Shrink the queue. Our Tier-1 and Tier-2 AI agents ingest your internal wikis and past tickets to resolve common technical issues around the clock, and escalate the rest with full context.
All Autonomous Employees →
The support queue is where response time goes to die. First responses stretch into hours, L1 agents drown in repetitive password resets and billing enquiries, and your most experienced engineers get pulled off product work to handle escalations. An autonomous support agent is engineered to take the repetitive layer off that queue — resolving common L1 and L2 tickets at the speed of an API call, and handing the rest to a human with the work already done.
The architecture begins with deep knowledge ingestion. Our AI helpdesk agents consume your entire documentation ecosystem — internal wikis, Confluence pages, past ticket resolutions, API documentation, runbooks, and product changelogs — constructing a retrieval-augmented generation (RAG) system that grounds every response in your organisation's actual knowledge. This isn't a generic chatbot parroting canned responses. When a customer asks why their webhook integration is failing, the agent retrieves the specific endpoint documentation, cross-references recent deployment notes, and delivers a contextually accurate diagnosis with step-by-step resolution instructions.
AI ticket routing operates through an intelligent classification engine that analyzes incoming requests across multiple dimensions: urgency, technical complexity, customer tier, product area, and emotional sentiment. Each ticket is scored and routed to the optimal resolution path — whether that's autonomous resolution by the AI agent, escalation to a specialised human team, or prioritised queuing for VIP accounts. This is aimed squarely at the misrouting that plagues traditional helpdesks, where a billing question lands in the engineering queue and sits untouched for days.
Escalation logic is where the design earns its keep. The agent continuously monitors its own confidence score throughout every interaction. When complexity exceeds the agent's resolution threshold — or when it detects customer frustration, legal sensitivity, or edge cases outside its training data — it initiates a seamless human handoff. But this isn't a blind escalation. The agent compiles a comprehensive briefing: full conversation context, attempted solutions, relevant documentation links, and a preliminary diagnosis. Your human agent inherits the ticket at full velocity, not from zero.
Multilingual support runs across 50+ languages without the overhead of international hiring or timezone management. Be realistic about it, though: model quality is strongest in the major languages and thins out at the long tail, so we benchmark the languages you actually serve before launch and raise the escalation threshold where quality drops. Customers are told at the start of every conversation that they are talking to an AI assistant, as Article 50 of the EU AI Act requires, and can ask for a human at any point.
Wikis, past tickets, runbooks and API docs are consumed into a RAG system that grounds every answer in your organisation's actual knowledge.
The classification engine scores urgency, complexity, tier and sentiment, resolving L1/L2 tickets autonomously across every channel.
Confidence monitoring triggers seamless human handoff with a full briefing — context, attempted fixes and a preliminary diagnosis.
Yes. Our autonomous support agents are built on retrieval-augmented generation (RAG) architecture, meaning they access your complete knowledge base — documentation, past tickets, runbooks, and API references — to diagnose and resolve complex technical issues. They handle L1 tickets like password resets and billing queries autonomously, and successfully resolve many L2 issues including integration troubleshooting, configuration errors, and multi-step technical workflows.
The agent continuously monitors its confidence score during every interaction. When it encounters issues beyond its resolution threshold — or detects customer frustration, legal sensitivity, or novel edge cases — it seamlessly hands off to your human team. The handoff includes a full briefing: conversation context, attempted solutions, relevant documentation links, and a preliminary diagnosis, so your human agent picks up at full context rather than starting from scratch.
The agents work in 50+ languages, including English, Spanish, French, German, Portuguese, Mandarin, Japanese, Arabic and Korean, without separate language-specific teams. Quality is not uniform: it is strongest in the major languages and weaker at the long tail. We benchmark the languages you actually serve on your own tickets before launch, and set a higher escalation threshold where the results warrant it.
First responses are designed to land in seconds, at any hour. Resolution time depends entirely on the ticket: a password reset closes in one exchange, an integration fault may take several. We measure both against your current queue during the pilot so the comparison is with your baseline, not an industry average we cannot source.
Yes. The agent identifies itself as an AI assistant at the start of every conversation — Article 50 of the EU AI Act requires it where it is not otherwise obvious — and a customer can ask for a human at any point. Requests for a person are treated as an escalation trigger, not an objection to handle.
The agents plug natively into Zendesk, Intercom, Freshdesk, Help Scout, shared email inboxes, and Slack or Microsoft Teams channels. They read and write tickets through official APIs, so your existing queues, macros, tags, and reporting continue to work unchanged while the agent handles resolution.
Yes. Beyond answering questions, the agents are equipped with scoped API tools that let them process refunds in Stripe, upgrade or downgrade subscriptions, reset credentials, and provision user accounts. Every action is permission-gated, logged, and auditable, and sensitive operations can require human approval before execution.
Take the repetitive layer off your queue and give your humans the tickets that need them.
30-minute technical call · no deck
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