01Input
Incoming message
WhatsApp, email, or web chat lands in the queue.
AI for customer support
Triage the inbox, draft the reply, escalate the exception — without auto-replying your way into a problem.
We design support workflows where AI handles classification and first-pass drafts, agents own the judgment calls, and escalation routes are explicit. The result is a smaller backlog without a customer-experience regression.
First-pass triage
AI handles classification before a human opens the ticket
Draft-then-edit
Agents start from a populated reply, not a blank box
Sensitive cases
Explicitly routed to humans before any AI step runs
Support outcomes are tracked on response time, backlog, CSAT, and the escalation rate — measured before and after rollout so the gains are evidenced, not assumed.
The problem
Most support automations cut backlog and customer trust at the same time.
The naive playbook — auto-reply to everything, escalate to a human when the customer complains — is a CX time bomb. The reliable playbook is: AI classifies and drafts, humans hold the keyboard for anything ambiguous, and the team learns which patterns are safe to automate further over time.
The workflow
The operating path for customer support work.
Each step has an explicit owner, a controlled AI role, and a review point before the output becomes operational.
02AI draft
AI triage
Classify intent, urgency, and required policy.
03Approval
Routing gate
Simple cases get an AI draft; ambiguous cases escalate.
04Human
Human handler
Operator handles exception, edge cases, and sensitive replies.
05Delivery
Response
Reply sent, conversation logged, knowledge fed back.
Every message gets classified. Routine cases get an AI draft for agent review. Sensitive or ambiguous cases bypass automation and go straight to a human.
What we ship
Possible workflows for customer support & service operations.
- 01
Inbound ticket triage across email, chat, and WhatsApp
- 02
Draft-first response composition with agent approval
- 03
Knowledge base extraction from resolved cases
- 04
Sensitive case detection and routing
- 05
SLA-aware escalation rules and exception paths
FAQ
The questions customer support leaders ask first.
- Will AI ever auto-send a reply to a customer?
- Only for the narrow category of cases where the team has explicitly opted in — for example, automated acknowledgments. The default is draft, review, send.
- What stops the AI from going off-policy?
- Two things: a structured intake step that captures only the inputs the AI is allowed to use, and a tone/policy checklist the agent runs before sending. The model is not the line of defense — the workflow is.
- How do we measure whether this is working?
- Cycle time per ticket, backlog over time, escalation rate, and CSAT trend. We instrument these in the rollout so the team can see the gain weekly.
Next step
Bring one customer support workflow.
The fastest way to evaluate fit is to start with a workflow your team already knows is expensive, slow, or inconsistent.