Support Triage Agent
58% of tickets resolved automatically
Support volume was growing faster than the team. Most of what arrived had been answered before, but somebody still had to read it to find that out.
58%
Tickets auto-resolved
24/7
First-response coverage
↑ CSAT
After rollout
The challenge
The queue kept growing while the team stayed the same size. The same small set of questions came in over and over, sitting in one list alongside the cases that genuinely needed judgement, so everything waited behind everything else and first responses slipped.
Our approach
- 1
Grounded the agent in the client's own material: the help docs plus the tickets their team had already resolved, retrieved at answer time rather than frozen into a prompt.
- 2
Gave it three jobs on every incoming ticket. Classify it. Answer it if it can. Route it if it can't.
- 3
Made the handoff the default when confidence is low, so an uncertain ticket reaches a person with its context attached instead of getting a guess.
- 4
Logged every automated reply in full, so the team can read back what the agent said and what it said it from.
The outcome
58% of tickets close end to end without a person touching them.
The queue a human opens is now mostly cases that need one.
First responses go out around the clock, in the same tone every time.
“The AI agent handles more than half of our inbound tickets, and customers can't tell the difference.”
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