AI That Helps Your Support Team, Not Replaces Them
Classification, draft replies, KB retrieval. Agent reviews. Customer wins.
For support teams drowning in repetitive tickets. We add AI classification, suggested responses and KB lookup while keeping human agents in control.
When You Need This
- High volume of repetitive tickets
- Slow first response time
- Knowledge base exists but unused
- Need 24/7 tier 1 without night shift
What's Included
- Ticket classification and routing
- Suggested reply generation
- Knowledge base semantic search
- Escalation rules and human handoff
- Feedback loop for model improvement
How We Work
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1
Analyze ticket patterns
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2
Train classifier on historical data
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3
Build suggested reply pipeline
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4
Pilot with agent oversight
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5
Measure deflection and CSAT
Common Questions
- Does the AI respond directly to customers?
- No. By default, AI drafts replies for agent review. Auto-reply is opt-in per category with confidence thresholds.
- What data is needed to start?
- 3-6 months of historical tickets with categories and resolutions. More data = better accuracy.