What an AI support agent does
The agent reads each incoming ticket, classifies it, and either drafts a grounded reply for an agent to approve or — for well-understood, low-risk questions — resolves it directly under the rules you set. Every answer is sourced from your help center and past resolutions, not invented.
For anything it isn't confident about, it summarizes the issue, attaches the relevant context, and routes it to the right queue or person. The result is a clean inbox and faster first-response times.
What it automates
Ticket classification and tagging, priority and sentiment detection, first-response drafting, knowledge-base lookups, and routing/escalation are the repetitive steps an agent can own.
You decide how much autonomy to grant: draft-only for sensitive queues, or auto-resolve for FAQs — with a human able to review and adjust at any point.