All solutions
SaaS & Commerce

Agentic Support Deflection

A support agent grounded in your own documentation, with a confidence floor that escalates to a person rather than guessing. Built from the tickets you already have, so the intents it handles are the ones that genuinely repeat, and shadow-run against live traffic before it answers anybody.

To first release
2 weeks
Engineers
3
Built with
  • Claude
  • pgvector
  • Zendesk API
  • Temporal

The problem

Inbound support volume grows with the customer base, but the same handful of questions account for most of it. Generic chatbots make this worse by answering confidently and wrongly, and customers lose trust in the channel entirely.

How we would sequence it

  1. 01Mine historical tickets to find the genuinely repetitive intents
  2. 02Ground answers in versioned documentation with mandatory citations
  3. 03Set an explicit confidence floor below which the agent escalates
  4. 04Shadow-run against live traffic before the agent replies to anyone
  5. 05Instrument every conversation so deflection is measured, not assumed

This solution describes our method for a class of problem. It is not a record of a completed client engagement, and the figures above are scope estimates rather than measured results.

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