Support Triage Agent
58% of tickets resolved automatically
Inbound support was outpacing a small team, and simple repeat questions were burying the tickets that truly needed a human.
58%
Tickets auto-resolved
24/7
First-response coverage
↑ CSAT
After rollout
The challenge
Support volume kept climbing while the team stayed the same size. Repetitive, easily-answered questions crowded out the complex cases, and response times slipped.
Our approach
- 1
Trained an AI agent on the client's own help docs and past resolved tickets using retrieval (RAG).
- 2
Wired it to classify, answer and route every incoming ticket, with a clean handoff to a human whenever confidence was low.
- 3
Added guardrails and full logging so every automated reply is reviewable.
The outcome
58% of tickets resolved automatically, end to end.
Human agents freed to focus on complex, high-value cases.
Faster first responses with a consistent, on-brand tone.
“The AI agent handles more than half of our inbound tickets, and customers can't tell the difference.”
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