Support Triage & Resolution
An agent that classifies incoming tickets, takes action inside your systems (refunds, plan changes, access resets), and escalates only the conversations that genuinely need a person, instead of routing everything through a queue.
The problem this solves
A large share of support volume is repetitive: password resets, plan change requests, 'where's my invoice,' refund requests within policy. Handling these manually means your team spends time on lookups and clicks instead of the conversations that actually need judgment.
Off-the-shelf chatbots answer questions from a knowledge base, but they can't look up an account or issue a refund. That gap is where most of the manual load actually lives.
What a build typically includes
The system classifies each incoming ticket, pulls the relevant account context from your tools, and either resolves it directly within guardrails your team defines or drafts a response for a human to approve. It escalates based on confidence and policy, not a fixed list of keywords.
- Ticket classification and routing across chat and email, connected to Zendesk, Intercom, or your existing helpdesk
- Direct actions inside your CRM and billing platform: refunds, plan changes, access resets, within limits you set
- Draft-and-approve mode for anything outside a defined confidence threshold
- A running log of every action taken, so your team can audit what the system actually did
Where it plugs into your stack
Common connections are Zendesk or Intercom for the ticket layer, Stripe or your billing platform for account actions, and your CRM for context. Existing macros and internal docs are used to ground responses in your actual policies.
Where a human stays in the loop
Your team defines what the system is allowed to resolve on its own and what requires approval. Anything outside policy, or a ticket the system isn't confident about, routes to a person automatically.
See if this fits your stack.
A systems audit maps this against your actual tools before any code gets written.