AI customer support systems
Tiered support that resolves the routine, escalates the rest, and learns from every ticket.
- Engagement
- Fixed-scope build per channel, then monthly tuning
- Typical timeline
- 5–6 weeks for the first channel
- Starts with
- A read-only export of your last few thousand tickets, including the ones that went badly.
Support answers the same six questions all day and still misses the one that mattered. First response time is the metric everyone watches; the real damage is the customer who waited nine hours for a reply that would have taken ten seconds to write.
Faster first response with fewer people sitting on the queue.
What we build
Concrete artefacts, handed over and documented.
- 01
Intent coverage built from your last several thousand tickets, ranked by volume and by how badly a wrong answer would land
- 02
Automatic resolution for the safe majority, with the actions it may take written down, order status, address change, invoice resend, nothing else
- 03
Handover carrying the transcript, the customer record and what was already attempted, so a person never asks the customer to start again
- 04
Hard routing rules: refunds, complaints, anything legal and anything about someone’s health or money go straight to a human
- 05
Containment and satisfaction reported side by side, because deflection on its own is a number that can be gamed
- 06
Tone calibrated against the replies your best agent already writes, and signed off by whoever owns the customer relationship
What changes
The repetitive majority resolves instantly, at any hour and in every language you serve
Agents spend their shift on the cases that genuinely need a person
Escalated conversations open with context instead of an apology
How it runs
01Ticket analysis
We read the history and separate what can be answered safely from what should never be automated.
02Build and constrain
Answers, actions and escalation rules, tested against last month’s tickets as though they were arriving live.
03One channel live
It handles a single channel end to end while we review transcripts daily, then it widens.
Chosen per project. Named here so you can see the shape of it.
- Intercom
- OpenAI
- pgvector
- Postgres
- Langfuse
Questions we get asked
Tell us the outcome, not the tooling.
Send us the situation you are in. We will tell you which discipline it belongs to, what we would do first and what it costs, including when the answer is to wait.