Automating support without making customers angrier
Ticket volume grew faster than headcount. The constraint was not answering questions — it was knowing when to stop and hand over.
- Engagement
- A DTC brand with a small support team
- Pillar
- AI & Automation
- Scope
- AI agents, workflow automation, integration
- Region
- US · India
What we found
The sequence, in order
Fix the knowledge before the model
Retrieval is only as good as what it retrieves. Consolidating and structuring the real answers came first — which also made the human team faster, independently of the agent.
Ground every answer, and cite it
Hybrid search with reranking over the real documentation and live order data, so answers come from the source rather than the model's memory, with the passage attached.
Design the handover, not just the answer
Confidence thresholds that escalate to a person with the full conversation and the agent's own uncertainty attached. An agent that guesses confidently does more damage than no agent.
Gate every write
Read access to orders is open; refunds, address changes and cancellations sit behind explicit confirmation and scoped permissions. The agent cannot quietly take a destructive action on a customer record.
What this is judged on
Ready to build your growth infrastructure?
Tell us where you're stuck. We'll come back within 24 hours with a plan, not a pitch deck.