Define what the agent handles
We pull a few months of tickets, cluster them, and pick the categories the agent should own outright. Those get an explicit scope, a knowledge base built from your docs and past replies, and hard rules about what it must never promise. Everything else routes to a person with the context already gathered.
Example brief
Most of our tickets are where-is-my-order and how-do-I-return. We want those answered instantly, with order lookups from the storefront, and anything about damaged goods or chargebacks sent straight to a human.
Connect the tools it needs
An agent that cannot look up an order is a FAQ page. We wire it to your storefront, shipping provider, and help desk so it can check status, start a return, and tag the conversation correctly. Every action is logged, and anything with money attached is drafted for approval rather than executed.
Measure, then widen the scope
The agent goes live on a slice of traffic first. We watch resolution rate, handoff rate, and customer ratings, read the transcripts where it struggled, and fix the knowledge gap or the rule. As the numbers hold, it takes more categories. Your team keeps the cases that need judgment.
Example requests
Order status, returns, and shipping answers with live lookups
Knowledge base built from your docs and best past replies
Escalation rules with full context passed to the human
Weekly report on resolution rate, handoffs, and gaps
Runs inside your existing help desk, chat widget, or inbox
Related
Nearby use cases
Run outbound with a sales agent
An agent that researches accounts, qualifies inbound leads, and drafts first-touch outreach in your voice. Nothing sends without a person approving it.
Build internal tools your team actually uses
Replace the spreadsheet, the shared inbox, and the manual handoff with a small application built for the job. Admin panels, dispatch boards, approval flows — shipped in weeks, not quarters.
Run lifecycle email and SMS that pays for itself
Welcome, browse, cart, post-purchase, and win-back flows built on your data and tuned every month. The owned channel that keeps working when ad costs rise.
Try it on your own work.
Tell us the job. We scope it, price it, and ship the first sprint.