WORKFLOW 01
Answer FAQs from approved sources
responds to routine questions using only your reviewed knowledge base.
AI SMITH SPECIALISED AGENT
Give customers faster, more consistent help.
While keeping exceptions, sensitive cases, and important decisions with your team.
ROLE DEFINITION & OPERATING BOUNDARY
The Customer Support Agent is an AI agent designed to answer routine questions from your approved knowledge, gather context on a case, classify and route enquiries, and help your team spot recurring issues and knowledge gaps. It is not a system that replaces your service team or resolves every case on its own — refunds, complaints, and sensitive matters are escalated to a person with full context attached.
STATUS QUO BOTTLENECKS
Service pressure we help address:
- Repeated questions that consume agent time.
- Slow response during busy periods.
- Fragmented channels with inconsistent answers.
- Weak context carried between a customer's first message and the person who resolves it.
- Feedback and recurring issues that get lost instead of acted on.
Target outcomes
Outcomes this solution is designed to support:
- Faster answers to routine questions.
- Consistent, policy-based responses.
- Better case context captured before hand-off.
- Clearer hand-off to a person when needed.
- Visibility into recurring questions and knowledge gaps.
- Better overall service visibility for your team.
These are outcomes to validate during your own pilot, not promised results.
SCOPED EXECUTION
Core Agent Workflows
Each workflow is bounded to approved tasks, with a person reviewing sensitive steps.
WORKFLOW 02
Collect order, booking, or account context
gathers the details a person will need before they pick up a case.
WORKFLOW 03
Classify intent and urgency
sorts incoming messages so urgent or sensitive cases surface quickly.
WORKFLOW 04
Guide routine troubleshooting
walks a customer through an approved troubleshooting sequence.
WORKFLOW 05
Prepare or route tickets
drafts a ticket with context and routes it to the right queue or person.
WORKFLOW 06
Summarise conversations for hand-off
gives the receiving team member a clear summary instead of a raw transcript.
WORKFLOW 07
Detect uncertainty, complaint, vulnerability, or escalation cues
flags cases that need a person's judgement.
WORKFLOW 08
Surface recurring questions and missing knowledge
helps your team see what customers keep asking that isn't documented yet.
Illustrative example — not a customer case study.END-TO-END EXECUTION FLOW
- 01
A customer asks a routine delivery-policy question; the agent answers directly from the approved policy document.
- 02
A second customer asks an ambiguous question about a product's suitability for their situation; the agent asks a clarifying question, and once the intent is clear, either answers from approved knowledge or routes it to a team member.
- 03
A third customer describes a service failure and asks for compensation; the agent recognises this as a sensitive case, gathers the relevant order context, and escalates it immediately to a person with the full conversation attached — no compensation is offered by the agent itself.
INTEGRATION & KNOWLEDGE
Grounding & System Connections
To run well, this agent needs your team to approve:
Approved Knowledge Artifacts:
- ✓ current policies
- ✓ product or service information
- ✓ order and account-status rules
- ✓ escalation paths
- ✓ operating hours
- ✓ brand tone
- ✓ approved remedies for common issues
channels and connections confirmed and approved for your account during scoping.
connections built for your specific helpdesk, order system, or messaging channel, scoped and priced individually.
capabilities on our roadmap that are not yet available.
We list only the channels genuinely verified for your account; we do not promise 24-hour service unless monitoring, escalation, and operational support actually make that claim true for your business.
🛡️Human control
People, not the agent, handle:
- Refunds and compensation.
- Account changes.
- Complaints and service-recovery decisions.
- Safety-related matters.
- Exceptional policy decisions outside documented rules.
The agent answers, gathers context, and routes; a person makes the judgement call on anything sensitive, and every customer can reach a person when they ask to.
Measurement
Measurement & Audit
Measurement candidates to track from your own baseline — not promised results:
- Response time
- Resolution time
- Containment rate, where genuinely appropriate to the workflow
- Escalation quality
- Customer satisfaction
- Repeat-contact rate
- Frequency of identified knowledge gaps
We do not label every automated reply as "resolved," and we do not claim the agent always correctly reads emotion or intent — uncertain cases are designed to escalate rather than guess.
We don't yet have a published case study for this agent. The scenario above is a clearly labelled illustrative example. As pilots complete and customers agree to be featured, real evidence will replace or sit alongside it here.
ENGAGEMENT PATHS
Starting Paths for Customer Support Agent
Best fit for the Customer Support Agent:
Launch
one channel or one FAQ workflow with a clear owner.
Growth
multiple channels coordinated with ticket routing and escalation.
Enterprise
support integrated with Operations and Management agents for full service visibility.
See Pricing & Plans for the full comparison.
QUESTIONS
Frequently Asked Questions
How is this different from a chatbot?
A basic FAQ chatbot answers a single question in isolation. The Customer Support Agent is designed to work across a case: it gathers context, classifies intent, prepares a hand-off summary, and knows when to escalate to a person — rather than only replying inside one chat window.
Does it always understand what the customer means?
No. It is designed to recognise uncertainty and ask a clarifying question or escalate rather than guess. We do not claim human-equivalent understanding of emotion or intent.
How does a customer reach a person?
Escalation paths are built into the workflow from the start — sensitive, uncertain, or policy-exception cases are routed to a team member automatically, and customers can ask for a person at any point.
Is support available around the clock?
Only where your team's monitoring and escalation genuinely support that. We will state your actual coverage plainly rather than assume 24-hour availability.
Can it handle more than one language?
Language coverage depends on the languages your approved knowledge and review process actually support; we confirm this during scoping rather than assuming broad multilingual coverage by default.
COORDINATED MULTI-AGENT HAND-OFFS:
One workflow to start
See what routine questions could stop waiting on your team.
A consultation is a conversation about one priority workflow — not a sales pitch for every agent at once.