Customer support deflection
Resolve the routine, escalate the rest with context
A support agent that answers customer questions in your voice, takes real action in your systems, and resolves tickets on its own. The hard ones reach a human with the full thread and a draft reply already written.
The problem
Support queues are full of repeat questions that already have answers buried in your help center and past tickets. Agents spend their day on password resets, order lookups, and policy questions instead of the cases that need judgment. Customers wait, and cost scales with every new bit of volume.
The outcome
of tickets resolved without a human
How the work actually flows
No black box. This is the real data and agent flow, from the moment work arrives to the moment it is done, with a human in the loop wherever the stakes are high.
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Receive
Take the incoming ticket, chat, or email and classify intent, urgency, and the customer it belongs to.
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Retrieve
Pull grounded answers from your help center, policies, and resolved tickets with permission-aware vector search.
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Act
Call your tools to look up orders, check accounts, and take safe actions like refunds or address changes.
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Draft
Compose a reply in your brand voice with citations, and self-check it against policy before anything is sent.
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Resolve
Send the reply for routine cases, or hand off to a human with full context and a suggested response.
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Learn
Log every resolution, track deflection and CSAT, and feed reviewed answers back into the knowledge base.
What we build
- Intent and routing classification on every inbound message
- Permission-aware retrieval over your help center and past tickets
- Typed tools for safe actions in your helpdesk and order systems
- A confidence gate that escalates with a drafted reply and full context
- A dashboard for deflection rate, CSAT, and answer quality
Representative stack
We choose tools to fit the job and your constraints. We are not tied to any one vendor.
Where this connects
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Let's adapt this blueprint to your systems
Take the assessment. We start from this reference and tune it to your data, your tools, and your bar for quality.