Customer support.
Support ops · 30-day pilot
Support requests arrive from every channel at once, the same issue gets filed five times before anyone spots the pattern, and severity calls sit in chat threads while the customer waits. The agent triages on intake, so your team responds to patterns, not one ticket at a time.
What the agent does
- Watches every intake channel (email, chat, forms, portal) and creates structured tickets the moment reports arrive.
- Applies your severity rubric on intake: customer impact, scope, workaround, urgency.
- Dedupes new reports against existing tickets and links them to the root issue instead of filing copies.
- Routes by your ownership map, resolves tier-1 issues inside policy, and drafts responses for the rest.
- Ships a recurring digest of patterns and complaint clusters, ranked by customer impact.
What the supervisor sees
A triage queue where routine tickets flow to resolution and judgment calls arrive with context assembled: the report, related tickets, the affected account, and a drafted response. One click to send, edit, or escalate. Median review time on judgment calls: 38 seconds.
What you avoid
- SLA breaches caused by triage lag, not problem difficulty.
- The same bug rediscovered five times before anyone connects the reports.
- Pattern insights trapped in a quarterly slide deck nobody trusts.