AI automation Illustrative engagement
AI triage that takes the repetitive support load off the team
An AI agent that reads, classifies, and drafts responses for common support requests.
The challenge
A growing product's support volume was scaling faster than headcount, and the team was spending its days on repetitive, low-complexity tickets instead of the hard ones.
What we did
- Started narrow: one high-volume ticket type, with a human in the loop
- Built an AI agent to classify, retrieve context, and draft replies
- Connected it to the existing support tools rather than replacing them
- Measured accuracy and widened autonomy as it proved out
The outcome
Common tickets get triaged and drafted automatically, freeing the team for complex cases, the type of leverage we build AI automation to create.
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