Customer Support Agent

Tickets resolved end-to-end, with the team in the loop where it counts.

THE CHALLENGE

First-response queues for technical products mix easy lookups, routine actions, and judgment calls. Pure FAQ bots do nothing for the second two; full-autonomy bots make mistakes on the first one. The team wants both — fast resolution where it's safe, and clean human handoff where it isn't.

THE APPROACH

A support agent that triages every incoming ticket, retrieves answer-grade context from the knowledge base with citations, takes vetted tool actions under policy, and escalates to a human with the full conversation summarized when the decision crosses a confidence or impact threshold.

STACK / HOW IT WORKS

How it works.

RAG over docs + tickets

Answer-grade retrieval with citations.

Vetted tool actions

Resets, refunds, status checks under policy.

Confidence + risk routing

Decides when to escalate to a human.

Helpdesk integration

Ticket lifecycle in the existing tool.

Full conversation traces

Every ticket replayable for review.

OUTCOMES

What it delivered.

Seconds

First-response on the easy half

100%

Escalations carry full context

Unlogged tool actions

ARCHITECTURE

How it's built.

Full-spectrum ticket triage, knowledge retrieval, tool actions, and escalation with context where it counts.

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