Support copilot
SaaS support · AI Agents · Support
A support copilot that resolves the majority of tier-one tickets unaided.
Challenge
Support volume growing faster than hiring can keep up, with reply quality varying by who happens to pick up the ticket.
Approach
A retrieval layer over documentation and past resolutions, wrapped in an agent that drafts, cites its sources, and escalates anything below a confidence threshold with a summary attached.
Outcome
Most tier-one tickets close without a human, and reply quality stops depending on who is on shift.
- Tier-1 Tickets deflected
- Cited Sources on every reply
- Human Escalation with context
- Logged Every decision auditable
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