AI Agents & Automation

AI Customer Support Automation

Automate the support work around the conversation (ticket triage, tagging, drafted replies, order lookups, and escalation) not just the chat window.

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AI Customer Support Automation

Agents spend more time sorting than solving

A support agent’s day is full of work that isn’t the actual help: reading a ticket to categorise it, tagging and routing it, digging through another system for the order or account, copying a macro and adapting it. Automating that layer lets the same team clear more, faster, without dropping quality.

What we build

  • Ticket classification, tagging, and routing across Zendesk, Freshdesk, or email
  • Suggested or auto-sent replies drafted from your macros and documentation
  • Order, shipment, and account lookups pulled in via API so the agent doesn’t switch tabs
  • Escalation rules by priority, sentiment, customer tier, or SLA risk
  • SLA breach alerts before they happen, not after
  • A weekly report on what the automation couldn’t handle, so coverage keeps improving

How the build runs

  1. 1

    Ticket audit

    1–2 days

    We sample recent tickets to map categories, common resolutions, and where time goes.

  2. 2

    Classifier & routing

    3–5 days

    Build and validate the tagging and routing against your historical tickets.

  3. 3

    Reply drafting

    3–4 days

    Connect your macros and docs so drafts sound like your team, with auto-send only where you allow it.

  4. 4

    System lookups

    2–4 days

    Wire in order and account APIs for inline context.

  5. 5

    Roll out by queue

    Ongoing

    Enable one queue at a time, measure, expand.

How we work

How we deliver

  1. 1

    Discovery & Scoping

    1-3 days

    We start by understanding the actual problem and your existing systems, not just the brief.

  2. 2

    Architecture & Plan

    2-4 days

    We map the technical approach and integration points before any code gets written.

  3. 3

    Build

    1-8 weeks, scoped to your project

    AI-augmented development that moves fast without skipping review.

  4. 4

    Test & Launch

    2-3 days

    Real testing against real scenarios before it touches a live user.

  5. 5

    Tune & Support

    Ongoing

    We monitor and refine in the weeks after launch. This isn't a handoff and disappear.

What you get out of it

  • Tickets categorised and routed the moment they arrive
  • Agents opening a ticket with the reply drafted and the order details already attached
  • Fewer SLA misses, caught before the deadline
  • A clear, weekly view of automation gaps

Questions we get about this

Zendesk and Freshdesk directly, plus email-based support and most tools with an API or webhook. Gorgias, Help Scout, and Intercom are all workable.

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