can run with immediately.
In the first 7–14 days
- Support taxonomy + escalation matrix (what the agent can resolve vs must escalate)
- Approved knowledge pack (FAQ/policies transformed into agent-ready answers)
- Intake form + must-capture fields per issue type
- Routing rules + handoff playbook (who gets what and when)
- Pilot agent (web/email) with guardrails + safe fallback messaging
During pilot (weeks 2–4)
- Transcript review + edge-case fixes (tighten responses safely)
- Knowledge gap tracker (new FAQs and policy clarifications)
- Support insights report (top issues, friction points, deflection opportunities)
Tools we integrate with
We work with your existing setup and keep human handoff clean and fast.
- Website chat & forms: embedded web chat, contact forms, live chat widgets
- Email & shared inbox: Outlook/Microsoft 365, Gmail/Google Workspace, shared inbox routing
- Helpdesk & ticketing: Jira Service Management / Zendesk-style tools / internal queues
- Knowledge base: FAQs, policy docs, SOPs, documentation libraries
- CRM: customer profile lookup, case history, tagging, follow-up tasks
- Scheduling & handoff: calendar links, escalation notifications, team channels
How implementation works
Low-risk rollout with fast learning loops.
Define categories, priorities, escalation paths with leadership.
Load approved knowledge, configure intake, routing, and handoff rules.
Monitor transcripts weekly, improve coverage, tune confidence + fallbacks.
Expand to more channels and integrate deeper into ticketing/CRM.
Outcomes we aim for
Measured improvements without exposing private client numbers.
Faster first response
Common questions resolved instantly; humans handle edge cases.
Higher-quality tickets
Intake captures the right details so resolution is faster.
Cleaner escalation
Urgent issues route immediately with context and next steps.
Want support triage working in weeks?
We'll help you pick the first category set, define escalation rules, and launch a controlled pilot.