Analyse the ticket history
We cluster several months of tickets by topic and see which are answerable from existing knowledge.
Customer Support
Resolve issues faster and delight customers.
First replies, triage, knowledge answers and ticket updates handled before a person is needed.
A short call. Your first build, a fixed quote, and the timeline. No obligation.
Sound familiar?
“Half of our tickets are the same ten questions and my agents are bored and behind.”
“Customers wait a day for a first reply, and by then they have written a bad review.”
“Answers differ between agents because the knowledge base is out of date.”
How the first build works
One workflow, live in 30 days.
Build the knowledge layer
Help articles, macros and policy documents are cleaned up and connected so answers cite their source.
Support lead review
The head of support reviews drafted answers and escalation triggers on past tickets before any customer sees them.
Draft mode, then autosend
Agents see suggested replies first. Topics with a good record can be sent automatically. A first build can be live in 30 days.
Where to start
Services for this industry.
What we automate
Typical Customer Support workflows.
Ticket triage and routing
Incoming tickets are tagged, prioritised and routed to the right queue, with angry or urgent customers moved up.
First replies from knowledge
Common questions get an accurate answer with a link to the source article.
WhatsApp and voice handling
Messages and calls are answered, with a summary and transcript attached when a person takes over.
Knowledge gap reports
Questions with no good answer are listed weekly so the team knows what to write next.
Proof
Work built around the same problem.
CareLine WhatsApp Assistant
Approved clinic questions and structured intake ready for staff
5intake steps before handoff
0clinical decisions made by AI
2safeguards: signature checks and model fallback
AIRA Voice AI
Phone-agent experience paired with an operator view of the conversation
4call scenarios handled
2voice paths: ElevenLabs and OpenAI
Livecall status and transcripts
Common questions
Before you start.
What stops it giving a wrong answer?
Answers are drawn from your approved content, and when nothing relevant is found it hands over to a person instead of guessing.
Will agents lose their jobs?
The aim is to remove repetitive tickets so agents spend time on complex cases. How you plan your team is your decision.
What happens with sensitive requests?
Account closures, complaints, legal threats and payment disputes are routed to a person with the conversation summarised.
Keep exploring
Keep exploring.
Integrations
Other teams
Services and technologies
Systems we typically connect
ZendeskFreshdeskIntercomHubSpot Service HubWhatsApp BusinessConfluence or Notion
The Audit
Get my free AuditKnow what to build first.
Book a short call and show us one workflow. You leave with what we would build first, a fixed quote, and what should wait.