Solutions / 02 · Customer support
AI for customer support
Faster first replies, more tickets closed on first contact, and a backlog that stops growing.
Teams we build for
- Hoyes Michalos
- Nurse Next Door
- Fedi
- UBC Sauder
- Merchant House Capital
- Picton Mahoney
- Campbell Froh May & Rice LLP
- Barnakl
- Hungerford
- Breez
Teams we build for
- Hoyes Michalos
- Nurse Next Door
- Fedi
- UBC Sauder
- Merchant House Capital
- Picton Mahoney
- Campbell Froh May & Rice LLP
- Barnakl
- Hungerford
- Breez
Teams we build for
- Hoyes Michalos
- Nurse Next Door
- Fedi
- UBC Sauder
- Merchant House Capital
- Picton Mahoney
- Campbell Froh May & Rice LLP
- Barnakl
- Hungerford
- Breez
The customer support day, drawn twice
The dashed lane is the day by hand. Below it runs the same day on the system, and the dashed node in the middle is a person approving every consequential step before it ships.
The dashed lane across the top is the Customer support day by hand: Triage the overnight queue, Answer the same questions again, Chase customers for details and Export numbers for the report. Below it, Helpdesk, Live chat and Phone system feed the agents, every consequential action waits at your approval, and the approved work lands in Approvals, Dashboard and Brain map.
The day by hand
- 01Triage the overnight queuehuman
- 02Answer the same questions againhuman
- 03Chase customers for detailshuman
- 04Export numbers for the reporthuman
The day on the system
- 01Helpdesk
- 02Live chat
- 03Phone system
- 04Agents
- 05Your approvalhuman
- 06Approvals
- 07Dashboard
- 08Brain map
What the support lead is actually dealing with
- 01
The same questions fill the queue every morning
Password resets, invoice copies, where is my order. Your reps answer them one at a time, by hand, because the help centre is out of date and nobody has time to fix it.
- 02
Answers live in your senior reps' heads
The training program is shadowing and searching old tickets. When a senior rep is on vacation, resolution quality drops and everyone feels it.
- 03
Chasing the customer is half the ticket
The screenshot is missing. The order number is wrong. The rep asks, waits a day, asks again. The ticket ages and it reads as your team being slow.
- 04
Escalations lose the thread
A ticket goes to engineering or billing and the context stays behind. The customer explains their problem again, to a second person, angrier this time.
- 05
Friday reporting is exports and screenshots
Export from the helpdesk, paste into a sheet, screenshot into Slack. It takes hours, it is stale by Tuesday, and it says what happened without saying why.
What we build for customer support
Ticket triage agent
Reads every incoming ticket, tags it, sets priority, and routes it to the right rep. Tickets stop sitting in the wrong queue while the customer waits.
Reply draft agent
Drafts an answer from your resolved ticket history and help docs, cites where the answer came from, and leaves it in the ticket. Anything it is unsure about goes to the approvals queue instead of the customer.
Missing info chaser
When a ticket needs a screenshot, an order number, or a log file, the chaser asks the customer and keeps following up until it arrives. The rep gets the ticket back complete.
Escalation packager
When a ticket moves to engineering or billing, it moves with the full history, the steps already tried, and the customer's plan. Nobody asks the customer to start over.
SLA watch
Watches first reply times and aging tickets across every channel and flags a breach to you before the customer notices it. The queue stops surprising you.
Support report builder
Pulls helpdesk, chat, and phone numbers into one weekly report, with the ticket themes behind the numbers. Nobody exports anything on Friday.
Help centre writer
Turns solved tickets into help articles written in your voice, so the next customer finds the answer before they open a ticket. Every article passes through approvals before it publishes.
Built from these systems
Every workflow above is one of these systems, configured for customer support. Each has its own page, with the pipeline drawn and the line we do not cross written down.
The surface your team runs it from
Drawn in code from the panel you actually get, not a doctored screenshot. Where a real number would sit, the panel shows a label, because numbers on this site have to trace to a source.
A roster, not a black box.
- InteractWorking
- Workflow builderWorking
- AnalyticsScoped
- TasksWorking
The numbers we put in writing
| Term | In writing |
|---|---|
| The promise | 5x ROI in 30 days |
| The baseline | Signed before we build |
| The clock | Starts at deployment |
| If we miss | We keep working free |
We guarantee 5x ROI inside 30 days of deployment, in writing, measured against a baseline you sign before we build. If the system misses the bar, we keep working for free until it clears.
Wired into your stack
Reads from
- Zendesk
- Intercom
- Help Scout
- Aircall
- Shopify
- Stripe
Acts in
- Zendesk
- Intercom
- Slack
- Jira
Reports to
- Zendesk Explore
- Google Sheets
- Slack
The numbers in customer support
19.2% of Canadian businesses now use AI to produce goods or deliver services, triple the rate of two years earlier, per Statistics Canada.
Statistics Canada · 2026 · 9,251 business responses from a 21,105 sample, fielded April to May 2026 (Canadian Survey on Business Conditions)
74% of consumers now expect 24/7 service because of AI, per Zendesk's CX Trends survey. The expectation arrived before most support teams did.
Zendesk · 2026 · 6,182 consumers in 22 countries
Gartner predicts AI will resolve 80% of common customer service issues without a human by 2029. A prediction, not a measurement, but the direction is not in dispute.
Gartner · 2025
79% of service leaders say investing in AI agents is essential to stay competitive, in Salesforce's State of Service survey.
Salesforce · 2025 · 6,500 service professionals in 40 countries
Read your own system first
Department assessment
Twelve questions about how your queue actually moves. You get a named state for your support system and a read on five dimensions, not a grade.
It starts here
A hard ticket finally gets solved. Where does the answer live?
- In the thread, and in the head of the rep who solved it
- In a macro that rep made for themselves
- In a shared macro or internal note other reps can find
- In a help article written from the resolved ticket
Run your numbers.
Your operations
Savings use the low end of our hours-reclaimed range. The math is conservative on purpose.
The math
Calculated at the low end of every range.
Every first build is covered in writing: 5x ROI in 30 days. Or we work for free.
Where this lands hardest
The same build, read by sector. Each of these pages argues from the industry's systems instead of the role's day.
We have built this once
Every number on these is labelled with how it was measured and the date it was read.
Questions, straight answers
Where the system stops
What we will not automate
An upset customer never gets a machine. Apologies, refunds, and save conversations stay with your reps.
Your ticket data stays in your own tenant, never trains shared models, and every automated send is logged with who or what approved it.
Three ways to start
First build
One system, fixed scope, built on your own instance and covered by the guarantee.
Start free. Know your number in five days.
A 3 to 5 day audit of your operations, ending in a plan with the ROI math attached. No obligation.