Service 04
Customer support automation
Support automation classifies and routes tickets as they arrive and drafts responses from your own knowledge base for an agent to review. It shortens time to first response without putting a bot between your customers and your team.
You probably need this if
01
Tickets wait hours before anyone categorizes them
02
Agents rewrite the same answer several times a day
03
Nobody can see which issues are actually driving volume
What we build
How this works in practice.
We route and classify incoming requests, draft responses for review, and connect support to the systems that hold the answers — so your team spends time on the hard cases.
- Ticket triage and classification on arrival
- Draft responses assembled from your own knowledge base
- Escalation rules with human approval on consequential actions
- Support metrics connected back to product and ops
FAQ
Questions about customer support automation
Will customers end up talking to a bot?
Only if you want them to. Our default is agent-assist: the system classifies, routes and drafts, and a person approves before anything reaches the customer. Hiding humans is usually what damages support quality.
How accurate is automated ticket classification?
Accuracy depends on your ticket mix, so we measure it against a labeled sample of your own history before trusting it. Low-confidence tickets are routed to a human queue rather than being misfiled silently.
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Tell us what’s still done by hand.
One workflow, honestly described. We’ll tell you whether it’s worth automating.
Map this workflow