Support Triage
An AI teammate reads every incoming support message first — answers the easy ones with sources, and hands the hard ones to your team with the homework already done.
Think of a really good receptionist for your support inbox. It reads every message the moment it arrives, answers the ones it's sure about, and walks the tricky ones over to your team with a note that says who's asking, what they need, and what's already been tried.
The problem, in plain words
Open your support inbox on a Monday morning. Forty new messages. Most of them are questions your team has answered a hundred times: where's my order, how do I reset my password, can I get a refund. Someone still has to open each one, figure out what it's about, look up the customer, and type an answer. Meanwhile, message #37 — the angry customer about to cancel — waits in line behind the routine stuff. The people you hired for their judgment spend their day doing lookups.
What we set up
We put an AI agent at the front of the inbox. It reads each message, figures out what kind of question it is, and pulls up the customer's file — but only the parts it's allowed to see. If the answer is in your help docs, it replies, and it shows its sources like a good student showing their work. If the question is unusual, sensitive, or the AI isn't confident, it doesn't guess: it passes the message to a person, with a short summary attached so nobody starts from zero. And when the answer involves doing something — a refund, an account change — a person clicks approve before anything happens.
How it works, step by step
- A message arrives
Email, chat, or contact form — the agent sees it the moment it lands, at 2 p.m. or 2 a.m.
- The agent reads and sorts it
What is this about? Who is this customer? Is this routine, or does it need a human? That's decided in seconds, not hours.
- Easy question: it answers, with sources
The reply quotes your real documentation and the customer's real order — not something invented. If the agent can't find the answer, it says so instead of making one up.
- Hard question: a person gets a briefing
Your teammate opens the ticket and finds a summary already there: what the customer wants, their history, and a suggested reply to edit rather than write.
- Risky action: a person approves first
Refunds, cancellations, account changes — the agent prepares them, a human clicks yes or no. Nothing irreversible happens on its own.
- Everything is logged
Every answer, every source, every approval is on the record. When someone asks 'why did we say that?', the answer is one click away.
What changes for you
Customers with simple questions get answers in minutes instead of hours — including overnight. Your team starts the day with the hard cases on top, each one pre-briefed, instead of digging through the pile to find them. And month over month you can see exactly which questions the agent handles well and which ones need better documentation — so the system keeps getting better at your actual support load, not a generic one. What it won't do: it won't handle the judgment calls, and it isn't supposed to. Those still belong to your team — just with the busywork removed.