Tier 1 support automation where AI resolves routine tickets and people handle the rest
Most support requests repeat: order status, returns, account changes, how to set something up. An AI agent resolves these under your policies and hands complex cases to a support specialist with the history and collected details.
What hurts
Tier 1 staff spend the whole day on the same questions. Queues grow at peak hours, customers wait and write again on other channels. Hiring is expensive, and onboarding a new hire takes weeks.
Answers depend on who is on shift. One person knows the new policy, another does not yet. The customer gets different answers to the same question and loses trust.
When a ticket reaches tier 2, the context is lost. The specialist asks for the contract number and the problem again. Resolution time grows and satisfaction scores drop.
What we build
- Analysis of ticket history to pick routine flows worth automating
- Knowledge base from policies, manuals and approved answers (RAG)
- AI agent in chat, messengers and email with customer verification
- Actions in your systems: order status, ticket creation, data changes within rules
- Handover to a person with a summary, collected data and category
- Integration with your helpdesk or CRM: HubSpot, Odoo or an in-house system
- Test suite built on real tickets and run before every change
- For banks and insurers: our own model on a dedicated server
What you get
- Working tier 1 AI agent in your chosen channels
- Integrations with your helpdesk, CRM and internal systems
- Knowledge base with an editor for the support lead
- Dashboard: tickets resolved by the agent, handovers and reasons
- Test suite, documentation and training for your team
How we measure the result
- Share of tickets resolved without a person
- First response time and resolution time
- Share of repeat contacts on the same issue
- Customer rating after an agent conversation compared with staff
- Staff workload at peak hours
Systems and stack
Industries
Questions
How much does it cost and what drives the price?
From $6,000 per project. Price depends on the number of flows, the actions the agent performs in your systems and your security requirements. Running our own model on a dedicated server for a bank or insurer is estimated separately. We give a fixed estimate 2-3 days after discovery.
Which requests should be automated first?
The ones that repeat often and have a clear answer in your policy: statuses, schedules, terms, contact changes, returns. We analyse your ticket history and show which flows matter most. Disputes, complaints and financial decisions stay with people.
What do you need from us?
An export of several months of tickets, your policies and answer templates. Access to the helpdesk or CRM and to the systems where the agent checks data. A support lead who approves flows and reviews the first conversations. We sign an NDA and DPA before access.
How do you make sure the agent does not make mistakes?
AI sometimes gets things wrong, so the agent acts only on the knowledge base and rules. Data changes happen after customer verification and within set limits. We run tests on real tickets before every change. Anything disputed goes to a person.
Is this compliant with GDPR and the EU AI Act?
We sign a DPA, work under ISO/IEC 27001:2022 and keep access to personal data minimal. Customers are told they are talking to an AI, as the EU AI Act transparency rule requires. For sensitive data we can run our own model, so it never goes to third party models.
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Describe the task. We reply within one business day, the first call is with the founder.
Describe the task. The first call is with the founder.
We reply within one business day. 30 minutes to tell you whether it is worth doing and what it costs.