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Support
Agentic Customer Support
Agents resolve routine tickets grounded in docs and past resolutions, draft replies for review lanes, and escalate with full context attached.
The industry issue
- Support volume scales with customers, headcount doesn't—and backlog is a churn signal buyers can feel.
- Institutional fixes are trapped in closed tickets and veterans' heads, invisible to keyword search.
- Escalations arrive context-free, so tier 2 re-asks everything the customer already explained.
What the agents run
- Resolve routine tickets end to end, grounded in product docs, release notes, and semantically similar past resolutions.
- Draft responses for human review on sensitive or novel issues instead of guessing in production.
- Escalate with a structured case file—what was tried, what the customer said, which docs applied—so tier 2 starts warm.
Guardrails & the human loop
- Confidence thresholds route uncertain cases to humans by default; the agent's job is to know what it doesn't know.
- Every answer cites the doc or resolution it came from—support leads can audit any interaction.
- Refunds, account changes, and policy exceptions always require human approval.