AI agent development
AI support triage that gives engineers their week back
Senior engineers were spending a third of their week on tier-one tickets. We built an AI support agent on top of the product documentation and ticket history that resolves routine questions, drafts answers for the rest, and escalates with full context.
- Client
- Enterprise software vendor
- Region
- Canada
- Scale
- 200 to 300 employees
- Timeline
- 6 weeks
Representative engagement. Client details are anonymised and figures reflect typical outcomes from comparable deployments.
What the client got
0%
Tickets resolved without an engineer
Routine questions answered automatically or from an approved draft.
0%
Faster first response
Drafts are waiting when the agent opens the ticket.
0 hrs
Senior engineering time recovered per week
Across the support rotation, redirected to product work.
The bottlenecks
Bottleneck 1
Routine questions reached senior engineers
Configuration, permissions and how-to tickets were routed by availability, not difficulty. Expensive people answered cheap questions.
Bottleneck 2
Documentation existed but nobody searched it
Customers emailed instead of reading. Agents re-explained the same articles hundreds of times a month.
Bottleneck 3
Escalations lost context
When a ticket moved up a tier, the next engineer re-asked the customer the same questions.
What we built
Step 1
Knowledge agent grounded in product docs
A retrieval-based AI agent indexed documentation, release notes and resolved tickets. Answers cite the source so customers and agents can verify.
Step 2
Tiered handling
Confident, low-risk answers are sent automatically with a feedback prompt. Everything else is drafted for an agent. Anything touching billing, security or data is escalated immediately.
Step 3
Escalation briefs
When a ticket escalates, the agent writes a summary of what was tried, the environment details and the likely cause, so the engineer starts from context rather than zero.
Step 4
Documentation gap reports
Questions the agent could not answer are clustered weekly into a list of articles to write, closing the loop with the docs team.
The automation workflow
AI support triage flow
Ticket to resolution or escalation brief
Questions clients ask about this engagement
How do you stop the AI from making things up?
Answers are generated only from retrieved documentation and cite their sources. Low-confidence answers are never sent automatically.
Can it work with our existing help desk?
Yes. We have integrated with Zendesk, Freshdesk, Intercom, Jira Service Management and custom portals.
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Have a similar bottleneck?
Tell us how the work happens today. We will show you the workflow we would build and prototype it on your own process.