An AI agent for customer support that knows when to hand off
We help you set up an AI agent that sorts your support inbox: it answers the repeat questions from your own help content, tags and routes the rest, and passes anything tricky to a person.
The problem
Support queues fill up with the same questions, and urgent messages get buried under them. Slow first replies may be costing you customers. Triage is a good first job for an agent because it's repeatable and easy to check.
What an engagement looks like
- Short call. Tell us your channels (email, chat, forms) and the questions you see most.
- Map the questions. We sort past tickets into what the agent can answer, what it should route, and what it must never touch.
- Build and test on past tickets. The agent drafts answers to old tickets and we compare them with what your team actually sent.
- Launch carefully. Start with drafts your team approves, then let it send the simple answers once it's earning trust.
- Tune weekly. We review misroutes and wrong answers and fix them.
Where the agent stops and your process starts
The agent reads the request and decides what's needed. Anything involving money or records, like a refund, runs as a fixed workflow you already trust: same checks, same approval, same order, every time. The agent can start it and report on it, but it can't skip a step.
What we need from you
- Your help docs or FAQ, even if they're messy
- Export of past tickets
- Access to your helpdesk or inbox (test first)
- A rule list: refunds, complaints and legal stuff go to a person
What it may not do
- It won't fix a product problem that causes the tickets
- It can be wrong, so refunds and sensitive cases stay with people
- If your help content is thin, answers will be too, and we'll start there
FAQ
Can an AI agent answer customer support tickets?
Yes, for repeat questions covered by your own help content. It should hand off anything it isn't sure about.
Will customers know it's AI?
We recommend saying so. It sets the right expectations and makes hand-offs smoother.
Does it work with our helpdesk?
Usually, through the helpdesk's integrations or API. Tell us which one you use.
Is this a product we can buy?
Not as a packaged product. It's a build we scope with you. Tell us what you need.
Related
Test page: we help with this, but there's no packaged product yet. Tell us what you need and we'll scope it with you.
Tell us what you need. Book a short call and we'll tell you honestly whether it's worth building. Or email hello@cto.la.